Server Specialist II

Definition:  Under general supervision of the Server Operations Manager and a Senior Server Specialist this role performs server configuration, administration and maintenance duties for the Customer. This is a driving position.

Essential Functions:  Essential functions may vary among positions and may include the following tasks and other characteristics.  This list of tasks is ILLUSTRATIVE ONLY and is not intended to be comprehensive listing of tasks performed by all positions in this classification.

Tasks:

1. Mentoring:  Mentors staff members so they attain the server-related technical skills and customer service skills required.

1. Backup and Storage Administrator:  Performs daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media; manages the tape rotation process and sending of media off-site as necessary.

• Leads an internal team of peers on implementing best practices to ensure that the Community’s backup solutions are able to work in a reliable, efficient and supportable manner.
• Resolves backup and restore failures; tape library, switch and storage system issues.
• Performs routine and ad-hoc restores of archived data as required. 
• Monitors all backup and storage solutions for issues and peak performance. 
• Recommends increased storage capacity purchases and advises on necessary updates to hardware.
• Manages the relationship with vendors responsible for the successful operations of our backup and storage systems.

1. Server Maintenance:  Administers and maintains a variety of Windows Servers in an enterprise environment to include physical and virtual servers.  Responsibilities include, but are not limited to, the following:
   • Installs and maintains Windows servers and all related processes including backup/restore, security policies and virus protection, tuning, capacity planning and monitoring of all resources to ensure high availability of all services is provided.
   • Detects, analyzes, diagnoses and resolves problems associated with server hardware, network operating systems and server application software.
   • Provides second level support for incident resolution and root cause analysis.
   • Monitors usage and performance of Windows Server systems on both Physical and Virtual Machines.
   • Participates in project related activities such as system builds, application installation and configurations.

• Coordinates server hardware installation and system replacements (racking hardware and OS installation).
• Documents OS and application installation and configuration steps.
• Provides second level support for incident resolution and root cause analysis, to include storage and network devices.
• Ensures accurate drawings, diagrams of fixed assets are kept up to date.

1. Enterprise Services:  Supports Enterprises services including, but not limited to, Active Directory, DNS, Certificate management, DHCP and File Servers.

• Supports Active Directory administration such as account maintenance, group policy management, software updates, etc.
• Designs, plans and implements group policies for optimization and security.
• Troubleshoots issues and escalates as needed to Senior Specialists.

1. Exchange & Mobile Device Management Administration:  Supports the day-to-day operations to include proper functioning of the systems, viewing of logs and troubleshooting problems as they arise.  Creates, deletes and modifies user accounts as reported through service requests in a timely manner.

• Provides support in loading off-the-shelf and in-house developed mobile applications into the mobile device management console. Assists in troubleshooting issues as encountered.
• Troubleshoots tickets regarding application installations, profile installs and device enrollment.

1. Configuration Management: Maintains an accurate inventory of computer systems, servers and software to ensure a consistent state in patch levels and software versions to meet Security compliance.

• Manages the patching lifecycle of systems.
• Responsible for documenting process and updating as needed.
• Develops, maintains and implements reports needed to ensure compliance.
• Oversees server antivirus management.
• Troubleshoots issues as encountered and/or reported.

1. Monitoring:  Manages system alerts and uses System Center Operations Manager (SCOM) to monitor server performance.

• Monitors e-mail or text alerts that would indicate problems requiring immediate response.
• Performs administrative tasks, maintenance plans and application support for the SCOM platform.
• Provides problem resolution for SCOM components and related custom scripts.
• Document process and procedures in administrating SCOM.

1. Network Support:  Provides Level II support and problem resolution for workstation related problems.

• Works to resolve less technical network problems and escalates higher-level problems either to Network Specialist, Infrastructure Supervisor or Manager.
• Assists with escalated issues from the IT Help Desk when needed.

1. On Call:  Will be required to participate in a rotating on-call after-hours work schedule.

• On-call rotation is weekly, Monday PM thru Monday AM. (1 /18 weeks)
• Responsible for both Server and Network support after hours, escalating to senior technical staff as needed. 
• Respond to off-hours alerts from automated systems including coming on-site to resolve issues if required. 
• Assist staff with their need for support after-hours after the calls are usually pre-screened by the IT Service Desk on-call staff member.

