TITLE Telecommunications Service Coordinator
CLASSIFICATION NUMBER 1325
IMMEDIATE SUPERVISOR Coordinator of Networking Services
MAJOR ADMINISTRATOR Chief Information Officer
The Telecommunications Service Coordinator is responsible for administration of the University's telecommunications service, including technical support and project management.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A Bachelor's degree is required; a bachelor’s degree with an emphasis in Telecommunications, Computer Information Systems, or Electronics is preferred. However, significant (at least 5 years) experience in a position with substantially similar responsibilities, in both level of complexity and size of the telecommunication operation, to this position may be substituted for the college degree.
Experience: At least three years experience with telecommunication systems is required. Experience at an institution of higher education is preferred. Demonstrated experience in troubleshooting and supporting technical systems and procedures is required. Experience working with data and wireless communications is preferred. Experience with Avaya media server and voice messaging systems is preferred.
Skills: Strong verbal and written communication skills as well as excellent interpersonal skills are required, including the ability to contribute both as an individual and as a team member are required. Supervisory and administrative skills are required; organizational and project management skills to complete orders for telecommunications service needs including the ability to prioritize workloads and complex scheduling in an environment of frequent interruptions, multiple deadlines, and changing priorities are required. Outstanding customer service skills and the ability to assist in training personnel on the use of the PBX media server and voice messaging system features and functionality are required. The ability to work with minimal supervision and exercise good judgment and follow-through is required. Accuracy and reliability are required. Computer literacy and the ability to work with database applications are required. A strong understanding of PBX media server programming, features, automated attendant, inbound/outbound call center, call vectoring, system monitoring, audio conferencing, telecommunications equipment, including customer premise equipment, cabling systems, and maintenance of cable records is required. A demonstrated understanding of carrier-based communications provisioning and protocols in both public switched and private telecommunications networks is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required. An understanding of voice over internet protocols (VoIP) and other related emerging voice technologies, standards, and applications is preferred.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Helps to meet the needs of telecommunication end users by administering the University’s major telecommunications systems and its associated software by establishing users/passwords, trunking, call routing, system parameters, feature access codes, partitions, vectoring, and call centers, importing authorization codes, processing moves, adds, and changes, troubleshooting, generating back-up tapes, providing customer service and training, and monitoring call center and trunk traffic.
2. Assures the accuracy of telecommunication service related invoices from vendors by building reports and queries to sort categories of calls, monitoring charges, and working with vendors to correct invoicing errors.
3. Administers an effective long distance telephone service for University students by
establishing and overseeing procedures for the resale of long distance and services to students through management of the student share program which includes creating and assigning long distance authorization codes, generating contracts, monitoring daily usage of the service to identify students who have exceeded authorized usage limits, terminating services for students who have exceeded usage limits and failed to pay telephone bills, and re-establishing long distance telephone service upon payment of bills.
4. Administers commercial wireless service and equipment for the University by determining the best-contracted plan available for the needs of the department, monitoring and tracking usage of each account, reviewing, processing, and correcting cellular invoices, and assisting with the development of University policy for cellular service and use.
5. Assures an operable 911 system by overseeing and establishing procedures for maintaining E911 information for both campuses and using software to interface with the PSALI database.
6. Uses technical skills to accomplish work by creating and maintaining databases, merging files, importing and exporting data, and creating reports and queries to make various programs communicate with each other.
7. Administers the telemanagement system for billing, facilities management, directory, work order, and trouble ticket workflow by selecting and inputting data into the various modules, maintaining the databases on voice and data service for analog, digital, Ethernet, DSL, ISDN, and wireless services, the inventory of invoiceable equipment and services, and the location of facilities that use copper, fiber, and coax, administering the SQL database, creating and managing Crystal reports, establishing methods for importing and exporting information, and creating and maintaining the web interface for user work orders, reporting trouble, and review of invoices.
