Telecommunications Specialist III

TX-HHSC-DSHS-DFPS • Amarillo, TX

1d

About The Position

The telecommunications specialist III works as a member of the Region 01 IT team. As a part of the team, the telecom specialist will be able to provide both telecom and data support for desktop, software, and network as required.
Performs complex computer systems analysis and telecommunications work. Work involves installing, operating, diagnosing, and resolving voice, data, digital, wireless, and video telecommunications systems and networks. May provide guidance to others. Works under minimal supervision, with latitude for the use of initiative and independent judgment. Work requires an understanding of the HHS enterprise, its business needs, and the Enterprise Telecommunications Services (ETS) program. Work includes installation and support of servers, computers, hardware, software, network, and telecommunication related systems. Work includes development and maintenance of reports using various software products on supported systems or proposed business solutions. Able to recommend changes to improve system operations and reduce costs. May supervise the work of others and provide staff training. Works under limited supervision, with latitude for the use of initiative and independent judgment

Requirements

• Ability to work with Microsoft products (i.e., Outlook, Word, Excel); Effective use of personal computers. Ability to use a ticketing system. Experience using Helix is preferred but not required. General working knowledge of PBX systems.
• Knowledge of data processing and telecommunications principles, equipment, procedures, terminology, standards, and wiring technologies of network operating systems. 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, HyperTerminal).
• 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.
• Familiar with the use of office software (i.e., Microsoft Outlook, Word, Excel). Experience with providing desktop support and troubleshooting telecom and data hardware and software issues.
• Experience with computer networks.
• Experience working with others in an I.T. 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.
• Able to Travel 30% of time.
• 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. Some use of personal vehicle may be required.

Nice To Haves

• Preferred but not required A valid Texas driver’s license is required.
• Graduation from an accredited four-year college or university with major course work in computer science, management information systems, electronic engineering, or a related field is preferred. Education and experience may be substituted for one another on a year per year basis.

Responsibilities

• Attends work on a regular and predictable schedule in accordance with agency leave policy. Some Holiday and weekend work may be required for projects, moves and where updates may be business impacting.
• 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.
• Reviews small to intermediate floor plan layouts as provided by RegionalAdministration 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 and site visits.
• Keeps reports via software and hardcopy formats to communicate floor plan reviews with appropriate owners.
• Serves as telecom “subject matter expert” during regional meetings, scan calls, andconferences 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 IT team, customers, and vendors, for reported incidents, work requests, and open tickets as needed.
• Oversees 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 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, 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.
• Assists in resolving Service Level Agreement issues by defining causes of errors andrecommending 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 asLAN/WAN cabling and related IT network equipment setup. Must maintain an acceptable driving record in accordance with agency policy.

Benefits

• Our 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 and more.

What This Job Offers

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