Telecommunications Specialist II

Job Posting:          

#00014482

Opened:                

04/21/2021

Closes:   

05/05/2021

Position Title:       

Telecommunications Specialist II

Class/Group:

0283/B20

Military Occupation Specialty Code:

Army- 25B, 25W, 94F; Navy- ET, IC, IT; Coast Guard- IT, C4I10; Marine Corps- 0699; Air Force- 3DX1X1

FLSA:      

Non-Exempt

Number of Vacancies:

1

Division/Section:

Chief Operations Office/Capitol Complex Telephone System

Salary Range:

$3763.16 - $4000.00

Duration:

Regular

Hours Worked Weekly:      

40

Shift:      

Days

Travel:    

Limited

Agency Address:  

300 W. 15th St #1300, Austin, TX 78701

Web site:


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.

  • If you have problems accessing the CAPPS Career Section, please email the CAPPS Recruiting Help Desk at capp.recruiting@cpa.texas.gov

SPECIAL INSTRUCTIONS: 

  • 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.

THE OPPORTUNITY

The Texas Department of Information Resources is the state agency charged with protecting the state’s data and critical technology infrastructure, managing a multi-million-dollar cooperative contracts program, and providing strategic technology leadership, solutions, and innovation to all levels of Texas government.  DIR is a fast-paced and collaborative environment with highly motivated and engaged employees dedicated to achieving the best value for the state. 

This role is responsible for performing complex (journey-level) work associated with the CCTS (Capitol Complex Telephone System) Help Desk.  Work includes the opening and monitoring of trouble tickets to ensure timely resolution of customer problems and requests.  Provides quality customer service and a helpful attitude for all customers. Works under the general supervision of the CCTS manager with moderate latitude for use of initiative and independent judgment. 

WHAT WE DO

The ideal candidate will have the ability to highlight their strengths in the following functions:

  • Receives reports of trouble related to PBX and VoIP telecommunications/data equipment, and systems, enters trouble tickets into help desk ticketing system and assigns item/billing codes

  • Maintains location information for customer devices

  • Performs initial troubleshooting of customer’s trouble reports and escalates appropriately

  • Liaison with vendors and or internal departments used in the resolution of service request

  • Performs periodic customer contact to evaluate customer satisfaction of services received.

  • Assists in writing and trains staff in the use of standard operating procedures and initial troubleshooting procedures

  • Prepares summary reports on telecommunications/data trouble reports and maintains records on the status of trouble tickets.

  • Performs a variety of nonessential work as assigned. 

EDUCATION

  • Graduation from a standard senior high school or equivalent

EXPERIENCE & TRAINING REQUIRED

  • A minimum of two (2) years of full-time wage-earning experience in a Help Desk and/or customer service environment.

  • Experience using databases to enter, maintain and track customer account information; including work orders, billing information, and equipment/device management.  

EXPERIENCE & TRAINING PREFERRED

  • Full-time wage-earning experience in a telecommunications or data environment

KNOWLEDGE, SKILLS & ABILITIES

  • Knowledge in VoIP IP and PBX technology, preferred

  • Ability to maintain service orientation and take care of the customer’s needs while following agency procedures

  • Ability to exercise courtesy, tact and diplomacy in all communications

  • Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments

  • 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 with internal and external customers

  • 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 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. project management, 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