TECHNICAL SUPPORT - III

            PBX Administrator--T3-2070-

            PBX/TMS Administrator--T3-2080-

            Telecommunications Administrator, Computer Support--T3-2090-

            Cable Plant Administrator--T3-2100-

            Repair Dispatcher--T3-2110-

            Support Telecommunications Engineer--T3-2120-

            Communication Technician, Jr.--T3-2130-

            Telecommunications Technician, Sr.--T3-2140-

            Telecommunications Technical Administrator--T3-2150-

            Telecommunications Technician, Lead--T3-2160-

            Telecommunications Coordinator, Remote Site--T3-2170-

            Telecommunications Technologist--T3-2180-

            Field Engineer--T3-2190-

            Voice Mail Specialist--T3-5000-

DESC. NO.:              T3-2070
JOB TITLE:     PBX ADMINISTRATOR

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

The primary mission of this job is to support the organizations telephone system by directly supervising the work flow in the Telephone Consultation Center, making routing software changes on the PBX, helping maintain voice mail and ACD applications and records, keeping track of station equipment inventory, and supervising and assisting with training of part-time employees.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Position requires coordination with others outside the department and commits department resources (to the extent of scheduling work, providing equipment, and seeing that work is completed in a timely manner). Establish work priorities and work schedules. When and how much equipment to order. Establish records management policies and procedures. Determine, within existing policies, which repairs are referred to service technicians.

Specific Responsibilities Include:

      PBX Administration

      --               Performs routine moves/adds/changes in PBX software

      --         Establishes work priorities

      --               Processes MAC work orders

      --               Maintains PBX/department records (floor plans, station sheets, etc.)

      --               Prepares monthly reports of MAC orders, repair orders, completions, etc.

      --               Assists with voice mail and ACD configuration and administration

      PBX User Repairs/Problems

      --               Receives and processes reports of system/station problems

      --         Performs preliminary troubleshooting

      --         Researches station information

      --               Refers problems to PBX service technicians if problems cannot be solved with software changes or user training

      --               Ensures that reported problem descriptions are accurate and understandable

      Station Equipment Inventory

      --               Ensures an adequate supply of spare station equipment for MAC and repair work

      --               Maintains accurate record of items removed or placed in inventory

      --               Tests newly acquired station equipment

      --               Returns equipment for warranty repair/replacement

            Assists Manager

      --               Sorts and routes incoming mail

      --               Order/Purchases supplies as needed

      --               Trains campus users on PBX features/functionality and etiquette

      --         Special projects, as required

      Typical Challenges/Problems

      --               High volume of calls for repairs, questions, etc.

      --               Heavy work load of repairs and MACs to be completed

      --               Maintaining accurate and up-to-date records (PBX, database, floor plans, station sheets, etc.)

      --               Handling upset/angry callers in a calm manner without taking complaints personally

      --               Keeping an accurate inventory count when several phones move in and out daily

SUPERVISION RECEIVED:

Receives direct supervision from the Manager of Information Systems Services. Expected to perform daily and routine tasks with a minimum of supervision. Initiative and decision making is encouraged on solving routine matters. Position is expected to consult with technical staff and manager on problems and issues that can affect large parts of the system.

SUPERVISION EXERCISED:

Supervises 8 Part-time Employees: Provides direct supervision and support to repair clerks during their work hours; Assigns work responsibilities to clerks and consultants; Provides training in office procedures, work flow, etc.; Sets work schedules; Interviews and recommends applicants for employment; Performs employee evaluations and recommends corrective action, when needed; trains employees in preliminary troubleshooting techniques

QUALIFICATIONS:

This position requires a knowledge of the organizations PBX features and software. The position MUST receive vendor Company certification by attending vendors PBX System Administrator course. The incumbent must be able to make routine software changes on the PBX while understanding the implications of each change. A working knowledge of WordPerfect and database programs is required to keep track of work orders, repairs, moves, etc. The position must also be able to help in training office and campus personnel on the use of the phone system and its features/functionality.

DESC. NO.:              T3-2080
JOB TITLE:     PBX/TMS ADMINISTRATOR

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Makes routine software changes to the PBX and Telecommunications Management System in support of the organizations telecommunications and voice mail systems.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

1.      Initiates service orders via telecommunications management system computer and inputs translation into computer terminal connected to telephone switch utilizing knowledge of system capabilities to insure complete and accurate installations. Creates the database for the billing and inventory system and responsible for allocating the monthly recurring cost of telecommunications services and equipment generated via service order activity to appropriate organization accounts.

2.      Coordinates service order activities with telecommunications customer service representative and provides programming support for all adds, moves, and changes in telephone service and miscellaneous service order activity.

3.      Provides assistance to customer service representative on requested service to insure compatibility with telecommunications system.

4.      Assists in the maintenance of departmental files on service order activity by phone number to insure complete documentation of adds, moves and changes activity.

5.      Activates/deactivates long distance authorization codes utilizing knowledge required to differentiate programming required between various staff, administration and different departmental users.

6.      Resolves software related telephone service repair reports via computer and notifies customer of resolution.

7.      Establish voice mail subscribers in system and maintain ID files. Assists in forecasting the need for additional common equipment from information generated from service order activity.

