|Step 1||Step 10||Step 2||Step 3||Step 4||Step 5||Step 6||Step 7||Step 8||Step 9|
|Salary Range 21||$2786||$4232||$2912||$3048||$3195||$3347||$3506||$3672||$3857||$4039|
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.
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.
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.
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.
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.