INFORMATION TECHNOLOGY SPECIALIST III – Voice Technician

Position Type:

Technology/
Computer Technician

JOB SUMMARY

This position is responsible for maintaining the division land-line, IP, and cellular telephone equipment as assigned in the school and administrative buildings. The ITS-III may be required to coordinate with vendors, obtain prices for specialized equipment, and/or to trouble-shoot/order services. The IT Specialist III is a mid-level position.

DUTIES AND RESPONSIBILITIES

• Performs all traditional support of a voice service equipment technician for common fixes for hardware and software problems; setup of Move-Add-Change (MAC) telephone primary and peripheral equipment, installs and configures hardware and software as needed and maintains primary trunk locations. Duties include installing, repairing/upgrading, and configuring telephone hardware, software, and peripherals. Supports division users experiencing voice-based service problems. Responds to trouble calls in a professional and courteous manner.
  Performs more advanced level troubleshooting and repair work, may assist junior level technicians as needed.
• Responds promptly to all items assigned in the division ticketing/helpdesk system and provides timely updates for each ticket as assigned tickets have a change in status.
• Assures all items are appropriately tagged and updated in the division inventory system.
• Identifies and submits requests for parts to the Sr. Network Engineer, and dispatches, via the Helpdesk, to the next level of tech support all technical difficulties beyond means or capabilities.
• Maintains an attractive, orderly, and healthy learning/computing environment within assigned work space; organizes and maintains computer parts, manuals, etc.
• Applies successful industry practices in these four areas: operations, customer support, resource utilization and stewardship.
• Models the WJCC Strategic Plan Values:
  Individualism, Integrity, Innovation, Accountability and Collaboration.

• Performs other duties as assigned.

MINIMUM QUALIFICATIONS (Knowledge, Skills and/or Abilities Required)

• High School Diploma required.
• Three (3) years’ experience in a position as a voice-base service support technician in a mixed POTS/IP/Cellular environment in supporting various telephone systems, and experienced in the use and support of all versions of Microsoft Windows Operating Systems, Office Suite, and use of the Internet.
• CompTIA A+ and Network+ certifications required.
  Additional level of experience may substitute for certifications.

• Experienced in general networking of systems.
• Valid driver’s license.
• Certification or proven training in an IP-based voice service system preferred.
• Must be highly flexible and adaptable to change in a dynamic work setting ensuring high quality of service to customers requiring technical assistance.
• Technical Skills – Ability to use various hand tools (screwdriver, pliers, etc.) to disassemble and re-assemble computers, printers, and other related peripheral equipment.
  Ability to apply extended troubleshooting guidelines to properly diagnose and repair related equipment problems.
  Ability to install, configure, and apply various computer software applications and operating systems.
  Ability to properly connect, configure, and manipulate related parts, equipment, and peripherals.

• Motor Skills – Extensive hand-eye coordination is required to make use of hand tools, install various computer and electronic parts, ability to safely work in and around electronic equipment.
• Interpersonal Skills –
  Performs highly diverse/intense technical and support duties requiring strong communication and inter-personal skills.
  Must be able to maintain a professional relationship with other employees in various roles at all times.
  Must be able to apply professional customer service in what can be highly stressful situations while maintaining a professional composure.
  Must be able to properly explain to non-technical internal and external customers the proper use of computer hardware and software, as well as providing explanations of repair work in a non-technical manner.

SUPERVISION EXERCISED

None.

SUPERVISION RECEIVED

Performs duties under the supervision of
the Sr. Network Engineer.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

Must be comfortable in performing repetitive, sometimes mundane tasks as well as being able to quickly switch from on task to another as situations warrant.
Must be comfortable working alone, as well as in front of groups of people.
Must be able to maintain a highly professional demeanor in sometimes extremely stressful situations.
Must be comfortable in instructing other employees in the use of complex/technical equipment and software applications. Must be able to lift up to 50lbs.
Must be able to safely climb and work from a step ladder (up to 8 feet) and reach over-head.
Must be able to squat and work below desks/tables.
Must be able to complete repetitive motions, use a keyboard and/or mouse, and perform repetitive tasks. Must have eye-site and hearing in accordance with DMV regulations to be able to maintain a valid driver’s license. Frequently exposed to electrical shock hazards while working on computers and related equipment.
Requires constant and almost continuous use of voice and data communications.