8.      Verify contractor invoices for correct installation charges - weekly. Assist with annual physical inventory of service and equipment in each department - annual. Provide service order activity reports to management - monthly. Assist in changing billing records as a result of Directory listing changes - annual. Provide back-up for repair desk, warehouse/inventory and cable assignment or other areas as needed. Performs special projects as assigned

SUPERVISION RECEIVED:

Receives direct supervision from the Manager. Indirect supervision can sometimes be received from the vendors technical staff. Expected to perform daily and routine tasks with a minimum of supervision. Initiative and decision making, although encouraged, is limited to routine tasks.

SUPERVISION EXERCISED:

Organizes and the activities revolving around areas of responsibility within established organization guidelines. Provides no direct supervision of other department staff. Works closely with analysts and other technical staff.

QUALIFICATIONS:

MINIMUM QUALIFICATIONS: High school diploma, 5-7 years telephone background, good communications and organizational skills, typing or keyboarding, technical training classes on organizations PBX, Telecommunications Management System and Voice Mail System.

DESC. NO.:              T3-2090
JOB TITLE:     TELECOMMUNICATIONS ADMINISTRA­TOR, COMPUTER SUPPORT

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Accountable for all computer related services and support for the telecommunication departments within Communication Systems. The position's primary responsibility is to ensure the continued operation, including administration, and maintenance, of the department's local area networks and the programs used thereon. It also provides user training in computer operations, needs analysis, mainframe data processing, and computer programming.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

This position serves the telecommunications staff of Communication Systems by providing thoroughly developed and high quality computer based support for their operations and in support of their responsibilities. The position is faced with a rapidly changing industry involving highly technical equipment, software and issues. The position must thoroughly understand the management and operations of the organizations telecommunications system/network. It is critical that this position have an understanding of the implications hardware and software changes in the telecommunications system, Department Local Area Network, Broadband Ethernet Network, and mainframe computers will have upon the department's operation and the organizations community of users. The position, or its employees, serve on-call 24 hours a day, every day of the week, to troubleshoot and maintain department hardware and software.

The telecommunications industry is in a state of constant flux and change. The telecommunica­tions systems and services is a growing information management resource for the organization and depends very heavily upon its computer support operations. The priorities of this position are first: Keep the current computer operations running smoothly and producing accurate and timely reports. And second: Develop enhancements to the computer systems. The incumbent is responsible to ensure that computer resources, including systems, software and people, are available to the Communication Systems' staff to assist them in the accomplishment of their work, expedite the work and ensure its accuracy. It is also responsible for troubleshooting and resolving computer hardware and software problems. The incumbent must stay current on developments, enhancements, etc., in the telecommunications and information management businesses and must be aware of advancing technology. He/she must also keep current on the capabilities of the telephone system and operations, policy and procedure changes within Communication Systems, especially its billing and costs chargeback programs. The position recommends to appropriate management creative and innovative computer solutions to the problems created by changing technology and processes. The incumbent must work as a team member with other highly technical staff members to understand and respond to the needs of their jobs and bring into focus computer resources to simplify the overall work of the department.

Specific Responsibilities Include:

      Local Area Network (LAN) Administration

      --               Understands LAN technology and terminology.

      --               Assignment of new users and their rights.

      --               Organization of Directories, Groups, and Files.

      --               Documentation of LAN Organization, Assignments, and Programs.

      --               Coordination and organization of programs and equipment.

      --               Recommending new software and hardware.

      --               Operates and uses LAN ancillary and support equipment to support the department's mission and goals.

      --               Plans and schedules LAN changes in hardware and software to ensure minimal disruption of service.

      --               Performs operational maintenance to support LAN "zero Down Time" posture.

      --         Ensures security and integrity of department databases.

      --               Refers hardware maintenance problems to Network Facilities.

      --               Recommends procedures and policies regarding use and operation of LAN and implements those approved.

      --               Ensures that adequate and regular backups of LAN programs and administrative files are made and maintained in a secure place

      --               Keeps Director informed of all major projects, problems, and prepare monthly activity reports.

      User Consultation and Training

      --               Consults with department personnel on computer related problems.

      --               Corrects problems/difficulties department personnel are having in the use of their computers or computer programs.

      --               Works with agencies/people outside our department to ensure the adequacy and accuracy of our computer information received from, delivered to or process by their computer resources.

      --               Ensures proper and adequate training for full- and part-time staff on all computer programs, their operation and approved changes.

      --               Develops training classes and materials.

      --               Teaches training classes.

      --               Provides special training seminars on software programs, as needed.

      Mainframe Computer Support

      --               Is thoroughly knowledgeable on all Communication Systems programs and mainframe computer operations.

      --               Serves as liaison between Communication Systems and organizations mainframe computer management and operations.

      --               Designs and authors programs for the host computer environment that are approved by department management and suited to their particular needs and operations.

      --               Tests all programs before implementation to ensure their proper operation and support of user activities/programs.

      --               Ensures mainframe computer programs are current with department policies, procedures and operations.

      --               Specifies changes or writes code to ensure integrity of mainframe computer programs.

      --               Writes code for necessary department computerized reports.

      --               Develops better Import/Export capabilities between host computers and the department's Local Area Network.

      --               Interrelates Communication Systems databases with those of Financial Services.

      --         Orders computer printouts and reports.

      Local area network programming

      --               Understands and uses LAN Operating System software to take full advantage of its unique features and differences to support department data processing and programming requirements.

