Telecommunications Specialist (TELECOMMUNICATIONS SPECIALIST)

Essential Functions

30% Under direct supervision, serves as a Telecommunications Specialist for the Department of Innovation & Technology (DoIT), performing routine incident management in the Customer Service Center (CSC):

• Receives initial customer service requests via telephone, email, or online order.
• Collects detailed information to fully document requests and enters in reporting system.
• Monitors incidents for the support of voice, Voice over Internet Protocol (VoIP), video, data, and wireless services and equipment in accordance with DoIT operational standards and guidelines.
• Resolves requests within scope and knowledge or directs request to the appropriate resources.
• Escalates incidents internally to ensure timely resolution.
• Engages appropriate DoIT resources and coordinates the resolution of requests/incidents.
• Dispatches technicians or refers to appropriate vendors to restore service.
• Provides status updates to customers and DoIT management as described within policies and procedures.
• Recommends product and service solutions.

25% Maintains incident documentation using appropriate reporting tools according to established procedures and standards:

• Reviews incidents within the reporting system to ensure proper categorization, accurate routing, reporting and analysis.
• Records all activity and customer communication within the work log to ensure a detailed history.
• Inspects work log and categorizations to ensure documentation of final cause and resolution for accurate routing, reporting and analysis.

25% Assists higher level staff in troubleshooting efforts of incidents:

• Identifies root cause and implements appropriate corrections to resolve.
• Uses diagnostic tools to isolate problems.
• Gathers documentation for root cause analysis.
• Coordinates support from internal and external support organizations and vendors.
• Monitors support efforts to ensure prompt resolution of issues due to failures and unsatisfactory service related to maintenance and/or repairs.
• Escalates issues requiring assistance from higher level staff
• Provides notification and updates to customer, agency contacts and DoIT management in accordance with the internal escalation procedures.

10% Participates in the development of methods and procedures and training programs to improve skill levels of staff associated with the CSC products, services, and processes:

• Participates in cross training efforts with higher level staff members.

5% Keeps abreast of new developments in the Information Technology field:

• Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
• Attends demonstrations and exhibitions related to assigned operations

5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

1. Requires knowledge, skill, and mental development equivalent to completion of completion of an Associate’s degree.

OR

1. Requires two (2) years of college, with major coursework in electronic engineering, radio/television, telecommunications, or related field. AND
2. Requires one (1) year of professional experience in telephone service coordination; telephone sales, installation, and minor telephone repair; IT desktop and/or LAN systems; OR other related business experience.

Preferred Qualifications

1. One (1) year of professional experience with VoIP systems.
2. Elementary knowledge of various voice, VoIP, wireless, data, IT desktop, or IT LAN communications systems and services.
3. Ability to develop methods, procedures, and training programs.
4. Ability to follow verbal and written instructions.
5. Ability to gain and maintain effective working relationships with associates, vendors, clients, and others.
6. Ability to coordinate the activities of work associates to achieve desired results.
7. Developed verbal and written communication skills to present information to others with clarity and precision.

Employment Conditions

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.

1. Requires the ability to verify identity
2. Requires employment authorization to accept permanent full-time position with the State of Illinois
3. Requires the ability to pass a position specific, agency required background check
4. Requires self-disclosure of criminal history.
5. Requires the ability to travel.
6. Requires the ability to work outside of normal hours to meet deadlines.
7. Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.
8. Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
9. Requires the ability to lift and carry objects or equipment weighing up to 20 pounds This is considered light work as defined by the U.S. Department of Labor (20 CFR 404.1567(b)). Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds.

The conditions of employment listed are incorporated and/or related to any duties included in the position description.