University of South Florida
Department: Information Technology / 0-3510-000
Salary Plan: Temporary
Hours Per Week: 40
Hourly Rate: $27.29/hr
Duties
Overall clean-up of telephony systems that write up Pinnacle work orders that correct the Avaya to Teams transactions that happened last year. Correct billing, Avaya and connection issues. Clean up the announcement boards in Avaya. Start learning the support process for Avaya, documentation, and IF (infrastructure) orders.
The Telecommunications Analyst I is the first level and primary point of customer contact for the University for those requiring voice and/or data communications services and assistance. This position is responsible for determining user’s voice and data needs, entering orders into service database system, trouble ticket processing and resolution and providing operational support. This position has direct University contact at all levels as well as with those customers outside the University.
Work Order Management:
Create and process work orders for telephony Adds, Moves, Changes, Disconnects, Location Tracking in the Telecom Systems Management system. Obtaining approval signatures and entering into service database system. Assist with scheduling work with Systems Analyst and Service Technicians. Prepare all work orders for billing and sending records to Financial Management.
Trouble Ticket Management:
Create and process Trouble Tickets for both voice and data requests. Monitors trouble ticket system for customer requests and issues and process these as necessary. Prepares repair orders by entering ticket requests in Telecom System Management System, describing symptoms and problems, providing service location and customer contact information. Assisting with scheduling work and issuing work to Service Technicians. Maintaining high customer satisfaction standards.
Infrastructure Order Management:
Create and process Infrastructure work order requests. Prepare all work by entering work requests in Telecom System Management System, notifying Infrastructure specialists, sending documents to IT Purchasing for equipment ordering and to Financial Management for billing.
Carrier and Vendor Order Writing and trouble reporting:
Facilitate and effectively communicate service needs with multiple vendors to provide the service required for a customer. Report troubles to vendors/carriers. Knowledge of telephony circuits and the requirements for ordering and installing.
Project Assistance:
Assist department with project work as needed.
QUALIFICATIONS (Education & Experience):
Minimum Qualifications:
Associate’s degree or a high school diploma and two years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
Preferred Qualifications:
Prefer working knowledge and experience processing and handling help desk trouble tickets and telecommunications service order systems. Ability to type and knowledge of Microsoft office products. Ability to multi-task. Available to work occasionally outside normal business hours.
Quick Apply
To help us track our recruitment effort, please indicate in your cover/motivation letter where (jobsinteelecom.net) you saw this job posting.