Network Support TechnicianLocation: Rio Rancho, NM 87124Duration: 3 Months with possible extension(s)Pay Rate: $22 - $24/hr. on W2Shift: 6:00am-6:00pm (rotating 3 days per week, then 4 days the following week)There are two rotating shifts & manager needs them to be comfortable working either rotation to fulfill any changing needs of the customer.Shift (1): 90%Sun-Wed (4 day)Sun-Tue (3 day)Shift (2) – 10%Wed-Sat (4 day)Thurs-Sat (3day)Job Summary:Responsible for providing network and IT infrastructure support, physical layer troubleshooting, desktop support as it relates to desktops, switches, routers, and other network communication equipment at our client’s location.Performing first and second level problem diagnosis through to resolution including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines (SLAs).Responsibilities require working with customers, subcontractors, internal technicians, and consulting personnel in a professional and corporate setting to complete assigned service request cases to the customers’ satisfaction within an aggressive SLA environment.Primary Roles & Responsibilities:Update customers and other stakeholders regularly on ongoing service requestsEscalate and manage tickets to assure timely resolutionAble to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasksPerforms research to improve service levelsAbility to meet service level agreement requirements during the ticket life cyclePhysical installation of desktop systemsThe patching cabling between network equipment and customer’s network when applicableThe installation, troubleshooting and de-installing network equipment - Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.)Provide hardware break-fix services for network infrastructureSupport inventory management activities such as receiving inventory, tagging of assets, tracking spares, ordering inventory, updating inventory records, prepare and return damaged equipmentAnalyze, detect, identify, and correct technical problems and deficienciesUtilizing a Service Desk ticketing system to document work, progress, and resolutionsEnsuring ticket work notes are continuously updated while being worked, and final resolution(s) provided within all completed ticketsPerform safety inspections of communication rooms and equipment on a reoccurring scheduleApply problem solving skills and break down complex problems into solvable segments to triage problems as assignedEducation / Experience Requirements:Associates Degree major in related field (Preferred)Minimum 2 years’ Experience in data communications (combinations of education and experience will be considered)Basic knowledge of IP networkingInstallation, de-installation, and troubleshooting of network devices (i.e Cisco routers/switches)Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.)Desktop support (break fix, MACs)Experience with cabling infrastructure (copper/fiber (connections SM (single Mode) & MM (Multimode)Strong customer service skills as this role is Client facingStrongly prefer candidates that have used a ticketing system (i.e ServiceNow)Preferred:CompTIA “A+” or “Net+” CertificationBasic knowledge of Cisco switches and routersBasic knowledge of local and wide area networkingAn understanding of IP phone technology