About the Department

POSITION SUMMARY
Serves as a critical link between Ashland Fiber Network (AFN) operations, field technicians, and customers. This role provides technical support, service coordination, and customer assistance for a wide range of fiber and wireless internet services. Responsibilities include troubleshooting network issues across multiple technologies, supporting in-home router setups, verifying service availability, managing billing and service accounts, and optimizing technician scheduling. 

ESSENTIAL FUNCTIONS  
The following duties are normal for this position.  However, they are not to be construed as exclusive or all–inclusive.  To perform this job successfully, an individual must be able to perform each duty satisfactorily.  Other duties may also be required or assigned.

1. Analyze and interpret complex datasets and diagnostic information to assist field technicians with troubleshooting issues across multiple network technologies, including cable modems, G.hn, PON (Passive Optical Network), and wireless systems.
2. Utilize a variety of network-specific tools and platforms to identify, diagnose, and resolve outside plant issues. Troubleshoot based on the distinct characteristics of each network type, understanding how localized problems can impact multiple users in the surrounding network.
3. Map and analyze service impact areas to identify trends and broader service outages, leveraging GIS tools, network maps, and service order history to track and predict affected households.
4. Apply knowledge of residential networking—including common issues with third-party routers and customer-owned equipment—to support troubleshooting when no faults are found within the AFN (Ashland Fiber Network) infrastructure.
5. Communicate directly with customers to guide them through connection setups, troubleshooting steps, and service management for both third-party routers and City-managed equipment (e.g., Calix routers).
6. Provide support on router setup and configuration, including proper hardware connections, SSID management, static IP configuration, and device health monitoring via web and mobile interfaces.
7. Review service eligibility for new connections by researching service order history, analyzing network feed routes using network and GIS maps, and using Google Street View and other resources to assess feasibility of service. Schedule on-site surveys when additional verification is needed.
8. Manage customer billing tasks through Munis billing software, including service additions, cancellations, and billing adjustments. Audit accounts to ensure accuracy in proration, service status, and billing cycles.
9. Administer and maintain AFN-only customer accounts within Munis, including the creation of new addresses and customer records for users without other City utilities, as well as updates to contact information, mailing addresses, and occupancy status.
10. Coordinate field technician schedules based on service type, technician expertise, and time requirements. Optimize routing for efficiency, balance workloads during high-volume periods, and respond to scheduling conflicts or emergencies by promptly communicating with affected customers.
11. Review prior-day appointments for follow-up needs; contact customers to schedule continuation visits when additional work or troubleshooting is required.
12. Respond to customer inquiries and service requests via phone, email, and in-person interactions with professionalism, accuracy, and a customer-focused approach.
13. Stay informed about AFN services, systems, and policies; attend trainings, review documentation, and collaborate with internal departments to maintain up-to-date operational knowledge.
14. Perform other related duties as assigned to support the efficient operation and customer service goals of the Ashland Fiber Network.

MINIMUM REQUIRED QUALIFICATIONS

• Associate’s degree from an accredited college or university in Computer Science or a related field. Two (2) years of customer service experience that emphasized either technical or sales support for Internet services.

OTHER REQUIREMENTS

• Possession of, or the ability to obtain and retain, an Oregon driver license by the time of appointment.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Computer Science or related field.
• Professional experience working with cable modem technology, Higher level networking (OSI model, DNS, DHCP, routing, etc.), Cisco and Juniper command line interface, CentOS is desirable.
• CompTIA

SUBSTITUTION
Any satisfactory equivalent combination of education, training and experience that demonstrates the knowledge, skills and abilities to perform the duties of the job proficiently may substitute for the above requirements.

KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE:

• Broadband network technologies including cable modem, G.hn, PON (Passive Optical Network), and wireless systems.
• Residential networking hardware and software, including routers, switches, and modems.
• Common troubleshooting methods for both managed (e.g., Calix) and third-party routers.
• Network mapping tools, GIS systems, and service infrastructure analysis.
• Munis billing software and utility account management processes.
• Principles of customer service, scheduling coordination, and communication best practices.
• Data privacy and security standards when handling customer information.

