Position Title:

Infrastructure Application Specialist (Senior, Level III)

Position Type:

Regular

Hiring Range:

Pay Frequency:

Annual

A. POSITION PURPOSE

The Infrastructure Application Specialist contributes to the long-term development of the University's enterprise-wide, diverse, and complex infrastructure systems, including identity management and authentication systems, email/collaboration systems, and file-sharing services.  This position provides end-user technical support and troubleshooting for these services.

This position reports to the Supervisor, Network Admin in Networking & Telecommunications.

 

This position works with staff in Information Services and other campus divisions in coordinating services and providing support.  The specialist may also work with University vendors and partners.

The activities of this position must support the Mission and Goals of the University and Information Services.

 

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

Uses senior-level knowledge to operate and support enterprise-wide infrastructure applications, including  identity management, authentication, Google Workspace, file-sharing services and associated system administration

• Operate and assist with Identity Management and authentication 

• Performs network credential creation, maintenance, and removal 

• Administers Google Workspace and Microsoft 365 collaboration suites

• Administers file-sharing environment

• Maintains and operates mail gateway network equipment

• Automates routine work wherever practical

• Supports others in Information Services staff in support of their job functions

• Develops and maintains operational documentation

Participation in infrastructure application related projects

• Participates in infrastructure application projects or other campus groups’ projects

• Role within the team (lead, participant, technical resource, etc.) dependent upon experience, relevant skills level and grade

Provide end-user customer service and support

• Responds to requests and provide assistance to customers in the use of campus-wide infrastructure applications

• Proactively notifies customers of outages, changes, updates and new features

• Develops and maintains customer-facing documentation and FAQs
   

Monitor infrastructure applications to detect , identify, and address issues relating to availability, performance, reliability, and security issues

• Analyzes daily activity on network, servers, and in administrative consoles, checking for problems and potential problems in resource availability, reliability, performance, and security.  Proposes appropriate solutions to problems and issues

• Ensures proper operation of the services for which the team is responsible.  Define processes to monitor and test infrastructure applications 

Other duties as assigned

• Required to carry  a cell phone and be accessible during off-hours 

• Required to work non-standard hours to respond to failures, outages, projects and scheduled maintenance

• Accepts that on occasion and depending on the situation will be required to work beyond and in addition to the traditional work schedules/hours including project work and responding to failures

• Required to support the University during emergencies as needed to meet operational requirements 

• Other duties/tasks as assigned by this person’s supervisor or manager

C.   PROVIDES WORK DIRECTION

 

May provide direction and/or mentor less-senior Infrastructure Application Specialists and student workers.

RECEIVES WORK DIRECTION FROM 

Supervisor, Network Admin (or Manager, Networking & Telecommunications)

D.   GENERAL GUIDELINES

Has senior-level knowledge of standard infrastructure applications, operation and uses concepts, practices, and procedures

Maintains operational stability of, provides senior-level technical support for, and assists in the design of the University's infrastructure applications

Provid