      --               Uses approved programming languages and techniques to develop and maintain department LAN programs.

      --               Designs and authors programs for the LAN environment that are approved by Communication Systems' management which are suited to their particular needs and operations.

      --               Performs approved software changes which are required for the LAN to support department operations and personnel.

      --               Tests all systems and programs before implementation to ensure their proper operation and support of department activities/programs.

      --               Stays current on department policies and procedures and ensures that computer programs are compatible with them.

      --               Make recommendations on equipment configuration and software changes.

      --               Exercises quality control on products programmed by other programmers.

      --               Develops and implements approved methods to ensure the accuracy of database information and files.

      Department-wide Computer Support Planning

      --               Plans for and recommends an information system that will optimize the work and efforts of Communication Systems personnel and their activities.

      --               Meets regularly with the appropriate management to sufficiently understand their goals and missions and recommend improvements in computer hardware, ancillary equipment, software, data manipulation processes and related procedures which can support and enhance the department's work.

      --               Assesses and arranges for the information flow, data processing needs and operations of individual workers and departments in Communication Systems.

      Management Support

      --               Ensures that the department has "State-of-the-art" equipment and software.

      --               Prepares special reports and computer printouts as directed by Director, Communication Systems.

      --               Schedules part-time staff to ensure personnel are available for emergency response to assist in resolving computer related problems during normal business hours (Monday through Friday, 8:00 am to 5:00 pm) and at other times as needed.

      --               Ensures his/her availability for immediate response to computer support problems by keeping the office staff aware of his/her whereabouts and how he/she can be contacted.

      --               Assigns a senior and responsible part-time employee to fill in during approved absences.

      --               Other assignments as directed by the Director, Communication Systems.

      System/Program Documentation

      --               Ensures accurate, up-to-date documentation of all computer systems, operations, Local Area Network, and software programs.

      --               Prepares and makes available to Communication Systems staff current and up-to-date manuals and instructions on the use and operation of all department computer programs.

      Professional Development

      --               When assigned, attends management, motivational and self-improvement seminars and workshops.

      --               Attends approved telecommunication and computer hardware and software related training seminars, workshops and user groups.

      --               Reads technical publications relating to current responsibilities.

SUPERVISION RECEIVED:

Reports directly to the Director, Communication Systems. Decisions regarding software changes, program development and purchases of hardware and software are referred to the Director, Communica­tion Systems. Meets frequently and regularly with Communication Systems management and keeps them current on computer operations, needs and problems. Keeps Direc­tor, Com­muni­cation sys­tems current on computer support operations through regular written activity reports. Prepares special reports and computer printouts as directed by Director, Communication Systems.

SUPERVISION EXERCISED:

This position makes decisions regarding the maintenance and upkeep of hardware associated with the Local Area Network central processing unit and its storage devices. It hires and terminates computer and telecommunications programmers, as necessary. Schedules part-time staff to ensure personnel are available for emergen­cy response to assist in resolving computer/telecommunications related problems during normal business hours (Monday through Friday, 8:00 am to 5:00 pm) and at other times as needed. Personnel Supervised, 6 part-time programmers. Hires, trains and supervises part-time computer support personnel. Develops training programs for computer support employees. Through effective scheduling ensures an adequate number of trained and qualified personnel are available at all time required to support department staff and operations. Sets employee performance standards and interviews/ evaluates employees. Provides career development through different levels of job classifications. Recommend promotions and salary increases.

QUALIFICATIONS:

A bachelor's degree in Computer Science, or a degree in Business Administration or Telecommunications along with a minimum of four years recent experience in computer programming and local area network administration. Or, an equivalent combination of education and work experience from which comparable knowledge and abilities have been acquired. Ability to administer and maintain a local area network is necessary. Experience developing and administering main frame computer programs is preferred. Proven experience in administering and programming data bases and in utilizing computers to solve business problems is necessary. Fluency in computer languages such as: "PC DOS", "C", PASCAL, BASIC and COBOL is required. Fluency in commercially available computer programs such as: "R-BASE V", "DataFlex", "WordPerfect", "PlanPerfect", "DataPerfect", "Novell NetWare" and "LOTUS 1-2-3" is required. A knowledge of mainframe interfaces such as ROSCOE and TOP SECRET is needed. An understanding and knowledge of data communication principles, programs, and techniques is also required. The incumbent must also be willing to explore and learn new computer languages, programs, and techniques.

DESC. NO.:              T3-2100
JOB TITLE:     CABLE PLANT ADMINISTRATOR

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Responsible for the administrative and technical work that involves the planning, organizing, coordinating, maintenance/installation and investigation of all cable telecommunications activities for the entire organization.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Responsibilities include: assign the outside plant cable pairs that are used for each work order issued; determines and assigns the appropriate inside cable pairs for the entire organization;  works in concert with the installation and repair technicians for required changes in cable pair assignments due to discrepancies in bad pairs;  coordinates with cable maintenance and installation crews on locating cable, cable tray, conduits, access panels and manholes for the construction, addition and/or maintenance of the cable plant;  works with the local telephone company on work orders that require using each others cable plant facilities; review and verify all completed work orders for accuracy of cable assignments;  record all changes to both outside and inside cable plant utilizing the organizations automated cable record maintenance system and blue prints and insure updated materials are distributed to all concerned organizational parties;  establish and maintain circuit layout documentation for data, broadcast, LAN's, alarms and off-premise lines that utilize the organizations cable plant; reconcile computer generated cable data with manual systems; performs periodic in field random test verification of installed cable plant

Provides bidding information for new cable orders and adherence to code compliance of cable received. Remains current in new and developing cable topologies and installation materials and methods.

