|
Commonwealth of Pennsylvania |
|
|
POSITION DESCRIPTION FOR JOB POSTING |
|
|
Position Number: 00115689 |
Description Activated On: 1/22/2026 11:14:27 AM |
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. The Pennsylvania Public School Employees Retirement System (PSERS) serves over 500,000 active and retired public-school employees through its defined benefit and defined contribution plans. The agency has nearly 350 employees who serve at varying capacities including: customer service representatives, benefits processers, accountants, and investment and information technology professionals. |
|
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. Telephony Infrastructure: Provides support of the agency Teams Cloud solution at PSERS headquarters and any other regional offices. This includes installing, configuring, and maintaining telephony equipment and other communications hardware and their associated software. Coordinates with OA\Verizon for creation\decommission\transfers of PSERS phones numbers and Call Queues in this solution. * Assists management in the monitoring of contractor performance in providing telephony related services and equipment in accordance with contractual specifications and confers with vendors to address any discrepancies. * Assists in the analyzing of documents, and maintains telephony diagrams, plans, activities, findings, specifications, parameters, IP information, test results, procedures, recommendations, and other information as applicable. * Coordinates with agency staff engaged in identifying operational problems related to hardware components; software (both client and server level); and assists with resolving these problems in an expeditious manner to minimize downtime and lost productivity. * Assists in researching, analyses, and recommends new telephony technology needed by the agency. * Assists in providing incident report notifications in a timely manner to inform the affected agency managers and entities of data and voice outages. Utilizes various types of tools and techniques to test, verify, troubleshoot, and resolve complex agency wide telephony problems. * Assists in providing configuration, maintenance, documentation, and support of Cloud Fax solution. * Call Center: Assists in providing support of the PSERS call center components, recording components, and call accounting components for the agency's three call centers. * Helps in creating and maintaining call routing configurations in accordance with agency call center requirements. * Produce management reports using various call handling statistics captured by the call accounting component. * Coordinate and tests call flows with the vendor that affects the call center call routing configuration. * Documents processes and procedures for call center configurations and software components. * Supports any future call center technology requirements and efforts. * Mobile and Wireless: Purchases mobile devices and assigns them to appropriate staff. * Supports and manages PSERS devices in the Commonwealths Mobile Enterprise Management solution. * Trains staff in the use of mobile devices. * Installs and supports mobile business applications. * Works with PSERS Information Security Office with creation, testing, implementation and documentation of Mobile Device Security policies and procedures. * Troubleshoots and ensures connectivity of mobile devices to cloud services in support of agency end-users. * Documents processes and procedures for mobile and wireless devices and applications. Reviews technical manuals and other literature, attends seminars, conferences, and training classes to maintain current with new information services, products, and Information Technology developments in mobile, wireless, and telephony technologies. * Additional Duties Assists facilitates agency projects such as hardware upgrades, office relocations, OS upgrades, etc. * Assists the IT Service Desk with hardware relocation, upgrades, answering phone calls during peak times and assisting users as needed. Ensures agency compliancy to the Commonwealth Information Technical Bulletins for existing telecommunication infrastructure and future strategic planning initiatives. Assists in the agency disaster recovery plans for the telephony infrastructure and participates in periodic plan updates and testing exercises. * Provides technical assistance in the development of contract specifications. * Responsible for independent decision making related to work assignments. *Essential Functions |
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. Responsible for independent decision making relating to work assignments. Works independently with vendors and technical staff from the CTC, PACS, and other agencies as needed to complete assigned tasks. Work is assigned in the form of specific objectives by the section supervisor and is performed independently. |
||||||||||||||||||||
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. |
||||||||||||||||||||
Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
|