Telecommunications Spec II

Job Description:
Telecommunications Spec II

Performs complex (journey-level) telecommunications work. Work involves installing, operating, diagnosing, and resolving voice, data, digital, wireless, and video telecommunications problems. May provide guidance to others. Works under general supervision, with moderate latitude for the use of initiative and independent judgment. Work requires an understanding of the HHS enterprise, its business needs, and the Enterprise Telecommunications Services (ETS) program. Work includes installation and support of servers, computers, hardware, software, network, and telecommunication related systems. Work includes development and maintenance of reports using various software products on supported systems or proposed business solutions. Recommends changes to improve system operations and reduce trunk and circuit costs. May supervise the work of others and provide staff training. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment?

DISTINGUISHING CHARACTERISTICS
The Telecommunications Specialist job classification series is intended for employees responsible for the configuration and repair of telecom infrastructure, including video, data, and voice communication systems. Employees typically install and repair voice, data, digital, wireless, and video communications systems to ensure reliable operation. In contrast, the Network Specialist job classification series does not focus only on telecom infrastructure; rather, employees in that series are responsible for the planning, design, development, maintenance, and operation of the agency's computer network. This includes designing, configuring, troubleshooting, and maintaining the local and wide area networks including routers, switches, gateways, and applications servers.

Essential Job Functions:
Stationed at Headquarters, Tyler, TX.

Attends work on a regular and predictable schedule in accordance with agency leave policy. Some Holiday and weekend work may be required for projects, moves and where updates may be business impacting.

* Maintains oversight and administration of telecommunications systems supporting multiple agencies (HHSC, DSHS, and DFPS). Supports over 26 Regional sites and travels to locations as required.

* Monitors ticket system and primarily performs telecom network support remotely, directly and in joint efforts with third party vendors for problem resolution.

* Reviews small to intermediate floor plan layouts as provided by Regional
Administration Services (RAS) of new or existing building remodeling projects, modifications, and/or expansion to existing facilities to assure that Telecom Equipment will be housed appropriately.

* Communicates with RITM (Regional IT Manager), RAS (Regional Administrative Services) staff, PM (Program Manager) and Vendors, providing appropriate judgments and evaluations, applies technical expertise and skills, and determines telecom needs, plans, and coordinates accordingly for equipment delivery and implementation.

* Writes and maintains reports citing work progress during meetings and site visits.

* Routinely keeps RITM (Regional IT Manager), RAS (Regional Administrative Services) staff, PM (Program Manager), and Vendors informed of project progress to meet target goals.

* Keeps reports in software and hardcopy formats to communicate floor plan reviews with appropriate owners.

* Serves as SME during Regional meetings, scan calls, and
conferences with RITM (Regional IT Manager), RAS (Regional Administrative Services) staff, PM (Program Manager).

* Participates in statewide scan calls with other RTS’s and State Office Telecom leads to discuss telecom issues, statewide projects, and plans for upcoming telecom mandates.

* Performs Telecom assignments and functions mobile as directed by RITM when necessary, using VPN from on-site and/or from home.

* Assumes responsibility for all state property issued for telecom support.

* Completes department forms such as time records, travel vouchers and ticketing system updates in a timely manner.

* Maintains daily communication with IT Team, customers, and Vendors, for reported incidents, work requests, and opens tickets as needed.

* Oversees and supervises the activities of Vendor technicians and provides technical support or guidance as necessary and supervises related issues including managing predetermined and scheduled work.

* Reviews contractual performance to ensure vendor compliance by overseeing vendor troubleshooting and problem resolution progress.

* Expeditiously escalates trouble calls with third party vendors when appropriate and promptly informs upper management and customers and provides routine updates to all parties.

* May conduct special fact-finding reports and coordinate repair of phone lines used by office equipment such as printers, fax and post meter machines, fire, and security systems, and recommend resolutions to RITM and RAS as appropriate.

* Analyzes and tests new or existing procedures, new or existing telecommunications systems or programs for efficiency and effectiveness and consults with management for appropriate action.

* Assists State Office Telecom leads in analyzing and defining agency disaster recovery responsibilities and procedures. Coordinates, plans, and schedules the installation or training for new or revised telecommunications systems.

* Provides technical expertise for proposed system modifications.

* Maintains system databases and yearly equipment inventories.

* Prepares material requests and plots time requirements for telecommunication projects such as cabling for voice drops and electrical power needs.

* Assists in resolving Service Level Agreement issues by defining causes of errors and
recommending appropriate responses.

*Seeks State Office Telecom and peer guidance as necessary, attends workshops, seminars, and training to keep abreast of business progress and changes.

*Communicates orally and in writing and establishes and maintains an effective working relationship with customers, vendors, coworkers, and management in a team atmosphere.

* Performs related work as assigned by RITM.

* Other duties as assigned include but not limited to actively participating and/or serving in a supporting role to meet agency’s obligations for disaster response and/or recovery of Continuity of Operations (COOP) activation and other IT requirements such as
LAN/WAN cabling and related IT network equipment setup. Must maintain an acceptable driving record in accordance with agency policy. Knowledge Skills Abilities:
Ability to work with Microsoft products (i.e., Outlook, Word, Excel); Effective use of personal computer. Ability to use a ticketing system. Experience using Remedy is preferred but not required. General working knowledge of PBX systems.

Knowledge of data processing and telecommunications principles, equipment, procedures, terminology, standards, and wiring technologies of network operating systems; Skill in using telecommunications test equipment and applicable software.

Ability to use VPN connectivity.

Ability to interpret small to intermediate building floor plan layout and construction documents.

Ability to coordinate, install, operate, and evaluate telecommunications equipment; to analyze, diagnose, and resolve telecommunications problem’s ability to articulate telecom related issues during meetings with Directors, Program Managers, Customers, Vendors, and coworkers.

Ability to work independently and as a team member. Skill in organizing and analyzing information. Ability to lift to 30lbs.

Ability to supervise the work of others including contractors and vendors. Can travel as work dictates.

Ability to adapt to schedule changes and to travel after hours and/or stay overnight on short notice.

General knowledge of Federal Communications Commission policies and procedures.

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