User Collaboration Specialist

Global Data Consultants•Harrisburg, PA

About The Position

GDC IT Solutions is currently seeking a User Collaboration Specialist to support the Supreme Court of Pennsylvania and the Administrative Office of Pennsylvania Courts (AOPC). This position will focus on enterprise telephony, video conferencing, and audiovisual technologies across multiple campuses and remote locations, while providing technical support and collaboration solutions to end users. As a User Collaboration Specialist, you will be responsible for designing, implementing, maintaining, and supporting enterprise analog and IP telephony, video conferencing, and audiovisual solutions for the Supreme Court of Pennsylvania and AOPC. You will work closely with end users, IT teams, telecommunications carriers, and third-party vendors to troubleshoot issues, implement technical solutions, support collaboration technologies, and ensure reliable operation of telecommunications and AV/VC systems across multiple locations.

Requirements

Demonstrated experience supporting and administering Cisco Enterprise Phone systems.
Experience designing, configuring, maintaining, and troubleshooting analog and IP telephony environments.
Experience supporting video conferencing and audiovisual technologies in an enterprise environment.
Experience installing, configuring, maintaining, and troubleshooting telecommunications hardware and software.
Experience providing technical support directly to end users and resolving complex technology issues.
Ability to communicate and coordinate effectively with third-party vendors and telecommunications carriers.
Ability to successfully complete a criminal background check conducted by AOPC.
Experience with Cisco UCCX scripting and automated Help Desk call flows.
Experience supporting Cisco Voice Gateways and enterprise IP telephony integrations.
Experience with Webex Boards, Webex Room Kits, and video conferencing codecs.
Experience with AMX control systems and enterprise audiovisual environments.
Experience administering Webex-hosted services and on-premises collaboration infrastructure.
Experience supporting enterprise fax server solutions and their integration with telephony infrastructure.
Experience integrating IP telephony systems with security camera and door buzzer systems.
Experience providing technical training to end users on telecommunications, AV, video conferencing, and collaboration technologies.

Responsibilities

Design, plan, install, configure, maintain, and support analog and IP telephony systems, including Cisco Voice Gateways and related hardware.
Design, install, configure, maintain, and support AV and video conferencing hardware and software, including Webex Boards, Room Kits, VC codecs, and AMX control systems.
Design, plan, install, configure, maintain, and support software associated with analog and IP telephony environments.
Analyze AV and video conferencing environments and design enhancements to address current and future customer requirements.
Write, maintain, and support coded scripts for Cisco UCCX to automate IT operations and support multiple Help Desk call flows.
Configure, maintain, and support enterprise fax server solutions and their integration with the IP telephony infrastructure.
Configure, maintain, and support integrations between the IP telephony infrastructure and proprietary security camera and door buzzer systems.
Administer and support the PACourts Webex-hosted service and associated on-premises infrastructure, including user account administration and new-user training.
Utilize IT service management applications to accept, respond to, track, and resolve technical support tickets.
Coordinate with third-party vendors and telecommunications carriers to facilitate telecommunications support, service changes, and issue resolution.
Provide end-user training on AV, video conferencing, enterprise phone systems, and related technology architecture.
Collaborate with end users to troubleshoot telecommunications, AV, video conferencing, and collaboration technology issues and identify effective solutions.