State of Illinois
Agency : Department of Innovation and Technology
Posting Date: 02/16/2023
Closing Date/Time: 03/02/2023
Salary: $4,326 – $6,271
Job Type: Salaried Full Time
County: Sangamon
Number of Vacancies: 3
Plan/BU: RC062
This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.
All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.
Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.
Posting Identification Number: 23623
The Department of Innovation & Technology (DoIT) is seeking a skilled and organized individual to receive and participate in training to perform routine Tier 1 technical duties in the coordination and incident management at the Telecom Repair Unit for the Department of Innovation and Technology (DoIT). Duties will include the monitoring of incidents for the support of voice, VoIP, video, data and wireless services and equipment. Take initial customer request via telephone, email or online ordering, etc. and collect detailed information to fully understand and document the request. Maintain documentation on incidents using appropriate reporting tools. Assists higher level staff in their troubleshooting efforts of incidents. Identifies cause and implements appropriate corrections to resolve. Serves on-call for emergency situations. Participates in the development of methods and procedures and training programs to improve skill levels. If you possess these skills and experience, we invite you to apply for this position with DoIT!
Job Responsibilities
30% Under direct supervision, receives training and performs routine Tier 1 technical duties at the developmental level in the coordination and incident management at the Telecom Repair Unit in the Customer Service Center (CSC) for the Department of Innovation and Technology (DoIT):
- Participates in cross training efforts with higher level staff members.
- Performs routine incident management.
- Monitors incidents for the support of voice, VoIP, video, data and wireless services and equipment in accordance with DoIT operational standards and guidelines.
- Escalates internally as needed to ensure timely resolution.
- Takes initial customer request via telephone, email or online ordering, etc.
- Collects detailed information to fully understand and document the request.
- Enters incidents in reporting system.
- Makes recommendations for product and service solutions.
- Completes/resolves requests if within scope and knowledge or directs the request to the appropriate resources.
- Dispatches technicians or refers to appropriate vendors to restore service.
- Engages appropriate DoIT resources and coordinates the resolution of requests/incidents.
- Provides status updates to customer and DoIT management as described within policies and procedures.
25% Maintains documentation on incidents using appropriate reporting tools according to the established procedures and standards:
- Reviews incidents within the reporting system to ensure they are properly categorized for accurate routing and reporting/analysis.
- Records all activities and customer communications within the work log to ensure a detailed history.
- Prior to resolving the incident, ensures that the categorizations and work log accurately document to the final cause and resolution for accurate routing and reporting/analysis.
25% Assists higher level staff in their troubleshooting efforts of incidents:
- Identifies cause and implements appropriate corrections to resolve.
- Serves on-call for emergency situations.
- Uses diagnostic tools to isolate user problems.
- Gathers documentation of information for root cause analysis.
- Coordinates support from other internal and external support organizations and vendors.
- Monitors support efforts to ensure prompt resolution of issues due to failures and unsatisfactory service related to maintenance and/or repairs.
- Escalates issues.
- Provides notification and updates to customer, agency contacts and DoIT management in accordance to the internal escalation procedures
(Job Responsibilities continued)
15% Participates in the development of methods and procedures and training programs to improve skill levels of staff associated with the CSC products, services, and processes.
- Travels to attend meetings and training when held offsite.
5% Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.
Knowledge, Skills, and Abilities
Minimum Qualifications:
1. Requires knowledge, skill and mental development equivalent to completion of completion of an Associate degree
OR
Two (2) years of college with major coursework in electronic engineering, radio/television, telecommunications or related field.
2. Requires one (1) year of experience in telephone service coordination; telephone sales, installation, and minor telephone repair; IT desktop and/or LAN systems; OR other related business experience.
Preferred Qualifications (In Order of Significance):
1. One (1) year experience with VoIP systems.
2. Elementary knowledge of various voice, VoIP, wireless, data, IT desktop, and/or IT LAN communications systems and services.
3. Ability to follow oral and written instructions.
4. Ability to establish and maintain harmonious working relationships with fellow employees, agency telecommunications coordinators and outside vendors.
5. Team building skills.
Employment Conditions
1. Requires ability to travel.
2. Requires the ability to pass a position specific, agency required background check.
3. Requires ability to work outside of normal business hours to meet deadlines.
4. Requires ability to serve on call.
5. Requires use of agency-supplied equipment (cell phone, laptop, etc.).
Work Hours: Monday – Friday 8:30AM – 5:00PM
Work Location: 201 W Adams St Springfield, IL 62704-1874
Agency Contact: [email protected]
Job Family: Technology
This position DOES NOT contain “Specialized Skills” (as that term is used in CBAs).
APPLICATION INSTRUCTIONS
Use the “Apply” button at the top right or bottom right of this posting to begin the application process.
If you are not already signed in, you will be prompted to do so.
State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon.
Non-State employees should log in on the using the “View Profile” link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.
If you have questions about how to apply, please see the following resources:
State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid
Non-State employees: on Illinois.jobs2web.com – click “Application Procedures” in the footer of every page of the website.
The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:
The Department of Innovation & Technology (DolT) is the state’s IT agency delivering an enterprise approach to statewide technology, innovation and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.
Quick Apply
To help us track our recruitment effort, please indicate in your cover/motivation letter where (jobsinteelecom.net) you saw this job posting.