Telecommunications Specialist III (NOC Help Desk Technician)

Job Posting:         

#00003779

Opened:               

12/05/18

Closes:  

12/19/18

Position Title:      

Telecommunications Specialist III (NOC Help Desk Technician)

Class/Group:

0283/B20

Military Occupation Specialty Code:  

Army 25, 25B, 25W, 255N; Navy IT; Coast Guard 275, IT,030; Marine Corps 0619

FLSA:     

Non-Exempt

Number of Vacancies:

1

Division/Section:

COO Operations / CCTS

Salary Range:

$4000.00 - $5000.00 / monthly

Duration:

Regular

Hours Worked Weekly:     

40

Shift:     

Days

On-call Duty:

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.

Travel:   

None

Agency Address: 

300 W. 15th Street, Austin Tx 78701

Work Location:   

204 E. 14th Street, Austin Tx 78701

Web site:

www.dir.texas.gov

Refer Inquiries to:              

Human Resources

Telephone:

(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. 

Interview Place/Time:

Candidates will be notified for appointments as determined by the selection committee.

Notice:

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 OPPORTUNITY

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

EDUCATION

  • 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

  • Experience in Texas state government work relevant to the duties of position.

  • Cisco Certified Network Associate Routing & Switching (CCNA) certification.

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

COMPUTER SKILLS

  • Proficiency in the use of a personal computer and applicable software necessary to perform work assignments e.g. word processing, spreadsheets (Microsoft Office preferred)

OTHER REQUIREMENTS

  • Regular and punctual attendance

  • Criminal background check

WORK ENVIRONMENT

  • 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