Telecommunications Specialist III

TX-HHSC-DSHS-DFPS • Lumberton, TX

1d

About The Position

Works as part of a team of six information technology professionals who provide IT support for over 800 state employees located throughout 14 counties in southeast Texas.  This position is considered the regional telecommunications expert on this team.  As a part of the Regional I.T. team, the person will need to be able to provide desktop, software, and network support at times.  Working with a team of telecommunications experts at state headquarters, the person working in this position will need to be able to perform complex computer systems analysis and telecommunications work. Working with local users, this person will need to be able to install, operate, diagnose, train, and resolve voice, data, digital, wireless, cabling, and video telecommunications issues.  Working with Regional Administrative Services, this person will need to be able to maintain a working relationship with telecom and cable vendors to ensure proper service and billings for those services.  As the regional telecom expert, the person must be able to provide guidance to others during projects, support, and with issue diagnosis and be able to work under minimal supervision (with latitude for the use of initiative and independent judgment). Work will require an understanding of the HHS enterprise, its business needs, and the Enterprise Telecommunications Services (ETS) program. Work will include installation and support of servers, computers, hardware, software, network, and telecommunication related systems. Work will include development and maintenance of reports using various software products on supported systems or proposed business solutions. The person in this position must be able to recommend changes to improve system operations and reduce telecom costs. The position requires a person with good communications and customer service skills. The position requires a person that will accurately document time, cost, and labor while adhering to the policy and procedure of the State of Texas Health and Human Services.

Requirements

• Ability to work with Microsoft products (i.e., Outlook, Word, Excel, TEAMS); Effective use of personal computers.
• Ability to use a ticketing system.
• General working knowledge of PBX systems.
• Knowledge of data processing and telecommunications principles, equipment, procedures, terminology, standards, and wiring technologies of network operating systems; Skill in using telecommunications test equipment and applicable software.
• Ability to interpret small to intermediate building floor plan layout and construction documents.
• Ability to coordinate, install, operate, and evaluate telecommunications equipment; to analyze, diagnose, and resolve telecommunications problem’s ability to articulate telecom related issues during meetings with Directors, Program Managers, Customers, Vendors, and coworkers.
• Ability to work independently and as a team member.
• Skill in organizing and analyzing information.
• Ability to lift to 30lbs.
• Ability to supervise the work of others including contractors and vendors.
• Can travel as work dictates.
• Ability to adapt to schedule changes and to travel after hours and/or stay overnight on short notice.
• General knowledge of Federal Communications Commission policies and procedures.
• Knowledge of project management duties and leading technical teams.
• Knowledge of telecommunications test equipment, computers, and applicable software (i.e., ohm meter, scanners, wire testers, voltmeters, digital meters, telephone test sets and cable testers, putty, Securocrat, Jump Server, Procom, HyperTerminal).
• Ability to travel 30% and have dependable transportation
• A valid Texas driver’s license is required.
• Experience with office software (i.e., Microsoft Outlook, Word, Excel, TEAMS).
• Experience with providing desktop support and troubleshooting telecom and data hardware and software issues.
• Experience with computer and telecom networks with experience support the hardware components
• Experience working with others in an IT team environment and working independently.
• Experience establishing courteous business relationships with customers, users, managers, and supervisors.
• Experience installing or supervising wiring in high, low, and confined spaces.
• Can analyze, diagnose, and resolve telecom problems.
• Must have reliable transportation with the appropriate insurance coverage and a valid driver's license from state of residence.
• Must be capable of lifting, loading, and transporting computer and network equipment to complete work requests.
• Applicants from outside Region 1 must be willing to relocate within 30 days of hire.

Nice To Haves

• Experience using Helix is preferred but not required.

Responsibilities

• Maintains oversight and administration of telecommunications systems supporting multiple agencies (HHSC, DSHS, and DFPS).
• Supports multiple Regional sites and travels to locations as required.
• Monitors ticket system and primarily perform telecom network support remotely, directly and in joint efforts with third party vendors for problem resolution within HHSC service level agreement specifications.
• Review small to intermediate floor plan layouts as provided by Regional Administration Services (RAS) of new or existing building remodeling projects, modifications, and/or expansion to existing facilities to ensure that Telecom Equipment will be housed appropriately.
• Communicates with RITM (Regional IT Manager), RAS (Regional Administrative Services) staff, PM (Program Management) and Vendors, providing appropriate judgments and evaluations.
• Applies technical expertise and skills, and determines telecom and data needs, plans, and coordinates accordingly for equipment delivery and implementation.
• Keeps RITM, RAS, and program management informed of project progress to meet target goals.
• Writes and maintains reports citing work progress during meetings, projects, and site visits.
• Keeps reports via software and hardcopy formats to communicate floor plan reviews with appropriate owners.
• Serves as regional telecom “subject matter expert” during Regional meetings, scan calls, and conferences with RITM, RAS staff, and PM.
• Participates in statewide scan calls with other telecom staff and State Office telecom leads to discuss telecom issues, statewide projects, and plans for upcoming telecom mandates.
• Completes telecom assignments and functions as directed by RITM when necessary, using VPN from on-site and/or in the field.
• Assumes responsibility for all state property issued for telecom activities and support.
• Completes department forms such as time records, travel vouchers, and ticketing system updates in a timely manner.
• Maintains daily communication with the IT team, customers, and vendors, for reported incidents, work requests, and open tickets as needed.
• Leads and supervises the activities of vendor technicians and provides technical support or guidance as necessary and supervises related issues including managing predetermined and scheduled work.
• Reviews of contractual performance to ensure vendor compliance by overseeing vendor troubleshooting, project tasks, and problem resolution progress.
• Expeditiously escalates trouble calls with third party vendors when appropriate and promptly informs upper management and customers and provides routine updates to all parties.
• May conduct special fact-finding reports and coordinate repair of phone lines used by office equipment such as printers, fax and post meter machines, fire, paging, and security systems, and recommend resolutions to RITM and RAS as appropriate.
• Analyzes and tests new or existing procedures, new or existing telecommunications systems or programs for efficiency and effectiveness and consults with management for appropriate action.
• Assists State Office telecom leads in analyzing and defining agency disaster recovery responsibilities and procedures.
• Coordinates, plans, and schedules the installation or training for new or revised telecommunications systems.
• Provides technical expertise for proposed system modifications.
• Maintains system databases and yearly equipment inventories.
• Prepares material requests and plots time requirements for telecommunication projects such as cabling for voice drops and electrical power needs.
• Assist in resolving Service Level Agreement issues by defining causes of errors and recommending appropriate responses.
• Seeks State Office telecom and peer guidance as necessary, attends workshops, seminars, and training to keep abreast of business progress and changes.
• Communicates orally and in writing and establishes and maintains an effective working relationship with customers, vendors, coworkers, and management in a team atmosphere.
• Performs related work as assigned by RITM including asset and project management.
• Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet agency’s obligations for disaster response and/or recovery of Continuity of Operations (COOP) activation and other IT requirements such as LAN/WAN cabling and related IT network equipment setup.
• Must maintain an acceptable driving record in accordance with agency policy.

Benefits

• comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees
• a defined benefit pension plan
• generous time off benefits
• numerous opportunities for career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed