Title: Telecommunications Technician
Under the general direction of telephone services management, provides technical support for the College’s telephone and voice mail systems. Provides problem solving, installation and service assistance to all telecommunication users. Provides training to district-wide users on the use of the telephone/voice mail system. Works with Nortel Meridian and Octel Overture 300 software and hardware to configure, test, analyze and recommend options to system services. Incumbent employs excellent communication skills to convey technical information to users and vendors on a regular basis. Performs journey level work output on an independent basis subject to supervisory direction and review.
Typical Duties and Responsibilities
- Responds to telephone, pager, electronic mail, voice mail, verbal and written service requests to provide technical assistance to the college staff either in person, via telephone, electronic mail, voice mail or the help desk.
- Assists faculty, administrative staff and support staff with the operation and function of telecommunication devices and voice mail.
- Troubleshoots and resolves hardware and software problems. Modifies settings or replaces faulty equipment to attain resolution, which may involve coordination of district-wide telephone network.
- Provides user training and materials to voice mail users.
- Works closely with the telephone services team to maintain system configuration records for users, equipment and wiring.
- Performs basic diagnostics and repairs of user telephones and voice mail.
- Researches and makes recommendations regarding the purchase of system hardware and/or software. Obtains quotes for repair costs and maintenance. Contacts vendors for product information and price quotes. Contacts service contractors as needed.
- Moves and delivers telephone equipment between district-wide locations as well as within campus locations.
- Maintains, trouble-shoots, and coordinates all Octel Overture 300 system needs and vendor services.
- Maintains telephone system traffic records and provides recommendations regarding system operation/needs based on analysis of trunk/line network usage.
- Updates, maintains and processes all records in the call activity accounting system. Provides monthly call record reports to college departments. Approves and signs all phone bills.
- Initiates work orders upon request. Coordinates outside vendor services for remodels and new construction. Completes Remedy Change Management work orders and reassigns to appropriate group.
- Serves as a resource for creating documentation and training materials in response to faculty, administrative and support staff inquiries for technical support.
- Updates staff telephone/voice mail records in Banner. Maintains accurate voice mail record database.
- Updates and maintains college intra-net department directory.
- Updates and maintains Telephone Services intra-net web pages.
- Attends conferences, seminars, and training sessions to keep current with rapidly changing technologies, telephone/voice mail utilities and tools.
- Positions in this classification may perform all or some of the responsibilities above and all positions perform other related duties as assigned.
High school diploma or equivalent. Two years of experience providing technical support in telecommunications.
Must hold valid certificates for one or more of the following or be able to acquire certification within designated time frame upon hire:
- Nortel – Meridian Familiarization and Data Base
- Octel Overture – Overture 200/300 Administration
- ISI INFORTEXT – Data Base Administration
- Electronic telephone systems and the ability to trouble-shoot problems with the system.
- Plan, organize and document complex system operations; as well as configure systems for consistency with district wide college policies and procedures; train others who are unfamiliar with telephone/voice mail equipment and their applications and function options; communicate effectively with others; multi-task; lift and work on equipment that may be located in tight and poorly lighted spaces, such as under desks, in closets or other confined areas and provide own transportation for travel between job sites.
Work Environment and Physical Requirements
Deadline pressure and interruption of planned schedule or concentration occur on an ongoing basis. Exposure to video display terminals and computer related noise levels, as well as dust and equipment-cleaning materials occurs on a regular basis. Normal, flexible work hours with some extended hours are performed in an office or classroom setting throughout the district.