|
Commonwealth of Pennsylvania |
|
|
POSITION DESCRIPTION FOR JOB POSTING |
|
|
Position Number: 50363612 |
Description Activated On: 11/2/2026 3:41:01 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 a technical position within the Network, Unified Telecom, and Security Operations Division of the Office of Administration/Office for Information Technology (OA/OIT), responsible for providing technical support and assisting in the administration and maintenance of contact center platforms and services used by Commonwealth agencies. The position supports the Contact Center Services Section by diagnosing and resolving hardware, software, connectivity, and system-related issues affecting agency users working on-site, remotely, or in telework environments. Work involves supporting Unified Communications platforms, Contact Center as a Service (CCaaS) solutions, call queues, auto attendants, Microsoft Teams, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), chat and voice bots, call recording, reporting, workforce management, and Customer Relationship Management (CRM) applications. The incumbent assists higher-level technical staff with system configuration, maintenance, testing, troubleshooting, and implementation of contact center services to ensure reliable operations and effective customer support. |
|
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. Provides technical support and assists in the administration, configuration, and maintenance of the Contact Center as a Service (CCaaS) environment, including Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Predictive Dialing Systems (PDS), Web Real-Time Communication (WebRTC), chat and voice bots, and omnichannel communication services. Receives, documents, diagnoses, troubleshoots, and resolves hardware, software, connectivity, and application issues affecting contact center users. Escalates complex technical problems to higher-level specialists or vendors as necessary. Analyzes and troubleshoots Voice over Internet Protocol (VoIP), telecommunications connectivity, and network-related service interruptions. Implements established corrective actions and coordinates with higher-level technical staff and vendors to restore services. Assists higher-level technical staff with installing, configuring, testing, maintaining, and upgrading contact center applications, telecommunications equipment, software, and associated network components. Utilizes technical manuals, system documentation, knowledge bases, and other resources to research, diagnose, and resolve technical problems involving supported telecommunications systems and applications. Monitors contact center system performance, availability, and connectivity to identify operational issues, report system malfunctions, and assist with implementing corrective actions. Provides technical assistance to agency users regarding contact center applications, call routing, auto attendants, Microsoft Teams, call recording, and other supported Unified Communications services. Assists with configuring and maintaining call flows, user accounts, call queues, routing assignments, and system settings in accordance with established procedures and agency requirements. Uses the Information Technology Service Management (ITSM) system to document service requests, incidents, troubleshooting activities, equipment orders, and resolutions. Ensures assigned tickets are addressed or escalated within established service expectations. Maintains accurate inventories and documentation of telecommunications equipment, voice circuits, system configurations, software, and related infrastructure supporting contact center operations. Assists higher-level technical staff in testing and implementing new or modified contact center applications, telecommunications equipment, system upgrades, and service configurations. Reviews agency service requests to identify technical requirements, obtain clarification, and determine appropriate support actions within established procedures. Develops and maintains technical documentation, troubleshooting procedures, system configuration records, and user support materials to assist with ongoing operations and problem resolution. Uses approved Virtual Private Network (VPN) and remote access tools to troubleshoot systems, perform authorized maintenance, and provide technical support during and outside normal business hours as required. Assists with monitoring call routing, system availability, service performance, and operational capacity to identify issues affecting contact center functionality and user access. Coordinates with enterprise technical teams, telecommunications vendors, and service providers to troubleshoot connectivity issues, schedule maintenance, and resolve assigned technical problems. Participates in technical meetings and project activities to provide information regarding system issues, testing results, service requests, and assigned support responsibilities. Prepares status updates regarding assigned service requests, system outages, maintenance activities, and technical issues. Notifies higher-level technical staff or management of unresolved problems requiring additional assistance. Assists with implementing established telecommunications operating procedures, system recovery activities, and continuity measures during service interruptions or emergencies. Provides technical support for telecommunications services, including assisting with equipment installations, software updates, system modifications, relocations, and VoIP service changes. Assists with testing telecommunications equipment, applications, and services to verify functionality, connectivity, and compliance with established technical requirements. Provides backup technical support to the Unified Communications and Mobile Solutions teams, including troubleshooting user issues and assisting with routine system maintenance and service requests. Maintains effective working relationships with agency representatives, technical staff, vendors, and service providers to support timely resolution of technical issues and effective customer service. Communicates with management, technical support staff, telecommunications vendors, and agency representatives regarding service requests, technical problems, maintenance activities, and system availability. Participates in technical training and knowledge-sharing activities to maintain proficiency with supported telecommunications systems, applications, and troubleshooting procedures. Assists with maintaining network access and system security by following established Commonwealth information security policies, procedures, and technical standards. Participates in assigned emergency response, business continuity, and disaster recovery activities to support the restoration and continued operation of critical telecommunications services. Follows established workplace safety requirements, completes required safety training, and reports unsafe conditions or incidents to management. Complies with OA/OIT security policies, confidentiality requirements, and established operational procedures. Travels to agency and district offices as necessary to troubleshoot technical problems, assist with equipment installations, and provide on-site telecommunications support. 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. Work is assigned by a technical supervisor and performed independently using initiative and judgment to diagnose and resolve telecommunications, connectivity, hardware, software, and contact center application issues. The incumbent determines appropriate troubleshooting methods, evaluates reported problems, implements established corrective actions, and provides technical assistance to agency users. Decisions include prioritizing assigned service requests, identifying system malfunctions, resolving routine and moderately complex technical issues, and determining when additional technical assistance is required. Complex system failures, significant configuration changes, network architecture modifications, and matters requiring decisions beyond established procedures are referred to higher-level technical staff or the supervisor. Work is reviewed through system performance, resolution of assigned service requests, operational effectiveness, and adherence to established technical standards and procedures. |
||||||||||||||||||||
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.
|