The organization uses a complex and sophisticated computer system for the maintenance of its cable plant. Expert proficiency in the use of this system is expected

SUPERVISION RECEIVED:

Reports directly to the Manager of Telecommunications. Works closely with other managers responsible for the installation and maintenance process. Performs duties under general established guidelines.

SUPERVISION EXERCISED:

May work with field technicians for training purposes in the standards established for cable plant installation and wiring practices. Provides training on color coding and pair assignment policies.

QUALIFICATIONS:

Graduation from an accredited two or four year college with a degree in communications, business or a related field, at least one year experience with either the installation or the management of a large and sophisticated telecommunication cable plant, or an equivalent combination of education and work experience. Working knowledge of telecommunications management system software. Must be familiar with twisted pair, fiber, and coax installation methods and color coding conventions. Familiarity with vendor specific wiring topologies and understanding of LAN topologies helpful.

DESC. NO.:              T3-2110
JOB TITLE:     REPAIR DISPATCHER

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Insure that all telecommunication equipment and network problems are corrected within specific time frames established for such work, and that adequate service is provided.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Receive and record all incoming repair calls from organization departments, including repair calls for data lines, voice terminal equipment and voice mail system. By following scripted guidelines, determine if problem is hardware or software related. Correct software problems where possible, report hardware problems to Field Engineer. Log and close out IBM/PC hardware trouble. Notify department when problem is corrected.

Test all trunks, refer problems to appropriate telephone company or OCC representative, follow up on problem, close out when repaired.

Update wiring data base. Assign all new telephone numbers and ports for cable pairs. Handle repairs of miscellaneous equipment and instruments. Coordinate installation and repair of software with Field Engineer.

Prepare monthly repair report for contractual vendor implications.

SUPERVISION RECEIVED:

Receives immediate supervision from the Field Service Manager.

Expected to perform daily and routine tasks by following strict guidelines and policy procedures. Limited initiative and decision making is encouraged. Works with other technical staff to coordinate all repair efforts.

SUPERVISION EXERCISED:

Provides no direct supervision of any staff. Provides indirect supervision of callers by walking through trouble determination scripts

QUALIFICATIONS:

High School graduate, or equivalent combination of education and work experience. Technical training in telecommunications required. Knowledge of telecommunications related equipment and network failure determination procedures. Knowledge of organizations PBX telephone system and LANs. Knowledge of data base functions on IBM/PC. Demonstrated ability to operate PC/terminal.

DESC. NO.:              T3-2120
JOB TITLE:     SUPPORT TELECOMMUNICATIONS ENGINEER

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Provide technical and engineering assistance to Associate/Staff Engineer in supporting both the day-to-day installation and maintenance of various telecommunications equipment and services, as well as project coordination of same.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

1.      Assist in the coordination of the distribution, installation and maintenance of the organizations telecommunica­tion system.

2.      Perform site surveys when necessary to write orders or estimate new job costs.

3.      Assist in preparation of bid specifications for outside communications plant and inside wire (copper, fiber and coax) for new construction or major renovation projects.

4.      Provide coordination necessary to effect installation of communications transport media (fiber, copper and coax) throughout the organization as well as associated data equipment, as appropriate.

5.      Perform inspections of work done by contractors to ensure adherence to appropriate specifica­tions.

6.      Assist in the resolution of system and network problems and the timely disposition of trouble tickets.

7.      Assist in the implementation of automated cable management system and participate in its ongoing support to ensure proper plant records are maintained.

8.      Perform monthly inspection of each switchroom facility including, but not limited to:  monitor battery plant and record appropriate readings; ensure all support systems (i.e., security, environmental, fire, etc.) are fully operational; inspect each area to be sure they are clean and free of debris/fire hazards. Produce management reports of results, effecting corrective actions when so authorized or recommending appropriate corrective action to supervisor.

9.      Assist in the monitoring and development of installation and maintenance procedures.

10.  Provide back-up for Associate Engineer and other technical staff as needed. Keep abreast of new technology. Other related duties and projects as required.

CONTACTS: Internal; Frequent contact with organization's technical personnel, staff and administrators. Routine communication with other department employees on day-to-day orders and projects. External; Frequent contact with contractors, vendor representatives; occasional contact with consultants.

WORKING CONDITIONS: Typical telecommunications field work environment (approximately 60% of the time), mixed with standard office environment. Electrical hazards, working in cramped equipment sites and in/near construction sites. Overtime (evenings and/or weekends) work may be required during peak periods, storm or snow emergencies, when service is disrupted or disturbed, etc.

PHYSICAL DEMANDS: physical efforts; for example, lifting, visual concentration, standing. Climbing into and out of manholes, Climbing step ladders for wiring and occasional use of aerial ladders and equipment. Transporting equipment and supplies from inventory to field sites. Routine lifting required; must be able to lift a minimum of 50 pounds.

SUPERVISION RECEIVED:

Operates under the direct supervision of the Associate Staff Engineer. May receive direction from other managers while working on special projects.