8. Assures accurate tracking and allocation of telecommunication services and equipment by processing cycle invoices for administration and students, monitoring and issuing credits, creating and managing historical files for call record and invoice information, scheduling polling, conversion, and call costing, processing and billing monthly long distance, equipment, and work order invoices for Springfield, West Plains, and Mountain Grove administrative and academic departments, providing Financial Services with electronic files for posting financial charges and credits to end user accounts, collecting and storing call records, monitoring call costing, rejected call review, fraudulent call tracking, and file maintenance, and periodically performing audits of telecommunication charges with attention to departmental equipment and local, long distance, wireless, video, and conferencing expenses.
9. Assists with the administration of server-based applications and security, including user groups, passwords, and domain user access to web applications and maintains client applications on work stations.
10. Assists with the team development of telecommunication systems and services through vendor communications, performing system evaluations, assessing cost effectiveness, and assisting with the RFP process.
11. Contributes to strategic planning by maintaining an awareness of new products, remaining current with emerging technologies, and monitoring federal, state, and local regulatory issues.
12. Supports the department by facilitating the installation and troubleshooting of telecommunication circuits such as T1, DSL, Cable, PRI, etc.
13. Provides prompt, professional, and personal response in solving problems by providing first line, consistent technical support for faculty, staff, and students for telephone configuration, applications, and connectivity and solving problems and offering solutions to users by troubleshooting, diagnosing, repairing, and issuing work orders, when needed, after evaluating faculty, staff, and student issues.
14. Ensures that users are able to effectively utilize the phone system by planning, developing, coordinating, and writing telephone documentation that encompasses policy, procedures, features, and services, ensuring the availability of documentation in both paper and electronic form for faculty, staff, and students, and conducting training sessions.
15. Improves service and support by taking the initiative to learn new computer applications and systems and developing computer-related skill sets.
16. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
17. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Coordinator of Networking Services.
18. Contributes to the overall success of Computer Services by performing all other duties and responsibilities as assigned.
The Telecommunications Service Coordinator is supervised by the Coordinator of Networking Services and supervises the Telecommunications System Administrator, the University Operator, part-time and student workers.
OFFICE OF HUMAN RESOURCES
REVISED MARCH 2013
JOB FAMILY 3
Factor 1: Educational/Experience Requirements of the Job
Level 8 - 1576 Points: A combination of education and experience equivalent to a Level 8 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.
Factor 2: Supervisory Responsibility
Level 4 - 1196 Points: Supervision of a work group including hiring, training, planning, and directing the work of employees. At this level the job often requires close supervision of a rather small number of permanent employees, and/or small numbers of part-time workers, graduate assistants, and/or student workers performing relatively complicated technical or skilled work, and/or other groups of employees at a similar level. At this level it is frequently necessary to train and instruct others, and plan and direct work. Supervisory responsibilities may consume moderate amounts of work time and may include general work planning tasks.
Factor 3: Skill, Complexity, and Technical Mastery
Level 6 - 1900 Points: Advanced knowledge of a wide range of information technology methods and procedures including those regarding systems life cycles and systems application development. Knowledge permits the employee to plan and carry out a variety of assignments, modify standard practices, solve diverse software and hardware problems, and adapt precedents to accommodate specialized requirements and meet a wide variety of business objectives.
Factor 4: Budgetary Control
Level 3 - 579 Points: Jobs at this level are responsible for identifying areas of need and for developing proposals that request funding to fulfill those needs.
Factor 5: Work Environment and Physical Demands
Level 1 - 25 Points: The work environment has only everyday discomforts associated with an office or commercial vehicle. The work area is adequately lighted, heated or cooled, and ventilated. Work is largely sedentary involving mostly sitting with occasional walking, standing, bending, or carrying of small items. No special physical demands are required of the work.
Factor 6: Work Impact and Effect
Level 4 - 3060 Points: Work products or services directly impact the work of other professionals, the development and operation of programs, affect major activities across units, and/or impact the well-being of large numbers of individuals. Typically the work is complex and may involve addressing conventional problems or situations with established methods or resolving critical problems or developing new processes or models to address specific problems. Improperly performed work and/or equipment or software failures produce errors and delays that affect the operations and/or reputations of multiple or critical departments, programs, or units, and individuals. Improperly performed work and/or equipment or software failures may be remedied in the short to medium term, but at substantial cost of time and resources. The scope of improperly performed work and/or equipment or software failure is large and the nature of the activity requires that emergency repairs be performed.