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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00045351 |
Description Activated On: 4/2/2025 3:11:35 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This is an advanced technical position within the Office of Administration (OA), Enterprise Technology Services Office (ETSO), Network, Unified Telecommunications, Security Operations division, Unified Telecommunications section. The primary purpose of this position is to support the administration and maintenance of the voice infrastructure and associated technologies and to serve as an administrator to perform functions in support of voice services such as IP Telephony, unified communications, audio / visual technology, and mobile device management (MDM). |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Duties encompass support for all aspects of voice telecommunications including unified communications, desktop phones, mobile devices, contact centers, conference room audio / visual equipment, PBXs, key systems, analog lines, and all other supported voice technologies. Responsibilities include installation, configuration, troubleshooting, and testing of hardware and software. Provides support for agency voice services in deployment and troubleshooting. Identify malfunctions, troubleshoot and resolve problems and/or coordinate the scheduling of vendors. Assist with the development of voice documentation. Receives agency requests via ITSM for telephone repairs/upgrades/training and evaluates requests to determine proper course of action. Requests may require checking telephone hardware and wiring closets (IDF) or the local carrier demarc. Performs basic troubleshooting, or provides training to end users, and if problem persists, opens a repair ticket with the vendor or contractor. Manages vendor response and follows ticket to resolution. Evaluates existing telecommunications systems, designs complex and non-complex telecommunication services, and makes recommendations for improvement of available services. Supports the current unified communications solution for the supported delivery centers. Develops, implements, and administers call centers for the supported delivery centers. Receives requests for mobile devices. Orders, configures, and issues mobile devices. Administers mobile device management (MDM) software applications. Responds to requests for upgrades and new installs of audio visual equipment in conference rooms. Initiates telecommunications procurements, oversees implementations and performance testing. Verifies telecommunications billings and works with vendors and purchasing/procurement/fiscal staff to resolve discrepancies. Research vendor offerings, obtains quotes and compares pricing for equipment/services needed. Prepares requests for equipment for existing systems applications, including spreadsheets for multiple line changes (e.g., office moves and mass feature changes). Coordinates activities of multiple vendors when several are needed to accomplish a telecommunications upgrade or repair. Develops implementation timelines and provides periodic updates to customers as the project progresses. Monitors contractor performance during installation, and does post-installation follow up with users to verify the adequacy of repairs/upgrades. If work has not been satisfactorily completed, contacts appropriate vendor Helpdesk or personnel immediately to address the deficiency. Recommends improvement for billing practices, telephone repair reporting, and telecommunications service provider online ordering. Works with fiscal officers to identify telecommunications spending requirements for the coming fiscal year, monitors expenditures throughout the fiscal year, evaluates spending patterns to determine appropriate future funding levels, and advises where cost saving measures can be implemented. Routinely evaluates agency inventory to provide upgrades to devices to ensure the agencies are not using outdated equipment and minimizes costs associated with upgrades by providing the agency with upgrade options. Attend training sessions to maintain and build upon skills, knowledge, and performance levels. Is available for reassignment in the event of an emergency/disaster. Other duties as assigned. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. The position works independently, keeping the section supervisor informed of any significant issues. Supervisory guidance is provided as needed, when new or unusual operating procedures or policy changes occur. Regular, daily work assignments are the responsibility of the incumbent, who must be able to independently prioritize, organize and complete assignments in a timely manner. Work is reviewed against operational objectives and feedback from supported organizations. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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