SUPERVISION EXERCISED:

None anticipated at this time, but may back up other supervisors or may have staff assigned to assist with projects.

QUALIFICATIONS:

BS degree or equivalent in electronics, engineering, computer science or related field. Requires 5-7 years' experience and extensive, in-depth knowledge of installation and maintenance of telecommunications equipment, including PBX and electronic key systems, telephone company central office technologies; inside and outside cable plant (copper, fiber and coax) design and installation. Familiarity with fiber optic technologies; data communications transport and associated hardware/software; switched public and private network facilities; voice mail; operation and interpretation of telecommunications and electronic testing equipment. Ability to read equipment schematics as well as building and underground prints; familiarity with appropriate communications and electric codes. Good written and oral communications and interpersonal skills required; project management skills desired; supervisory experience helpful.

Must be able to distinguish standard AT&T wire color coding.

Must hold and maintain valid State driver's license (or other, as appropriate).

Must have personal vehicle available as necessary.

DESC. NO.:              T3-2130
JOB TITLE:     COMMUNICATIONS TECHNICIAN, JR.

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Monitor and assist in trouble-shooting data communications transmission systems.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Monitor users' lines on various data communications testing equipment (Datascope Monitors) in order to detect disturbances in the analog and digital lines. Determine source of communica­tion problem and report to technician or Sr. Technician in order to provide fast resolution. (source of problems may be in users' equipment, line, central communications equipment or software)  Record and report all users complaints in the communications trouble log. Advise users of network outages and subsequent restoration. Test data communications lines. Assist technician and Sr. Technician in restoration of all transmission lines for data base and tandem system users. When and where necessary, provide coverage for weekends and holidays.

SUPERVISION RECEIVED:

Receives direct supervision from Data Communications Supervisor. May receive direction from Sr. Technician when performing field projects.

SUPERVISION EXERCISED:

Generally provides no direct supervision of any personnel.

QUALIFICATIONS:

Good communication and problem solving skills. Must be well organized, accurate and able to deal with personnel at various levels, both internally and externally. Must be physically agile in order to do cabling effectively due to the nature of precarious areas such as between floor tiles and working in ceiling.

DESC. NO.:              T3-2140
JOB TITLE:     TELECOMMUNICATIONS TECHNICIAN, SENIOR

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Analyze, install, test and repair communications equipment and local area network. Test equipment to locate malfunctions using circuit diagrams, meters and telephone test sets.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Repair or replace defective equipment as necessary. Analyze, repair, and maintain coaxial cables, fiber optic cables, node cables, buried drops - in-house cable, etc. Operate and maintain PBX equipment such as motors, generators, storage batteries and monitor driven apparatus used to furnish or transmit power for telecommunications system. Maintain equipment and analyze operational malfunctions with test devices to locate and diagnose nature of defect and ascertain the repairs to be made. Test insulated wires in aerial or underground conductor cables to determine continuity, insulation, and correctness of cable loading using standard testing  procedures and impedance, resistance, and frequency oscillating meters. Maintain record of instruments and equipment repaired and inventory of spare parts. Make layout plans for new equipment and estimate material required. Inspect, repair and replace electrical protective signaling systems such as burglar alarms. Connect broadcasting equipment into telephone circuits in preparation for radio and television transmission service. Analyze, test, and repair electronic sensing equipment such as fire alarms. Check for electrical characteristics, such as loose connections, misconnected wires, continuity, resistance and grounding. Maintain and stock service vehicle for on-the-job availability of tools and equipment.

Routine quarterly maintenance of manhole/conduit system. Provide back-up and assistance to chief telecom technician in the following areas:

            Construct and/or install new telecommunications system or system upgrades or guide vendors doing the same; act as liaison between organizations' users and vendors to insure necessary planning, scheduling and acceptance testing is appropriately carried out.

            Monitor the daily operation of the various systems for which the department of telecommunica­tions is responsible, review daily computer edit reports and determine system technical problems. Schedule video transmissions between organizations locations via the video network system. Check manholes or steam tunnels for conduit vacancy.

SUPERVISION RECEIVED:

Reports directly to the Chief Engineer. Performs under general organizational guidelines for providing a high level of dependable telecommunications service. On occasion will report to other area managers during special projects.

SUPERVISION EXERCISED:

Provides direct supervision of other Technicians assigned to areas of responsibility. Does not have hiring or firing authority, but will provides significant input to these areas.

QUALIFICATIONS:

Minimum qualifications: High school diploma with a college degree preferred, 5-7 years inside and outside plant telephone installations. Must have experience in planning and coordinating the work of others, maintain effective work relations, and utilize interpersonal skills in the development and implementation of plans. It also requires a knowledge of telecommunication practices associated with different cable systems. Responsive to network user problems and needs. Good personal hygiene and dress, must be well organized.

DESC. NO.:              T3-2150
JOB TITLE:     TELECOMMUNICATIONS TECHNICAL ADMINISTRATOR

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Primary responsibility is the maintenance of Operations and Service telecommunications management system and providing technical coverage for Trouble Desk.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Under general direction, responsibilities include: providing first level interface between users and the telecommunications department and technical staff by manning the Trouble Desk; tracking, monitoring and reporting status of system troubles and MAC calls; updating and maintaining telecommunications management system data bases that include - cable inventory and user, physical inventory and Trouble Ticket Management. Control and maintain all switchroom records and inventory including; electronic mail, technical equipment check in/out, environmental equipment maintenance logs, receipt of mail and packages, and ordering and stocking both technical and non-technical supplies.

