Telecommunications Specialist III (NOC Help Desk Technician)
Military Occupation Specialty Code:
Army 25, 25B, 25W, 255N; Navy IT; Coast Guard 275, IT,030; Marine Corps 0619
Number of Vacancies:
COO Operations / CCTS
$4000.00 - $5000.00 / monthly
Hours Worked Weekly:
Provides 24/7 on-call support on a rotating basis along with other team members. Duration of on-call duty will be one (1) week at a time.
300 W. 15th Street, Austin Tx 78701
204 E. 14th Street, Austin Tx 78701
Refer Inquiries to:
(512) 463-5920 or (512) 475-4612
HOW TO APPLY:
Select “Apply Online” to apply for the job at https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en
You must create a CAPPS Career Section candidate profile or be logged in to apply
Update your profile and apply for the job by navigating through the pages and steps
Once ready, select “Submit” on the “Review and Submit” page.
Applicants must provide in depth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.
Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.
Candidates will be notified for appointments as determined by the selection committee.
Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.
EQUAL OPPORTUNITY EMPLOYER
The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age or disability. Please call 512-463-5920 to request reasonable accommodations.
The Texas Department of Information Resources (DIR) serves a wide spectrum of customers by providing technology leadership, solutions, and value to State of Texas government agencies, higher education, and local government entities of all sizes to facilitate the fulfillment of their core missions. When your publicly funded organization requires voice, data, wireless, video, or Internet services DIR makes procuring these services easy and cost-effective. DIR contracts with vendors to provide Telecom Services and since pricing is negotiated with the full-volume buying power of the State of Texas, we’re able to provide highly competitive rates and service levels.
This position performs complex (journey-level) telecommunications work associated with the Network Operations Center’s (NOC) Help Desk. Work involves Wide Area Network (WAN) network problem resolution in response to customer requests and routing of unresolved issues to appropriate staff; includes the monitoring of trouble tickets to ensure timely response. Works under general supervision with moderate latitude for the use of initiative and independent judgment.
WHAT WE DO
The ideal candidate will have demonstrated experience and aptitude for performing the following functions:
Receives, records, and monitors customer reports of trouble related to TEX-AN (Texas Agency Network) WAN telecommunications/ data equipment, and systems.
Performs initial troubleshooting in response to customer’s reports and disseminates unresolved trouble issues to appropriate staff and vendors.
Maintains liaison with vendors and/or internal departments involved in the resolution of reported trouble and completion of service request.
Performs periodic follow-up customer contact to evaluate customer satisfaction of services received.
Prepares summary reports on telecommunications/data trouble reports; maintains records on the status of trouble tickets.
Maintains liaison with vendors and/or internal departments involved in the resolution of reported trouble and completion of service requests.
Performs related functions as assigned
Associates degree in telecommunications from an accredited college, university, or technical school; or
One year of work-related experience may be substituted for each year of formal education (High School diploma or equivalent certification and seven (7) years of experience without degree).
EXPERIENCE & TRAINING REQUIRED
Five (5) years of experience in a telecommunications “Help Desk” environment.
Five (5) years of experience with WAN Technologies.
Experience with Remedy change management/trouble ticketing and helpdesk module.
EXPERIENCE & TRAINING PREFERRED
KNOWLEDGE, SKILLS & ABILITIES
Knowledge of telecommunications LAN/WAN environment, equipment, procedures, and terminology of network operating systems.
Skill in implementing corrective technical procedures according to manual directions to resolve telecommunications problems.
Skill in the use of telecommunications equipment, personal computer and related software.
Ability to interpret technical information, and to effectively communicate technical information to customers and staff.
Ability to effectively coordinate work flow, skill in determining and carrying out priorities on an individual basis.
Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers
Ability to understand, follow and convey brief oral and/or written instructions
Ability to communicate both verbally and in writing; in a clear and concise manner
Ability to work independently and as part of a team, and to support and contribute to a cohesive team environment
Ability to work a flexible schedule to meet required deadlines
Ability to provide 24/7 on-call support on a weekly rotating basis along with other team members, with a duration of one (1) week at a time
Ability to work under pressure and exacting schedules to complete assigned tasks
Ability to comply with all agency policies and applicable laws
Ability to comply with all applicable safety rules, regulations and standards
Frequent use of a personal computer, copiers, printers and telephones
Frequent work under stress, as a team member, and in direct contact with others
Frequent standing, walking, sitting, listening and talking
Occasional bending and stooping
Occasional lifting and climbing