Telecommunications Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Telecommunications Specialist

Market Range:

IT13

Approved Date:

1/28/2021 4:18:47 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

P1

Career Level Description:

Professional Level 1

Job Code:

100713

Job Family:

Information Technology

Sub Family:

Telecommunications

Primary Purpose

Design, implement, manage and troubleshoot VoIP and analog telecommunication services for County employees, partners and facilities.  Manage telecom moves, adds and changes by provisioning hardware and features that meet the customer need.  Design, implement and administer voice-related services and applications including unified messaging, soft phone, interactive voice response, auto attendant, call handler, hunt group, and other contact center solutions.  Partner with other County departments to design, install and manage wired voice and data infrastructure and data closets. Create and generate reports, perform billing review and other business consulting to promote fiscally responsible, best fit solutions.

•

Design, implement, manage and troubleshoot landline and unified messaging service for Wake County.  Maintain and apply a knowledge of complex voice features to meet the customer’s need.  Process move, add and change requests, enabling e911 features to ensure rapid public safety response. 

1

30%

•

Provide business consultation to identify best fit voice solutions.  Design, implement and administer applications for call management including interactive voice response, auto attendant, call handler, hunt group, and other contact center solutions.  Generate reports and other data to validate solution efficacy.

2

25%

•

Contribute to the completion of projects. Proactively communicate project schedules and logistics with customers and peers; participate in meetings and provide technical input.  Maintain vendor relationships to deliver best fit solutions.

3

15%

•

Research, procure and deploy phone sets, headsets and other voice-related hardware.  Maintain accurate records to ensure correct billing for hardware and ongoing monthly services.

4

10%

•

Review construction blueprints and provide feedback to design and implement voice/data wiring, data closets and related construction requirements to meet the County’s voice and data needs.  Manage and maintain operational data closet elements including racks, patch panels, UPS, cabling, etc.

5

10%

•

Enhance personal proficiency and knowledge of systems and technology.  Stay current with IT industry trends and explore ways to effectively apply new technologies to the work of Wake County Government. 

6

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

P1

Career Level Description:

Professional Level 1

•

Works on small, routine projects or task-related activities that have some impact on the overall the Work Group.

•

Work is closely supervised.

•

Responsible for making minor changes in systems and processes to solve problems.

•

Identifies, defines and addresses problems that are not complex. Problems are typically within the immediate Work Group.

•

Communicates within or outside of the Work Group to provide information about policies, procedures, or analyses.

•

N/A – Jobs at this level are focused on self-development.

•

Requires basic, theoretical understanding of professional principles and skills, typically obtained through advanced education.

Qualifications

•

Associate's degree in Computer Science, Information Systems, Computer Engineering or related field

•

Two years of experience in information systems support

•

Equivalent education and experience are accepted

•

Possess and apply a broad technical knowledge of telecommunications services, features and applications.

•

Ability to consult and identify appropriate telecommunication solutions to meet business needs.

•

Strong written and verbal communication skills.

•

Project management skills.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Consulting

Applies knowledge of policies and procedures in the area of work to advise others across the organization on critical issues.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Technical Expertise

Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply non-routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X