1. Documentation:  Creates and reviews documentation as needed.  Such as:

• Standard Operating Procedure (SOP)
• System Operation Guides (SOG)
• ServiceNow Knowledge Base articles.
• Training material for other staff member use.
• Proficient with the use of Microsoft Outlook/Exchange for email, calendars and contacts
• Reviews quotes from vendors and ensures accuracy and completeness.
• Write recommendations for senior staff review of products and solutions.

1. Miscellaneous:  Performs other IT job related tasks as assigned by the Senior Server staff, Infrastructure Manager, Assistant IT Director (Infrastructure & Operations) or IT Director.

Knowledge, Skills, Abilities and Other Characteristics:

• Knowledge of the history, culture, laws, ordinances, customs and traditions of the CUSTOMER.
• Knowledge of data storage management.
• Knowledge of TCP/IP.
• Knowledge of network monitoring and tools.
• Knowledge of technical writing principles and practices.
• Knowledge of network designing software such as Visio
• Knowledge of IT and server/network Best Practices.
• Knowledge of VMware vSphere, MS Exchange, AD, DHCP and DNS.
• Knowledge of the Microsoft 365 suite of products including Teams, OneDrive, Exchange, Intune and other cloud services.
• Knowledge of Commvault Backup Solution.
• Knowledge of volume groups, pools, retention policies and de-duplication.

• Skill interfacing at all staff levels and providing effective verbal and written communication.
• Skill managing small to medium server/network projects.
• Skill to effectively analyze and solve problems.

• Ability to diagnose and respond to infrastructure issues in an accurate, timely and thorough manner.
• Ability to effectively manage simultaneous infrastructure issues.
• Ability to effectively manage server related change and requirements gathering.
• Ability to analyze and interpret data.
• Ability to communicate verbally and in writing in a clear and straightforward manner.
• Ability to handle multiple projects and tasks.
• Ability to perform duties in a very fast pace environment and ability to learn new technology.
• Ability to prioritize and organize effectively.
• Ability to work independently as well as with a team.

Qualifications:

• Education:  A Bachelor’s degree from an accredited college or university in Information Systems, Management Information Systems, Computer Science, Engineering or related discipline required.
• Microsoft Certified Solutions Associate (MCSA) certification or Microsoft Certified Solutions Expert (MCSE) is preferred.

• Experience:
• Four (4) years of years’ experience in the following required:
• Working in IT, professional services, and/or customer support organizations including hands-on experience in server implementation, monitoring, managing, troubleshooting and reporting.
• Direct work experience in administration of a Windows Sever 2012/16/19 server and supporting Windows networked client workstations (Windows Server 2012/16/19).

• Two (2) years demonstrated experience performing the following tasks required:

• Experience managing diverse services including: Active Directory, Group Policy, Exchange, VMWare, IIS, DNS, DHCP, WINS.
• Knowledge of SAN and/or NAS storage arrays.
• Management of Windows Active Directory domains, users, groups, policies, logon scripts and profiles.
• Management of an enterprise backup and recovery schema.
• Commvault experience preferred.
• Providing Level II support of infrastructure issues.

• Equivalency: Any equivalent combination of education and/or experience that would allow the candidate to satisfactorily perform the duties of this position, will be considered.

• Underfill Eligibility: An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under CUSTOMER Policy 2-19, Underfill.
   

• Special Requirements:  May be required to work beyond normal work hours including nights, weekends and holidays.
• May be required to receive and maintain a company, Community Regulatory License and State Certification (ADOG).
• Must possess and maintain a valid Arizona Driver’s License.
• All applicants applying for jobs will be subject to Pre-Employment Drug Test and extensive Fingerprint and Background Check. In addition, all employees providing services to a campus with children will be subject to the “Community Code of Ordinances”, Chapter 11 “Minors”, Article X. “Investigation of Persons Working with Children”, random drug testing and completion of a background check every five (5) years.