Performs other assignments as directed.

SUPERVISION RECEIVED:

Receives direct supervision from the Manager of Telecommunications Services and Switch Room Operations. At time will perform to the requests from other management personnel responsible for providing telecommunications service to the organization.

SUPERVISION EXERCISED:

Generally provides no direct supervision. May help oversee temporary Help Desk personnel and part time clerical workers.

QUALIFICATIONS:

College degree required, in related area preferred. A minimum of one year experience in telecommunica­tion industry, especially one with state-of-the-art software management controls, or combination of equivalent education and work experience. Must be experienced in a technical service environment and be able to quickly respond to user requests. Excellent knowledge and working experience with personal computer and complex applications software is essential. Must work well with organization community, have good communications skills and have an organized approach to work habits. Must be able to work under stressful conditions and willing to work weekends and nights when necessary. Good diction and telephone personality.

DESC. NO.:              T3-2160
JOB TITLE:     TELECOMMUNICATIONS TECHNICIAN, LEAD

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Ensures high quality installation, maintenance and operation/performance of the organizations telecommunica­tions systems.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Position requires coordination with others outside the department and commits department resources."

Maintains "zero downtime" for PBX and related equipment by performing organizations, vendors and/or industry prescribed preventive and operational maintenance.            

      -           Reviews reported problems.

      -           Identify/locates possible source of problem.

      -                 Diagnose/analyze problem by using telecommunication test equipment, PBX diagnostic functions and troubleshooting techniques.

      -                 Interfaces with and assists off-campus telecommunications vendors in problem elimination.

      -           Identifies faulty component, circuit, etc.

      -           Replaces/repairs faulty component, circuit, etc.

      -           Proves repairs and performance.

      -           Completes repair ticket showing completed work.

      -           Ensures network documentation is updated.

      -                 When "On-Call", performs remote PBX diagnostics and follows organizations and vendors procedures for reporting and responding to system alarms.

Installs and/or supervises the installation of all voice and data communica­tions facilities and equipment.

                  Network Facilities Work:

                  -           Provides planning for projects.

                  -                 Determines cable/wire and equipment needed to accomplish the service requested.

                  -                 Determines if contracted work is necessary to complete the work order.

                  -           Installs circuits, cross-connects, equipment, etc.

                  -                 Interconnects circuit to PBX or at local telephone company demarcation.

                  -                 Tests and verifies proper operation of installed circuit/equipment.

                  -                 Verifies circuit/equipment provides the service required by the customer.

                  -           Completes work order showing work completed.

                  -           Ensures network documentation is updated.

                  -                 Interfaces with off-campus telecommunication vendors.

                  Contracted Work:

                  -                 Issue orders to subcontractor.

                  -                 Provides specific instructions/help on projects.

                  -                 Inspects completed work for acceptance and compliance with organization and industry standards.

                  -                 Tests and accepts completed subcontractor work.

                  -                 Completes organizations portion of circuit/work order.

                  -                 Completes work order showing work completed.

                  -                 Ensures network documentation is updated.

Ensures competent employees by providing in-depth technical training. 

      -                 Teaches telecommunications industry standards and principles.

      -                 Trains on troubleshooting and installation policies, practices and procedures.

      -                 Provides training on voice, data, cable/wire and networking technologies and techniques.

      -                 Maintains own personal level of technical training by attending vendor and other industry training courses and seminars.

      -                 Keeps current on industry trends and telecommunications technology changes through regular review and study of technical journals, periodicals and text books.

ASSIST FACILITIES ENGINEER AND MANAGER IN THEIR DUTIES: 

      -                 Provides consultation on special telephone/data communications services and projects.

      -                 Assists in ensuring proper allocation and retention of adequate spare/reserve capacity of network resources.

List of specific equipment or machines operated on a regular basis: Time domain reflectometer,

Transmission measuring set, Portable communications test set, Cable fault/location detector,

PBX input/diagnostics terminal, Data circuit analyzers, IBM Personal Computer, and Communications signal tracer.

PHYSICAL EFFORT: The job requires occasional climbing ladders, lifting materials, entrance/exit of tunnels, manholes, cable enclosure areas, ceilings, etc. Regular use of small hand tools and test equipment.

PHYSICAL WORKING CONDITIONS: Switchrooms are noisy. Tunnels and manholes are hot, moist and dirty. Some other environments are cold, windy and undesirable for long-term exposure.

HAZARDS: The job frequently requires work in hazardous areas around organization grounds, such as construction areas, labs, etc., and close quarters in tunnels and cross connect rooms.      

SUPERVISION RECEIVED:

Performs under the general direction of the Manager of Telecommunications. Deci­sions regard­ing depart­ment expen­ditures for sala­ries, equip­ment and materi­als pur­chases are deferred to Manager.

Major network expansion (cable/wire and equipment) issues and unusual problems are deferred to manager.

SUPERVISION EXERCISED:

Provides direction and supervision for employees and non-organization subcontractor workers.

      -                 Hires and schedules full time and part-time employees.

      -                 Assigns daily tasks, including repairs and MAC work orders.

      -                 Monitors quality of the work performed.

      -                 Counsels and disciplines, as needed.

QUALIFICATIONS:

Extensive experience in electronic communication equipment and systems and comprehensive training (approximately 3 months at vendors facility) and certification on the vendors PBX. Skills in communication systems analysis, troubleshooting and repair. Knowledge of the theories and techniques involved in the implementation and maintenance of private and public telecommunica­tion networks. Knowledge in equipment operation and use. Principles, methods and techniques of effective supervision and personnel practices in organizing work loads and setting priorities. Public relations skills.

DESC. NO.:              T3-2170
JOB TITLE:     TELECOMMUNICATIONS COORDINATOR, REMOTE SITE

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Under general direction from the remote site Vice President and the central office Manager of the Office of Telecommunications, the incumbent will be responsible to manage the remote operations and administration of the remote office's Office of Telecommunications.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Under general direction from the remote site Vice President and the Manager of the Office of Telecommunications, the Coordinator will be responsible to manage all aspects of the daily operations and administration of the remote site Office of Telecommunications. The incumbent will be responsible for the collection, compilation and analysis of data necessary to represent the remote site departments in the development, planning and implementing of new telecommunica­tions systems for data and voice telecommunications services. He/She will ensure that the needs of remote site departments are communicated to the communication suppliers and addressed by them in their future plans and policies.

Responsibilities will include; coordination, direction, and implementation of all operational, administrative and financial activities of the department; supervision of Telecommunications

Analyst and support staff; overseeing the installation and services processes; development of computerized database in‑house master file and database order processing system; participation in the development of billing schemes to accurately reflect services provided; disseminating information on networking services provided by central office and coordinating data microwave installations with Data Communications Division. Will interface with representatives of Local Telephone Company, AT&T Information Services and similar telecommunications vendors. Interfacing with all levels of staff, administration management. Prepare remote site newsletters for user community and performs other duties and assignments as required.

SUPERVISION RECEIVED:

Reports jointly to the remote site Vice President and central office Manager of the Office of Telecommunications. Performs duties under general guidelines while keeping in mind the special interests of the remote site personnel and operations.

SUPERVISION EXERCISED:

Directly supervises the activities of Telecommunications Analyst, Administrative Aide and part-time workers. Has hiring/firing authority. Provides operating and capital budgets.

QUALIFICATIONS:

Bachelor's degree, preferably in related field or equivalent combination of education and work experience. Five years management responsibility preferably in a similar setting that includes two years of involvement with telecommunications. Knowledge of vendors equipment and associated  equipment desired, as well as familiarity with telecommunications billing systems. Good supervisory experience in telecommunications environment. Strong communications skills, ability to interface with all levels of management staff. Must exercise considerable initiative, planning and judgment. Proficient with personal computers and mainframe accounting system. Excellent understanding of telecommunications accounting systems.

DESC. NO.:              T3-2180
JOB TITLE:     TELECOMMUNICATIONS TECHNOLOGIST

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Provides expert technological advice, service and support to the organization and its satellite operations in implementing overall technology strategy described by the Information System Plan.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

1.      Performs evaluation, acquisition, modification, implementation, testing, and post-evaluation of computer hardware, software and telecommunications equipment and other technology on a regular basis.

2.      Maintains up-to-date knowledge of industry standards and strategies for each of the following technology categories in order to perform the functions outlined.

3.      Traditional Computing Technology for mainframe, mini and micro computer applications software, operating environment, and data communications applications for all organizations information systems.

4.      Customer Services Technology. Applicability of the technologies for customer-service functions including integration with traditional computing/communications systems.

5.      Telecommunications Technology. Evaluation of organization-wide telecommunications requirements to develop strategies for implementing on organization telecommunications network to jointly support current and planned voice/data applications. This includes the following technologies: fiber optics, microwave, ISDN, electronic switched networks, voice mail, imaging systems, video conference, packet switching, LAN strategy and PBX's. 

6.      Evolving Technologies. Applicability of such advance technologies as: artificial intelligence, expert systems, and fully distributed relational database technology as they relate to computer/communications operations and services.

7.      Distribute and communicate the results of evaluation and analysis efforts to parties seeking advice and service, management presentations, newsletters, and periodic educational and briefing sessions.

8.      Create an in-house technology center or lab environment to pilot, install, and test selected high technology products.

SUPERVISION RECEIVED:

Accountable to the Director of Technology and Systems Development to support the strategic and tactical objectives of the Information Systems Plan.

SUPERVISION EXERCISED:

Within the constraints noted above, the Technologist  can pursue any avenue of action that will facilitate the accountability set forth above.

QUALIFICATIONS:
Graduate of an accredited college or University with a B.S degree (advance degree helpful) in Computer Science, Telecommunications, Mathematics, Statistic, or related field. Seven years experience encompassing systems development, analysis, design, programming, and business problem solving in a large organization or institution which is customer service oriented or equivalent combination work experience and education. Familiarity with on-line systems, office automation, telecommunications, mainframes, minicomputers, microcomputers, CAD/CAM systems, robotics and electronic tracking and monitoring systems. Ability to articulate and communicate concepts, plans and techniques to current state-of-the-art technologies to all levels of corporate management and staff. Proven working knowledge in several functional areas including finance, plant and/or personnel would be beneficial.

