Telecommunications Technician

JOB CODE: 1650

PAY GRADE: 1190

SALARY RANGE: $37,291 - $63,487

LOCATION OF WORK
Information Services Department

GENERAL DESCRIPTION
Under the direction of a higher classification, performs technical work maintaining voice processing systems; and long distance and wireless telephone services and devices for multiple City-Parish departments, as well as outside agencies. Work involves installation, maintenance, and troubleshooting of these systems and devices. An employee in this class may be required to work shift work and is subject to unusual working hours, as well as twenty-four hour call for situations needing immediate attention. Performs other work as requested.

ESSENTIAL WORK TASKS
Installs and maintains voice network equipment and software. Confers with end-users, co-workers, and/or superiors to assist in resolving minor problems with voice network equipment, mobile devices, and client-based software. Performs routine telephone system administration to add, modify, and delete features on telephone lines and telephone sets; modifies names database; calls pick-up groups, coverage groups, and other system groups. Performs voice mail systems changes to add, delete, and modify mailboxes; creates mailbox trees, automated attendants, and application-specific mailboxes; changes names and pass codes; run system reports. Receives and tracks work orders for telecommunication requests; reports the nature of the problems to outside service representatives; maintains a repair log and ensures repair and service requests are completed in a timely manner. Resolves problems by analyzing and repairing or replacing defective equipment; programs telephone equipment as requested by users; troubleshoots data and/or telephony lines and reports problems to service representatives. Maintains a detailed inventory of all communication service connections providing circuit number, location, agency, telephone number, and user, as well as infrastructure and spare equipment. Prepares end-user instructions and documentation on the use of telecommunications equipment, mobile devices, and telecommunications software. Trains end-users to operate new or modified telecommunications equipment and client based software in support of enhancing City-Parish information systems. Runs and installs cable for connection to telecommunications equipment. Conducts site surveys to determine technical requirements for installations, relocations, and upgrades of telephone equipment, systems, and services. Identifies problems by using testing equipment. Performs a variety of complex technical and administrative tasks related to planning, implementing, and maintaining the City-Parish telephone and VoIP (Voice over Internet Protocol) network systems. Consults with outside vendors on issues related to telecommunications. Conducts research on emerging voice network equipment and technologies in support of enhancing City-parish information systems. Provides input in the development or modification of various telecommunication services or systems.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge and basic understanding of modern telephone sets, feature sets, and voice mail. Knowledge of Private Branch Exchanges, Centrex, VoIP, and voice processing systems. Knowledge of basic telecommunications terminology. Knowledge of office suite software used within the City-Parish. Skill in the use of a light motor vehicle. Ability to use test equipment to troubleshoot malfunctions. Ability to understand and follow complex oral and written instruction in resolving voice network problems. Ability to troubleshoot voice network systems and various telephony circuits. Ability to instruct end-users in the use of telecommunications equipment and client-based software. Ability to use written, oral, and interpersonal skills to communicate effectively with co-workers and non-technical end-users. Ability to be flexible and adaptable to learn and understand new technologies. Ability to effectively prioritize and execute tasks in a high-pressure environment. Ability to work both independently and in a team-oriented environment. Ability to be highly self-motivated. Ability to establish and maintain effective working relationships with others. Ability to research and prepare simple written summary of findings. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.

MINIMUM REQUIREMENTS