Telecommunications Services Coordinator Senior Duties and Responsibilities
Purpose of Classification:
The
telecommunications services coordinators are responsible for all the
telecommunication systems, both telephone and network, on campus and
remote locations, including but not limited to: troubleshooting
telephone problems (this involves researching the telephone
database), working with users, and analyzing and resolving problems.
They analyze telecommunication requests and assist, monitor,
coordinate and review all related telecommunication
systems/applications/services from start to finish including pagers,
cellulars, calling cards, voicemail and automated call distribution.
the coordinators are also involved with some telecommunication
training for various systems.
Distinguishing Characteristics:
This is
the third in a series of four classifications. The primary
responsibilities of this position are processing user requests,
working with end-users, monitoring various telecommunication
projects and includes some lead and direct responsibilities. This
job requires the employee to be technical and knowledgeable in
several different areas of telecommunication services.
Examples of Duties:
- Coordinates the activities of clerical and technical support
staff.
- Oversees the coordination of telecommunication project
activities in all phases.
- Confers with telephone and data users, network system
personnel and vendors to determine the most efficient
implementation of project.
- Participates in management planning, coordinating and
implementing of operational and procedural matters to meet goals
and objectives.
- Compiles user requirements into telecommunication service
proposals and service orders for implementation; monitors
projects through completion, resolving any discrepancies that
may occur.
- Receives, investigates and resolves all trouble reports and
full range of user complaints concerning telecommunication
services and/or equipment.
- Reviews, recommends, and implements improvements in services
and/or procedures.
- Reviews, tests and evaluates new versions of communication
hardware and software.
- Coordinates with administrative and technical personnel
concerning installation, implementation, operation and
maintenance of complex telecommunication hardware and software
elements.
- Assists and trains telecommunication end users and other
appropriate personnel relating to the use of equipment and
features.
- Specifies system and user documentation requirements;
updates database records and documentation; maintains all
university related telecommunication services, including
cellulars/ pagers/calling cards, and associated ordering,
training and billing.
- Maintains Voice Mail and I.V.R. Systems regarding making
program changes to system, monitoring system resources, training
staff and administering system.
- Develops and maintains Automated Call Distribution system in
conjunction with the voice mail and I.V.R. system.
- Develops training programs for all telecommunication
services available using various resources; interfaces with
campus community through various media resources.
Knowledge, Skills and Abilities:
- Knowledge of the capabilities, limitations and deficiencies
of various types of telephone and data services equipment.
- Knowledge of available telephone and data equipment
technologies, applications and interface requirements.
- Knowledge of basic telecommunications electronics.
- Knowledge of personal computer operations and functions.
- Skill in both verbal and written communication.
- Skill in leading or coordinating work activities of others.
Minimum Qualifications:
Bachelor's degree in Business Administration or related field AND
three years of telecommunications service experience; OR, Five years
of telecommunication services experience; OR, Any equivalent
combination of experience and/or education from which comparable
knowledge, skills and abilities have been achieved.
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