Position title: EDL Analyst 1 / Network Administrator 1
This does require driving

Top Skills & Years of Experience: Customer Service, Break Fix, Windows operating System Troubleshooting, Software Packaging and Deployment, End Point Management.

Interview Process: Microsoft Teams must have camera
Duration: 1 hour
On-Site Role!!!
Travel:20-mile ranges from Support Campus

Basic Purpose
The EDL Analyst job classification has five levels. The focus is on providing a high level of support for external and internal customers while ensuring that all end-user service issues are resolved quickly and efficiently. Primary duties include installing, repairing, and maintaining a wide range of end-user devices such as computers, phones, printers, and network connectivity. In addition to the hardware support, the EDL Analyst also supports a wide range of operating systems and software.
Core Technologies include but are not limited to (see Appendix for details)
End-User Support and Management
Endpoint Support, Management, and Security Solutions
File, Print and Terminal Service Management
Subnet Management Solutions
Virtual Desktop and Application Infrastructure (VDI) Support
Network Support/Troubleshooting

To implement the career ladder, current employees are assigned to the level for which they meet Education and Experience and promotional standards. Employees may be promoted through the career ladder in accordance with promotional standards for these levels assigned. The Career Ladder Advancement standards set forth the criteria that identify, measure, and verify successful performance at each level. Advancement of employees through the career ladder is dependent on the departments needs and funding.

Essential Functions

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Provide support for daily technical support activities for end-user devices, network, telecommunications, and server management.
Installation and support of end-user devices.
Investigate and troubleshoot network communication issues with firewall/proxy and endpoint devices.
Investigate and work with the Security Operation Center (SOC) to resolve antivirus/malware notifications.
Create knowledge base articles for technology solutions to support day-to-day service and implementations for external and internal customers.
Availability and after-hour access maybe required. Evening and weekend work may be required on an as-needed basis. EDL Analyst is expected to be available via phone during on-call rotation.
Travel is required to various locations within and outside of Delaware to provide end-user support and/or receive training.
This position may need to move hardware not to exceed 50 lbs.
Knowledge of the methods and techniques for installing, configuring, securing and upgrading software products
Knowledge of the methods and techniques for performing diagnostics and problem resolution associated with end-user technologies
Knowledge of basic end-user device, networking technologies, and server support
Skill in the collection, analysis, evaluation, and presentation of data from a variety of sources
Skill in communicating effectively
Ability to establish and maintain effective working relationships
Ability to coordinate resources from multiple different support groups to facilitate problem resolution
Ability to use sound judgement and reach logical conclusions
Ability to learn new support services associated with the Core Technologies

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