TELECOMMUNICATIONS SPECIALIST I, II
COUNTY OF SANTA CRUZ
Under general supervision, perform a variety of tasks and activities related to telecommunication system administration and to the processing of service and repair requests from County operating departments and tenants; and perform other duties as required.
Telecommunications Specialist I is the trainee level classification in the series. Initially, incumbents work under close supervision as they acquire knowledge of telecommunication systems, equipment, software, services, and features and learn the task organization and sequencing for moves, adds, and changes. They receive on-the-job training and may receive formal training (vendor/manufacturer provided). Incumbents are expected to promote to the next level of Telecommunications Specialist after gaining experience and demonstrating the required level of proficiency.
Telecommunications Specialist II is the journey level classification in the series. Incumbents perform the full range of duties including system administration activities related to system security, cost containment, resource allocation determinations, software testing and user training; maintain telecommunication and telemanagement systems databases; perform complex analyses of system reports and statistics, e.g., traffic statistics and ACD statistics; perform complex service changes associated with major relocations or remodels; design telecommunication plans for new facilities; and configure and modify system and station features (such as voice mail, call processing, automatic call distribution, and classes of service) to specific users' requirements.
Perform system administration functions including conduct security checks, assign and track the use of specific network and equipment resources using a computerized management system, analyze equipment inventory, plan purchasing arrangements to replenish supplies, and provide input for developing the division's budget for expenditures for telecommunications services and equipment; plan, organize, and implement departmental installations and relocations involving the coordination of multiple vendors and organizational resources; receive, review, coordinate, and schedule work orders for telecommunication services and equipment; evaluate requestors' needs for telephone service and recommend appropriate services; order trunks, lines, circuits and other network and equipment products and coordinate their installation and testing; obtain price quotes for various services from different vendors; verify invoices and reports received from network and equipment providers against work orders; prepare and track work orders and trouble tickets in a computerized management system; perform software moves, adds, and changes to system and station features in switches; manipulate system parameters and configurations to most effectively utilize system resources; operate and monitor a wide area network for voice and/or data communications, including installing and configuring the network and software at various work sites in the County; troubleshoot and coordinate the resolution of system and equipment problems; assist in preparing written instructions for the operation of departmental systems; set up and run system analysis reports and explain findings to user departments; answer questions from users and explain system features and how they are best used in a business environment; train operating departments' users at various County work sites in telephone and feature usage; explain and monitor user compliance with County and departmental policy as it relates to telecommunications systems usage and equipment; act as office receptionist, responding to incoming matters or routing them to the proper resource; provide backup and assistance for departmental billing process and vendor payments.
Telecommunications Specialist I
Working knowledge of:
Telecommunications Specialist II
Working knowledge of the above, plus:
Some knowledge of:
Education and Experience:
Any combination of education and experience, which would provide the required knowledge and abilities, is qualifying, unless otherwise specified. A typical way to obtain the knowledge and abilities would be:
Telecommunications Specialist I: Completion of at least two college level, semester or quarter-length courses in computer science, computer operations, data processing, systems analysis, office automation, information processing, telecommunications, or a closely related field,
One year of experience performing journey level clerical duties which included one or more of the following: automated record and/or data management, automated billing or other financial transactions, customer service and order fulfillment involving time and materials, or substantial use of a variety of personal computer software applications.
Substitution for Level I: An additional year of qualifying experience may be substituted for the required education.
Telecommunications Specialist II: One year of experience working with modern electronic/digital telecommunication systems in one or more of the following areas: application of telecommunication features to user requirements; evaluating and processing telephone or telecommunication service requests; preparing/tracking/verifying billings and/or work orders for telephone and telecommunication services and repairs; preparation and presentation of a wide range of end user training; system maintenance, security, traffic/usage analyses, troubleshooting, and resolution of software and hardware problems; or performing soft ware move-add-change tasks.
Substitution for II Level: Successful completion of manufacturer or authorized contractor-provided system administration training for modern electronic PBX and voice mail systems may be substituted for up to six months of the required experience on the basis of one course for two months of experience.
Special Requirements, Conditions:
License Requirements: Possession of a valid California class C driver license is required for some positions.
Background Investigation: Fingerprinting is required.
Other Special Requirements: Availability to work irregular hours as necessary due to equipment/system problems, including evenings, week ends, holidays and overtime.
PREVIOUS CLASS TITLES: (Administrative Aide was used prior to 12/94.)
Bargaining Unit: 41
EEOC Job Category: 03
Occupational Grouping: 84
Workers' Comp Code: 53