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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00047129 |
Description Activated On: 8/18/2026 4:08:33 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 and supervisory position within the Office of Administration (OA), Enterprise Technology Services Office (ETSO), Network, Unified Telecommunications, Security Operations division (NUTSO), Unified Telecommunications section. The primary purpose of this position is to support the administration and maintenance of the Delivery Center’s voice infrastructure and associated technologies, serving as an administrator for voice services including onsite telephony devices and PBXs, IP telephony, unified communications, collaboration and conferencing technology, audio/visual systems, cellular wireless devices, 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. Performs supervisory tasks such as assigning and reviewing work, completing employee performance evaluations, handling grievance and disciplinary matters, leave approval, etc. Provides supervision to subordinate employees by planning, issuing, monitoring, evaluating, and ensuring subordinate employees’ duties are accomplished timely and in accordance with Commonwealth, Department, and other established policies, procedures, and guidelines. Assure trouble tickets are being addressed in a timely fashion. Responsible for creating, maintaining, and operating telephony systems and ensuring system efficiency, including administering and supporting landline network components, wireless devices, and related hardware and software. Duties include responding to assistance requests, documenting issues, diagnosing and troubleshooting hardware, software, and network problems, installing and testing telephony and network components, monitoring systems for malfunctions, and coordinating and implementing resolutions. Responsible for the design and installation coordination of premise telephony systems and supporting components, developing a framework to improve customer support, and participating in functional division teams, including serving in a consulting role for wireless initiatives. Maintains working relationships with other OA information technology personnel that play support roles to telephony systems implementations. Reviews and coordinates 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. Manages projects related to installation and repair of onsite telephone systems including PBX, analog, and VoIP technologies. Manages the scheduling and performance of services provided by third-party contactors on installations and repair of telephone systems. Evaluates existing telecommunications systems, designs complex and non-complex telecommunication services, and makes recommendations for improvement of available services. Supports the current unified communications and collaboration solution for the assigned Delivery Center. Develops, implements, and administers call centers for the assigned Delivery Center. 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. Assists the Telecommunications Services Manager with tasks and requests routed through the section chief. Participates in special projects as required with definition at time of assignment. Overall, provides supervision of personnel assigned to any task. Responds to and manages after-hours mission critical calls and requests for vendor expedites when requested. Attends training sessions to maintain and build upon skills, knowledge, and performance levels. Support operations as needed during emergencies or disasters. Performs other related duties as required. |
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. General guidelines and proposed objectives are provided by the immediate supervisor, and the position is responsible for working with assigned staff and the supervisor to further develop and implement these objectives. Work is reviewed to ensure goals are met and any issues identified are addressed promptly and effectively. The incumbent is authorized to make supervisory decisions and assign tasks to subordinates, while decisions outside established guidelines that impact business policy or budgets must be submitted through the chain of command for approval. In addition, the incumbent is empowered to make technical and administrative decisions for programs managed by the Section, provided they align with Division, Department, and Commonwealth policies. |
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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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