DESC. NO.:              T3-2190
JOB TITLE:     FIELD ENGINEER

LAST UPDATE:      August 31, 2001                        
 

BASIC FUNCTION:

Field Engineers are responsible for providing (installing, rearranging, changing) and maintaining voice and data communications for the entire organization and interfacing with the system software engineer to effect required hardware and software diagnostic tests and software maintenance.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Performs Central Processing Unit checks with test equipment to insure accuracy of arithmetic operations, control instructions, timing signals and other logic operations. Performs extensive testing on common equipment via micro-processor when trouble has been detected, corrected trouble and updates service log.

Coordinates software maintenance and hardware diagnostics with software engineers. Maintains records involving ports assignments, dialing plans and automatic route selection patterns. Maintains records wiring plans on main distribution frame and intermediate frames. Interprets departmental requests for equipment changes. Draws equipment from stock location. Verifies with departments, accuracy of service request, location of equipment, change and discuss logistics of accomplishing job. Makes a commitment time and completes job within that period of time.

Plans and installs station wiring from terminal location to common equipment or PBX. Evaluates repair troubles and corrects problems by replacing instrument, hardware or station wiring. Forwards software problems to software engineers. Instructs departments if trouble was user performance. Notifies departments if trouble was user performance. Notifies department when trouble is found and work has been completed. Determines if department will be billed and prepares invoice if necessary and forwards to billing manager.

Refurbishes broken telephone equipment and returns to stock for future use. Closes out trouble with repair clerk. Performs diagnostic tests on all fiber optics cable using TDR technology. Performs checks on all carrier-provided trunk circuits for proper operation. Updates service documents when maintenance is performed on switching equipment. Analyzes service documents when maintenance is performed periodically to find patters of fault and refers to plant manager. Measures and corrects any DB loss in light guide system. Maintains inventory of equipment and materials in switchroom. Calibrates various test equipment.

May assume the duties/responsibilities for the Plant Manager in his/her absence.

SUPERVISION RECEIVED:

Work and special projects are assigned by the Plant Manager. Upon completion of a service order, the installation will be reviewed and approved by the department. All maintenance performed on the switch hardware will be reviewed and approved by the Plant Manager.

SUPERVISION EXERCISED:

The Field Engineer will manage day-to-day activities and time schedules of all Service and Field Technicians. Position does not have direct hiring and firing authority.

QUALIFICATIONS:

Advanced degree or its equivalent in Computer Science, Electrical Engineering or related field, eight to ten years work experience in telecommunications with at least two years in systems analysis and one year in programming. State of the art experience in on‑line systems, communications access methods and in depth knowledge of communications, PBX, network security procedures and statistical analysis. Good management skills, excellent communications skills and a proven aptitude for human relations.

This position requires training and experience in computer and telephone communications and system analysis and design, operation and maintenance. The position also requires the ability to analyze problems and develop practical solutions, plan and coordinate the work of others, maintain effective work relations, and utilize interpersonal skills in the development and implementation of intermediate and long-range plans. It also requires a knowledge of telecommunication practices associated with different systems, trends and technological advancement in the communications industry.

DESC. NO.:              T3-5000

JOB TITLE:     VOICE MAIL SPECIALIST

LAST UPDATE:      August 31, 2001                        

BASIC FUNCTION:

Primary responsibility is to plan, promote, educate, train, operate and maintain voice messaging and processing services. 

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

1.      Under general direction, provides technical, educational and managerial leadership in the design, development, promotion, implementation and maintenance of voice messaging/processing systems.

2.      Provides guidance in the development and deployment of organization wide voice messaging/processing guidelines for current and future use and enhancement.

3.      Provides instruction on technical issues and use. Keeps up to date of new and emerging voice messaging/­processing systems.

4.      Provides necessary documentation for the smooth transition of new voice messaging/pr­ocessing technologies brought into operational use. 

5.      Specific responsibilities include: educating and training all system users; writing, collecting, distributing and updating documentation; voice processing system administration, including making all changes to the system data bases; must become proficient in the maintenance and administration of the voice messaging system for the optimal use of the resources available; coordinates all aspects of voice messaging with other telecommunication areas in which the system has an impact; provides regular reports on usage and financial impact of voice messaging systems on organization; provides analysis for departmental usage.

6.      Required to work additional hours during peak periods. 

7.      Consults with departments on potential use and configuration of voice processing system for competitive use and advantage. Helps write user scripts when appropriate.

8.      Works closely with all Managers, User Services, Systems/Applications Managers, and other personnel as is appropriate. 

9.      Performs other department related duties and assignments as requested. 

SUPERVISION RECEIVED: 

Receives general supervision and guidelines from the Director. Participates on committees directed to enhance voice messaging/processing within organization.

SUPERVISION EXERCISED: 

Provides direct supervision of own staff of voice processing analysts and clerks when necessary. Provides indirect supervision of vendors technical staff during routine maintenance, troubleshooting and upgrade procedures.

QUALIFICATIONS:

College degree, preferably a B.S. or B.A., minimum of two years experience in the field of telecommunications and/or data processing analysis and design, or combined equivalent education and work experience. Strong working knowledge of voice messaging concepts, software and hardware, and good technical knowledge and understanding of up and coming voice messaging technologies. Working experience with PCs or mainframe software. Must have excellent interpersonal, verbal and written communication skills. Supervisory experience desirable. Experience in a large, complex organization or corporate structure environment required. Ability to plan and make decisions for future implementations of voice messaging networks. Must be able to work in stressful situations.