Staff Specialist (Information Technology/Communication Systems Specialist II)

State of Illinois•Springfield, MO

1d•Onsite

About The Position

This position serves as a Staff Specialist in the Telecom Project Unit in the Customer Service Center (CSC). In this role, you will work with vendors, agencies, and other DoIT teams to provide administration and support for DoIT Telecom Enterprise Services. In addition, you will diagnose problem source and coordinate with internal organizational support and operations groups and/or with vendors to identify cause and implement appropriate corrections to resolve issues related to installations.

Requirements

Requires knowledge, skill and mental development equivalent to completion of four (4) years of college with major coursework in electronic engineering, radio/television, telecommunications, or data processing.
Requires four (4) years of professional experience in communication systems designs.

Nice To Haves

Four (4) years of professional experience in the coordination, sales, administrative support, installation, repair, or other related business experience in communications, including experience directing and monitoring service requests, reviewing requests for accuracy and compliance, and coordinating with vendors and internal teams for installation of services.
Four (4) years of professional experience with various traditional voice, Voice over Internet Protocol (VoIP) and collaborative services, data communications, video conferencing or wireless concepts and principles, including applying this knowledge in service request processing, troubleshooting, diagnostics, incident resolution, and providing technical consultation on telecommunications services and equipment.
Four (4) years of professional experience reviewing and conceptualizing an agency’s communication requirements, including assessing requests for alignment with governance and procurement guidelines, recommending telecommunications product and service solutions, and interpreting technical needs to verify accurate routing, provisioning, and support within enterprise communication services.
Four (4) years of professional experience maintaining detailed documentation and reporting, including recording activities in work logs, categorizing requests for accurate routing and analysis, providing status updates to customers and management, and validating final acceptance of completed service requests.
Four (4) years of professional experience participating in contract and vendor management activities, including contributing technical requirements, evaluating vendor responses, supporting contract negotiations, monitoring performance guarantees and service level expectations, and identifying opportunities to improve service delivery.
Ability to analyze data logically and exercise sound judgement in defining and evaluating problems of an operational or procedural nature.
Ability to gain and maintain effective working relationships with associates, vendors, clients, and others.
Developed verbal and written communication skills to present technical information clearly and precisely to diverse audiences, including business users, development teams, agency executives, and others.

Responsibilities

Serves as a Staff Specialist for the Department of Innovation & Technology (DoIT), performing highly complex technical functions relating to communications system design, analysis, provisioning, and trouble mitigation, including working with vendors, agencies, and other DoIT teams to provide administration and support for DoIT Telecom Enterprise Services.
Prepares and maintains documentation on requests using appropriate reporting tools according to the established procedures and standards, including categorizing requests within the reporting system to verify accurate routing and reporting/analysis.
Participates in the development, discussion, and implementation of vendor contracts, including monitoring contracts to validate up-to-date contracts are in place.
Diagnoses problem sources and coordinates with internal organizational support, operations groups, and with vendors, including identifying problems cause and implementing appropriate corrections to resolve issues related to installations.
Participates in the development of methods and procedures and training programs to improve skill levels of staff associated with the CSC products, services, and processes.
Keeps abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.

Benefits

Competitive Group Insurance benefits including health, life, dental and vision plans.
Flexible work schedules (when available and dependent upon position).
10 -25 days of paid vacation time annually (10 days for first year of state employment).
12 days of paid sick time annually which carry over year to year.
3 paid personal business days per year.
13-14 paid holidays per year dependent on election years.
12 weeks of paid parental leave.
Pension plan through the State Employees Retirement System.
Deferred Compensation Program – voluntary supplemental retirement plan.
Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP).
Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility.