Senior Telecommunications Technician

JOB CODE: 1652

PAY GRADE: 1230

SALARY RANGE: $45,329 - $76,968

LOCATION OF WORK
Information Services Department

GENERAL DESCRIPTION
Under the direction of a higher classification, performs responsible advanced 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 initial evaluation, selection, installing, and updating of hardware; evaluation and selection of interfacing software; and coordination of services. Work also involves the use of independent judgement and is reviewed through personal conferences and results obtained. 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 duties as requested.

ESSENTIAL WORK TASKS
Confers with end-users, co-workers, and/or superiors regarding requests for telecommunications; makes recommendations to superiors relative to feasibility, including cost of implementation and prioritization of requests. Assists with designing, coordinating, installing, and maintaining voice network hardware and software. Monitors the operation of telecommunications systems, circuits, and equipment; identifying source of problems by gathering facts, analyzing symptoms and performing diagnostic procedures; recommending and implementing corrective solutions or escalating to supervisor or vendor; communicating results to the appropriate parties; accurately documenting instances of software or hardware failure, repair, installation, and removal. Confers with end-users, co-workers, and/or superiors to assist in resolving problems with voice network equipment, mobile devices, and client-based software. Receives and tracks work orders for telecommunication requests; reports the nature of the problems to outside service representatives; maintains a repair log and ensures repairs and service requests are completely in a timely manner. Performs routine telephone system administration to add, modify, and delete features on telephone lines and telephone sets; modify names database; call pick-up groups, coverage groups and other system groups. Performs voice mail systems changes to add, delete, and modify mailboxes; creates mailbox trees and automated attendant, change names, pass codes, create application-specific mailboxes; run system reports. Coordinates, creates, schedules, and tracks work orders for telecommunication requests; ensures repairs and service requests are completed in a timely manner. Resolves problems by analyzing and repairing or replacing defective equipment; programming telephone equipment as requested by users; installing, rerouting, and disconnecting voice lines; 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 instruction 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. Supports the creation of contracts for voice infrastructure by assisting with the drafting of specifications, reviewing designs, and securing cost estimates. Documents system procedures for the use by other Information Services personnel.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge and basic understanding of modern telephone sets, feature sets, voice mail, and VoIP services. 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