SKILLS:

• Interpreting complex diagnostic data to identify, isolate, and resolve network connectivity issues.
• Using a variety of software tools and systems to research service history, map network connections, and support service eligibility decisions.
• Explaining technical processes to customers in a clear, supportive, and non-technical manner.
• Managing time-sensitive scheduling tasks and efficiently routing field technicians.
• Accurately entering and auditing data in billing and account management systems.
• Balancing multiple responsibilities while maintaining attention to detail and service quality.
• Effectively communicating with diverse individuals via phone, email, and in-person.
• Strong organizational and time management skills to handle multiple tasks and meet deadlines efficiently.
• Excellent verbal and written communication skills for interacting with the public, city staff, and contractors professionally.

ABILITIES:

• Troubleshoot both hardware and software issues related to internet connectivity and local networking.
• Assess serviceability of properties using network maps, GIS tools, and visual references.
• Maintain accurate records and billing for active and inactive accounts, including prorated charges and account closures.
• Adapt quickly to changes in network technology, software systems, and departmental procedures.
• Work independently and collaboratively across departments to resolve issues and fulfill service requests.
• Handle sensitive customer situations with patience, professionalism, and discretion.
• Learn and apply new technologies and troubleshooting platforms relevant to AFN services.
• Read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position.
• Maintain regular attendance and punctuality.

PHYSICAL AND WORK ENVIRONMENT
The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law.  Employees needing reasonable accommodation should discuss the request with the employee’s supervisor. 
 

• This work requires the occasional exertion of up to 25 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
• Work has standard vision requirements.
• Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
• Hearing is required to perceive information at normal spoken word levels.
• Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
• Work is generally in a moderately noisy office setting.

Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Other Qualifications

Please apply ONLINE at https://www.governmentjobs.com/careers/ashlandor

 A completed City application must be filed online with the Human Resources Department before the deadline shown above and may be supplemented with a resume of work experience. Resumes are NOT accepted in lieu of a completed City application. Resumes received without a completed City application will not receive a response from the Human Resources Department.

Following a review of the applications, a limited number of the most highly qualified applicants may be invited via email to proceed further in the selection process. Those not selected for interview will be notified in email (no phone calls please). The applicant selected must provide, at the time of employment, appropriate documentation of citizenship, as required by the immigration and Naturalization Act of 1986.

Per Oregon Revised Statutes 408.225 and 408.230, the City of Ashland grants preference in hiring and promotion of veterans and disabled veterans as defined by state law. If you are eligible and wish to claim Veterans' preference points, please indicate so on your application. Please note that you need to submit documentation of your eligibility at the time of your application.

A thorough background investigation will be completed on the candidate selected for hire.

The City of Ashland is an equal opportunity employer and will not discriminate against an employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin or mental or physical disability unless based on a bonafide occupational qualification.

 The City of Ashland will make reasonable accommodations for the disabled.  Individuals with disabilities requiring accommodation in the application or testing process MUST inform the Human Resources Department of the City of Ashland, in writing, no later than the final filing date as stated on the job bulletin.  Applicants needing such accommodations should document the request, including an explanation as to the type and extent of accommodations needed to participate in the selection process.

Benefits

The City provides an excellent fringe benefit package which includes: paid vacation, sick and holiday leave; retirement through the Public Employees' Retirement System (PERS or OPSRP); 3% City contribution to HRA-VEBA account; optional deferred compensation programs with a contribution from the City for qualified employees; employee and dependent medical, dental and vision insurance with a 10% pre-tax contribution by employee; life and AD&D insurance; long-term disability plan; and additional wellness benefits.

The City acknowledges and abides by it's obligations to provide family medical leave under the federal Family Medical Leave Act (FMLA) and/or the Oregon Family Leave Act (OFLA).  For more details please visit our required FMLA/OFLA postings.
 

Supplemental Questions

01

Please complete the following question by checking all that apply:
I have experience in:

• Managing multiple phone lines
• Ability to research and prepare information and reports efficiently and confidentially
• Detail oriented and confidential data entry
• Excellent customer service
• None of the above

02

Briefly describe how your experience working in information technology qualifies you for this position.

03

What is the highest level of education you have completed?

• Bachelors degree or higher
• Associates degree
• Some College
• High School Diploma/GED Certificate
• None of the above

Required Question

Agency Information

Employer

City of Ashland

Address

20 E. Main








Ashland, Oregon, 97520

Phone

(541) 552-2110

Website

http://www.ashlandoregon.gov