Health & Human Services Comm
Work involves analyzing user requirements and providing appropriate technical solutions and training.
Processes daily Remedy Incident and Work Order Tickets and ensures vendor compliance with telecom processes and procedures.
Generates and analyzes reports from telecom system data to enable informed decisions regarding current state and future initiatives.
Works under general supervision, with limited latitude for the use of initiative and independent judgment.
This position is classified as a full-time position (40 hours a week). Work outside of regular hours may be required. This position is authorized to telework 3 days a week.
Performs incident and work order triage to determine appropriate vendor or agency department resources to engage. (15%)
Monitors system metrics to ensure optimal functionality and availability of all telecom services. (15%)
Maintains and updates HHS Telecommunications operational proceedures manual. (15%)
Assists telecom project managers with data gathering initiatives to meet project requirements. (10%)
Assists telecom vendor staff to engage other HHSC departments to resolve telecom issuess. (10%)
Maintains telecom department informational databases and inventory resources. (10%)
Analyzes telephony reporting systems to produce reports, metrics and recommendations to telecom leadership. (5%)
Colaborates with HHSC Network Team on Telecom needs, such as IP addressing, VoIP deployments and troubleshooting. (10%)
Engages with vendor for Platform issues, platform updates/upgrades, software and firmware updates on platform. (5%)
Provides guidance to telecom vendor technicians to ensure official telecom procedures are followed. (5%)
Knowledge of Internet protocol (IP) addressing required for the implementation of VoIP telephones and softphones.
Knowledge of incident management processes and proceedures.
Knowledge of Avaya and Cisco telephony systems implimentation and mainteance.
Skill in gathering data in order to solve complex technical problems
Skill in scheduling, testing, installing, and implementing changes to telecom software.
Ability to collect and assemble technical information to create useful reports and present them to non-technical audiences.
Ability to balance multiple projects and priorities.
Bachelor’s or higher degree from an accredited college, plus one (1) year of progressively responsible professional experience in telecommunications.
Work experience in the telecommunications field may be substituted year for year for the education requirement.
Must have 1 year of hands-on experience supporting a large-scale Avaya or Cisco telecommunications environment.
18E,25B,25W,255N,ETR,IC,IT,629X,ISM,0699,2847,5939,2805,1N2X1
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HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
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