Telecommunications Specialist II
Telecommunications Specialist II
Military Occupation Specialty Code:
Army- 25B, 25W, 94F; Navy- ET, IC, IT; Coast Guard- IT, C4I10; Marine Corps- 0699; Air Force- 3DX1X1
Number of Vacancies:
Chief Operations Office/Capitol Complex Telephone System
$3763.16 - $4000.00
Hours Worked Weekly:
300 W. 15th St #1300, Austin, TX 78701
Refer Inquiries to:
(512) 463-5920 or (512) 475-4612
HOW TO APPLY:
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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.
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.
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
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
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)
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