TECH SUPPORT SPEC II(TELECOMMU

State of careers Rhode Island • Warwick, RI

2d • $84,783 - $95,517

About The Position

The Technical Support Specialist II (Telecommunications) performs complex technical support work related to the operation and maintenance of computer, network, and telecommunications systems. The role requires applying system management techniques, diagnosing and resolving hardware and software problems, and supporting system installation, modification, performance, operations, and capacity management. Work is performed under general supervision, with independent judgment; some assignments receive detailed instructions. The position may supervise subordinate technical personnel as needed.

The supplemental description specifies responsibility for administration, configuration, support, security, and optimization of the Microsoft Teams platform. The role manages collaboration services, Teams Phone, meetings, messaging, policies, devices, and integrations to support reliable communication across the organization. Duties include monitoring service health and user experience, troubleshooting issues, maintaining procedures and documentation, coordinating with technical teams, and providing user guidance and reporting.

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 will 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 operational and system capabilities.
• Working knowledge of system installation, modification, performance, operational, and capacity-management methods and procedures in mainframe, mini-computer, network, and/or telecommunications environments.
• Ability to install and maintain operating systems, 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 through graduation from a recognized college, including or supplemented by successful completion of Computer Science courses in the specialty area; or substantially equivalent combined education and experience.
• Experience in a technical position in the area of specialization involving evaluation and diagnosis of systems and/or systems-programming problems that cause interruptions and malfunctions; or substantially equivalent combined education and experience.
• Must undergo national fingerprint background screening due to access to Federal Tax Information.
• 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, or Microsoft Defender.
• Experience in enterprise-scale Microsoft 365 environments.

Responsibilities

• Administer and maintain the Microsoft Teams environment, including settings, policies, governance, 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, performance, call quality, and user experience.
• Troubleshoot Teams, calling, messaging, meeting, device, hardware, software, and cabling issues; use diagnostic programs and equipment to identify and isolate problems.
• Install, maintain, and support computer, network, and telecommunications operating systems, hardware, software, and related systems.
• Implement methods and procedures for installation, modification, problem resolution, performance, operations, and capacity management.
• Design, code, test, and debug specialized software related to the area of specialization.
• Develop and maintain operational procedures, standards, and documentation.
• Coordinate with networking, security, identity, and infrastructure teams.
• Manage licensing and role-based access control (RBAC).
• Support upgrades, migrations, and deployment of new Teams features.
• Ensure compliance with organizational security and governance requirements.
• Provide end-user training and technical guidance; attend training to stay current with software and procedures and, under supervision, train programming and technical staff.
• Generate usage, adoption, and operational reports for leadership.
• Provide technical support to system operations, programming, systems analysis, and related activities.
• Perform related work as required.

Benefits

• Benefits are available to State of Rhode Island employees; details are provided through the Office of Employee Benefits.
• New employees are required to participate in direct deposit.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level