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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00258511 |
Description Activated On: 10/20/2025 3:36:10 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. The primary purpose of this position is to serve as the point of contact for voice telecommunications within the Office of Administration (OA), Enterprise Technology Services Office (ETSO), Network, Unified Telecommunications, Security Operations division (NUTSO), Unified Telecommunications section. Responsibilities include the handling of service requests, incidents, projects, procurement of equipment, and other duties as assigned. |
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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 telephony, mobile devices, contact centers, conference room audio / visual equipment, PBXs, key systems, analog lines, and all other supported voice technologies. Responsible for responding to tickets from supported agencies that are submitted via ITSM and are received in the form of a task or incident. Tasks generally entail requests for service and the preparation of ServiceNow and TelcoSM orders to order phone services and procure telecommunications equipment including phones, mobile devices, and A/V equipment while simultaneously ensuring the telephone inventory accounting data is up to date and accurate. Troubleshoots and resolves technical issue incident tickets involving telephone systems, mobile devices, and A/V equipment by reinitializing infrastructure, inspecting connectivity components (e.g., patch cords, data jacks, patch panels), and performing diagnostic testing at the carrier demarcation point for analog lines. Analyzes and resolves simple interconnectivity and network-related problems; escalates unresolved issues by initiating and managing vendor support tickets through to resolution. Provides support for the current unified communications solution for the commonwealth. Assists with the administration of 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. Assists with requests for upgrades and new installs of audio visual equipment in conference rooms. Responsible for documenting orders, maintaining records of the acceptance, scheduling, and completion by the telecommunications service provider and by other telephone service and wiring vendors. Also, managing the delivery, receipt, and review, of products shipped. Research vendor offerings, obtains quotes and compares pricing for telecom equipment/services as directed. Makes recommendations to the supervisor when inefficiencies in telecom processes and procedures are observed. Follows departmental guidelines related to spending for telecom related equipment and advises supervisor where cost saving measures can be implemented. Evaluates latest equipment from carriers to determine if added functionality can be provided to end users to increase productivity and provide remote connectivity. Verifies telecommunications billings and works with vendors and purchasing/procurement/fiscal staff to resolve discrepancies. Attend training sessions to maintain and build upon skills, knowledge, and performance levels. Is available for reassignment in the event of an emergency/disaster. Performs 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. Work is assigned to the incumbent by the supervisor and monitored to ensure adherence to standard organizational policies and procedures. The incumbent is responsible for keeping the supervisor updated and reporting any obstacles or unforeseen issues related to work assigned. Work assignments are the responsibility of the incumbent, who must be able to organize, prioritize, and complete tasks in a timely manner. Work results are reviewed against operational objectives and feedback from supported organizations. Supervisory guidance and training are provided on a regular basis. |
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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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