Tech Support Spec Ii(Telecommu

Rhode Island Department of Environmental Management•Warwick, RI

About The Position

The Technical Support Specialist II (Telecommunications) performs complex technical support work involving the operation, maintenance, configuration, and support of computer, network, and telecommunications systems. The role includes installing and maintaining operating systems and related software; supporting system performance, capacity, and operations; diagnosing hardware, software, and cabling malfunctions; and providing technical assistance for system operations. Work is performed under the general supervision of a superior, with latitude for independent judgment and review generally occurring upon completion. The employee may supervise subordinate technical personnel as needed. The supplemental description identifies the role’s focus as administration and support of Microsoft Teams and related collaboration services. The position manages Teams settings, policies, governance, Teams Phone, meetings, messaging, devices, and integrations; monitors service health and call quality; troubleshoots user and system issues; supports upgrades and deployments; and coordinates with networking, security, identity, and infrastructure teams. It also develops procedures and documentation, supports licensing and access controls, provides end-user training, and reports on usage and operations. The position is scheduled Monday through Friday, 8:30 a.m. to 4:00 p.m., for 35 hours per week. The successful candidate will have access to Federal Tax Information and must undergo a national fingerprint background screening. Employment eligibility must also be validated through E-Verify.

Requirements

Working knowledge of hardware and software management principles, practices, methods, and techniques in the area of specialization, and of system capabilities and intricacies.
Working knowledge of system installation, modification, performance, operational, and capacity management methods and procedures.
Ability to install and maintain operating systems and data management, telecommunications, system performance, capacity management, and utility software.
Ability to design, code, test, and debug specialized software related to the area of specialization.
Thorough knowledge of systems programming and systems analysis.
Working knowledge of personal computers and related peripheral equipment.
Ability to provide technical support in computer systems, network, and telecommunications operations.
Ability to use diagnostic programs and equipment to identify and isolate hardware and software problems.
Education and experience gained through college graduation, including or supplemented by successful completion of Computer Science courses in the specialty area, and technical employment involving evaluation and diagnosis of systems or systems-programming problems causing interruptions and malfunctions; or a substantially equivalent combination of education and experience.
The individual hired must undergo a national fingerprint background screening because the position has access to Federal Tax Information.
The individual hired must have employment eligibility validated through E-Verify.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
At least 3 years of Microsoft 365 administration experience.
At least 2 years of Microsoft Teams administration experience.
Experience with Microsoft 365, Microsoft Teams Admin Center, Entra ID (Azure AD), PowerShell, Teams Phone, and voice and collaboration technologies.
Strong troubleshooting and customer service skills.
Microsoft 365 Certified: Teams Administrator Associate (MS-700).
Experience with Direct Routing, Operator Connect, SBCs, e911, Intune, Exchange Online, SharePoint Online, and Microsoft Defender.
Experience in enterprise-scale Microsoft 365 environments.
Skills in Microsoft Teams administration, Teams Phone, Call Queues and Auto Attendants, Teams policies and governance, Microsoft 365 administration, Entra ID and identity management, PowerShell automation, network troubleshooting, device management, and reporting and analytics.

Responsibilities

Administer, maintain, configure, and support the Microsoft Teams environment and related collaboration services.
Configure and manage Teams settings, policies, governance standards, teams, channels, apps, and collaboration features.
Administer Teams Phone services, including dial plans, voice routing, calling policies, Auto Attendants, Call Queues, and phone number assignments.
Configure and support Teams meetings, webinars, and conferencing services.
Manage Teams-certified devices, phones, conference room systems, and displays.
Monitor service health, system performance, call quality, capacity, and user experience.
Troubleshoot Teams, calling, messaging, meeting, device, hardware, software, and cabling problems; use diagnostic programs and equipment to identify and isolate issues.
Install and maintain operating systems and data management, telecommunications, system performance, capacity management, and utility software.
Implement procedures for installation, modification, problem resolution, performance, operations, and capacity management of systems and software.
Design, code, test, and debug specialized software related to the area of specialization.
Provide technical support for system operations, programming, system analysis, and related activities.
Develop and maintain operational procedures, standards, and documentation.
Coordinate with networking, security, identity, and infrastructure teams.
Manage licensing and role-based access control.
Support upgrades, migrations, and new Teams feature deployments, and ensure compliance with organizational security and governance requirements.
Provide end-user training and technical guidance; attend training to keep current with software and procedures and, under supervision, conduct training for technical and programming staff.
Generate usage, adoption, and operational reports for leadership.
As required, supervise subordinate technical personnel and others assigned to assist.
Perform related work as required.