GENERAL DESCRIPTION OF CLASS

The TELECOMMUNICATIONS ANALYST 1 provides technical assistance; user training support and operating instructions; customer needs analysis; service request/work order coordination for customer move, add and change activity; repair administration and diagnostic assistance; and systems administration to campus telephone users to ensure their telephone service needs are met and the campus telephone system is being used in an efficient and effective manner.

DISTINGUISHING FEATURES

This is the first level of a two-level series of classes. This class is distinguished from the higher level class by less need for in-depth technical and functional knowledge of systems hardware and software for PBX, PABX, EKTS phone systems, voice mail systems and their respective network design and configurations as well as less need for user applications consulting, systems engineering, database administration and MIS reporting expertise. The Telecommunications Analyst 1 is distinguished from the User Support Analyst classification by its focus on voice communications systems versus microcomputer, mini-computer or computer mainframe systems and their respective user support requirements.

DUTIES AND RESPONSIBILITIES

Allocation of positions to this class will depend on the total work performed, which may include the performance of some or all of the following duties, tasks or responsibilities, and other associated duties or tasks.

• Technical Assistance, Review and Analysis. Typical tasks include: reviews and analyzes all customer requests or inquiries related to moves, adds or changes to their telephone or voice mail service; provides technical assistance and technical recommendations to customers who desire to make changes to their existing telephone or voice mail service; consults with other OUS technical support personnel, vendors, consultants or contractors to assist in customer needs analysis and determine best technology applications solutions for various customer telephone and voice mail service needs; provides management with technical recommendations on most efficient and effective use of campus telephone or voice mail system resources.
• Service Request Administration and Coordination. Typical tasks include: receives, reviews, analyzes, approves and processes all customer Service Requests for moves, adds or changes to their telephone or voice mail service; works closely with customer to clarify requests, ensure accuracy and completeness, and ensure that the ensuing technician work performed results in what the customer desired; maintains complete and accurate documentation of all Service Request to ensure proper tracking of requests, and scheduling and deployment of technician resources as well as provide MIS reporting information of all Service Requests received, worked and completed; coordinates Service Requests with all appropriate equipment and service providers to ensure that all parties involved in working and completing a request are properly notified and included as required to complete the work specified in the request.
• Repair Administration, Coordination and Dispatch. Typical tasks include: receives, reviews, and analyzes trouble reports generated by end users/customers or system generated alarms and trouble reports; works with end users, peers, vendors, and contractors to determine nature of reported trouble and appropriate courses of action for problem resolution; dispatches or schedules repair technicians as required; tracks, logs and otherwise administers trouble reports to ensure proper deployment of technician resources and closure of trouble tickets/reports as well as provide MIS reporting information for all trouble reports received.
• Systems and Database Administration. Typical tasks include: assigns telephone numbers and PBX equipment line locations for service changes; performs switching system translations; administers all PBX port assignment databases; assigns voice mail boxes and extensions and otherwise administers voice mail system databases; coordinates and works with OUS network administrator/manager and other OUS technical support personnel to install, remove or otherwise change network services, PBX switch configurations, PBX system hardware and software, voice mail system hardware and software; provides various PBX technical specifications and system database information to peers, vendors, or contractors as required.
• User Training. Typical tasks include: provides end users with PBX feature use instructions, training materials and any other information that assists customers with the proper use and application of various telephone system or voice mail system features in their respective work environments; develops processes, procedures, forms and guidelines for use by all customers in the preparation of Service Requests for move, add and change activity and Repair Requests for trouble reporting.

RELATIONSHIPS WITH OTHERS

Employees in this class are in daily contact in person, in writing, by e-mail or by phone with customers/end users, technical peers, other telecommunications staff, and vendor technical support staff regarding service requests/work orders, repair problems or issues, questions regarding use of various telephone features, or other telephone service related matters. Daily contacts also provide guidance and consultative assistance to customers on matters related to management and deployment of telecommunications resources and budget funds and help ensure that departments are using telephone and voice mail services in a cost effective and efficient manner.

SUPERVISION RECEIVED

Employees in this class receive supervision from a technical supervisor, "lead worker", administrative superior or manager who assigns or schedules work; checks work in progress and upon completion; periodically monitors and reviews project requirements; and periodically reviews employee performance. Guidelines used by employees in this class include technical manuals, systems user guides and manuals, systems administration manuals, various industry standards, service requests/work orders, repair requests, contract requirements, relevant institution or program policies, guidelines and procedures, and any other applicable state or federal laws, rules or regulations.

GENERAL INFORMATION

Employees in this position should have a working knowledge of telephone industry service order practices and procedures; working knowledge of basic PBX/EKTS phone system and voice mail system features and how to apply them to various customer work environments; and demonstrated experience in customer service and end user training in the telecommunications industry. Must be able to work effectively with both technically oriented peers and non-technically oriented customers or end users. Work occasionally can be stressful due to customer complaints regarding telephone service problems.

MINIMUM QUALIFICATIONS

• Two years of experience providing consultative assistance, customer service, user training or similar end user/customer support to various users of telephone or computer services or systems.