Summary
Hands-on floor support ensuring devices connect to the network. Light switch-port work, basic VLAN changes, and clear coordination with the command center. No core configuration.
What you’ll do
Respond on the floor to tickets and walk-ups including ER and clinical areas
Verify cabling, jacks, and patching; replace cables or SFPs when needed
Identify switch and port, confirm access vs trunk, set or change access VLAN per notes
Validate DHCP, IP, gateway, DNS; run ping, tracert, and basic tests
Troubleshoot endpoints such as phones, printers, scanners, badge readers, thin clients, APs, cameras, and workstations
Coordinate with the command center for MAC lookups, port status, VLAN assignment, and port-security clears
Document actions, closet and port IDs, VLAN used, MAC and IP, with photo proof when required
Escalate items that need core, firewall, wireless controller, or application changes
What you know
VLAN fundamentals and access vs trunk behavior
Basic switch CLI on common vendors to view status and apply simple port changes following instructions
Layer 1 to Layer 3 basics including PoE, DHCP, DNS, default gateway, and subnetting
Clear, calm communication with end users and the command center
Nice to have
Familiarity with Cisco Catalyst, Aruba, HPE, or Dell switches
Experience in hospital or high-traffic user environments
Ticketing tools such as ServiceNow or Jira
CompTIA Network+ or equivalent skill level
Boundaries of the role
No core routing, no firewall policy edits, no wireless controller reconfiguration, no production-wide changes. Switch work limited to port mode and VLAN per approved notes and live authorization.
Tools you’ll use
Tone probe and cable tester, basic hand tools, labeler, spare patch cords and SFPs, floor and closet maps, escalation tree, closeout template.
Success looks like
Devices back online with documented root cause and steps, accurate ticket notes and photos, and timely escalation when higher-tier changes are required.
