TELECOMMUNICATIONS SPECIALIST I/II/III

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1 Monterey County 43L34 43L23 43L35 TELECOMMUNICATIONS SPECIALIST I/II/III DEFINITION Under general supervision, evaluates, procures, and coordinates telephone service and installation of telephone equipment; and performs other related duties as assigned. DISTINGUISHING CHARACTERISTICS Telecommunications Specialist I/II/III evaluates requests for telephone service, determines user requirements, and coordinates pre-installation planning and post-installation troubleshooting; and performs analytical, administrative, or management support duties of telecommunications projects requiring specific knowledge of the hardware and software applications directly related to the telecommunications network. Telecommunications Specialists make recommendations to management for telecommunications solutions in a variety of formats based on their analysis. Telecommunications Specialist is the software technical expert on the applications available for the telecommunications system. Telecommunications Specialist I is the entry level of this series. Initially, incumbents in this class function under close supervision, but are expected to become proficient in the full scope of duties required to serve an assigned telecommunication system. Initially with supervision, positions at this level are introduced to the systems and familiarized with the tasks necessary to operate the equipment and software that assures the continuous operation of telecommunication systems. Telecommunication Specialist II is the full journey-level, which may be assigned to any task associated with the coordination of telecommunication system service. Under minimal supervision incumbents meet with users and coordinate additions to the existing phone system, confer with users to identify problems with telephone or voic system, coordinate with technicians to troubleshoot and solve telecommunications problems, check and correct programming of software-controlled telephone and other telecommunications equipment systems operations, and provide customer service, equipment repair, and replacement. Telecommunications Specialist II is distinguished from Telecommunication Specialist I in that the latter has familiarity and training on the specific telecommunications systems that they are responsible for supporting. The Telecommunications Specialist II has gained the experience necessary to perform day-to-day tasks with little or no supervision. Telecommunication Specialist III is the advanced journey level routinely assigned the most complex and difficult work requiring greater expertise and experience. Under little or no supervision, incumbents coordinate a number of projects, employees, vendors, and contractors. May be assigned as the only source of technical expertise to an operating department or remote location of a larger department, and must perform a broad range of tasks independently. The Telecommunications Specialist III is distinguished from the IT Manager responsible for telecommunications in that the latter has management responsibility over planning, acquisition, deployment, operation, and support of specific technologies within the Telephone Systems division. Telecommunication Specialist is a flexibly staffed series. Incumbents hired at the Telecommunications Specialist I/II levels may be appointed to the next higher level upon meeting the requirements of the higher position, and with the recommendation for promotion by the appointing authority. The Telecommunication Specialist series is distinguished from the Telecommunication Technician series in that the Specialist series is focused on telecommunications software application system programming in support of the telecommunications systems, and interaction with users to develop solutions for their needs, based on a variety of alternative telecommunications technologies, whereas the Technician series is focused on the telecommunications system hardware installation, deployment and the connectivity that is required to make the system work together. The Technician works to build the infrastructure, physically install telecommunications

2 Page 2 of 5 hardware and make the necessary connections. The Telecommunications Specialist then programs the system based on the customers requirements. EXAMPLES OF DUTIES Nothing in this specification restricts management s right to assign or reassign duties and responsibilities to this job at any time. 1. Meets with users and prepares work orders for telephone addition, transfers, and other changes for simple configurations under the supervision of a senior telecommunications specialist. 2. Trains and assists operating departments regarding proper telephone usage and procedures. 3. Allocates telephone charges to various departmental accounts. 4. Prepares, reviews, and approves telecommunications service billing charges, and telephone line charges. 5. Maintains telephone system inventory in computer. 6. Writes PBX and VMX software for simple configurations: checks and corrects programming of software-controlled telephone and other telecommunications equipment. 7. Coordinates with technicians to troubleshoot and solve telecommunications problems. 8. Performs additional related duties as required. Telecommunications Specialist II: in addition to the duties listed above: 9. Evaluates requests for telephone service, determines user requirements, prepares cost estimates, and implements telecommunication projects under the supervision of a Level II or Level III telecommunications specialist. 10. Meets with users and prepares work orders for telephone addition, transfer, and other changes for more complex configurations. 11. Coordinates pre-installation planning with Telecommunications Technicians, telephone companies, and departmental personnel. 12. Confers with users to identify problems with telephone or voic system and suggests solutions. 13. Verifies discrepancies in various billing documents, compares billing documents to work requirements, and equipment ordered and received. 14. Plans and programs routing information to allow interconnection of public circuits to the private telecommunications system. 15. Writes PBX and voice mail software: checks and corrects programming of software-controlled telephone and other telecommunications equipment. 16. Confers with representatives of County departments, telephone utility companies, County Communications personnel, and telephone service vendors regarding service, repair, adjustments, costs, corrections in service or billing, and the installation and removal of equipment. The Telecommunications Specialist develops and completes the necessary programming, orders the necessary services and confers with the Telecommunications Technician to provide the customer with a comprehensive project plan. Telecommunications Specialist III: in addition to the duties listed above:

3 Page 3 of Evaluates requests for complex telephone service, determines user requirements, prepares cost estimates, and implements telecommunication projects. 18. Confers with users and departmental personnel regarding complex problems and troubleshooting. 19. Provides training and leadership for Telecommunications Specialist I&II for day-to-day work activities. 20. Assigned overall responsibility for very complex and technically challenging projects. QUALIFICATIONS A combination of experience, education, and/or training which substantially demonstrates the following knowledge, skills and abilities: Some Knowledge of: 1. Basic principles, practices, terminology and trends in telecommunications as they relate to telephone systems and equipment 2. Telephone rates structures, billing methods and service procedures 3. Proper telephone usage and procedures Skill and Ability to: 1. Communicate orally and in writing to convey technical information in non-technical terms 2. Coordinate among different groups to effect and maintain smooth telephone service 3. Understand detailed billing statements and service records, compare them to work requested and performed and/or equipment ordered and received and identify discrepancies 4. Accurately maintain a variety of technical and accounting records 5. Maintain records, prepare reports and correspondence 6. Establish and maintain collaborative customer and staff relationships, and maintain productive vendor relationships Telecommunications Specialist II: In addition to working knowledge of the Telecommunications Specialist I knowledge, skills and abilities listed above: Working Knowledge of: 1. The telecommunications systems needs and requirements of a County government with voice, data, video, 911, network, and other responsibilities 2. Telephone software used in the county such as Ericsson PBX Skill and Ability to: 1. Evaluate departmental needs for telephone service, recommend and order appropriate services 2. Prepare detailed telephone service plans 3. Learn emerging telecommunications technologies Telecommunications Specialist III: In addition to thorough knowledge of the Telecommunications Specialist I and II knowledge, skills and abilities listed above: Thorough Knowledge of:

4 Page 4 of 5 1. The core competencies of convergence which include data networking, telephony networking and convergence technologies areas including industry standards and protocols, infrastructure, IP protocols, telephony concepts and fundamentals, voice-over convergence, topology convergence and troubleshooting with an emphasis on the software programming and applications that are necessary to deliver these services. Skill and ability to: 1. Lead, train, and coordinate the work of others. 2. Coordinate multiple resources from organizations inside and outside the county in order to complete large complex telecommunications projects. REQUIRED CONDITIONS OF EMPLOYMENT As a condition of employment, the incumbent will be required to: 1. Successfully pass a modified background investigation 2. Possess a valid California Class C driver s license with a satisfactory driving record or be able to provide suitable transportation that is approved by the appointing authority 3. Work occasional nights and weekends 4. Respond to after hours emergency calls and perform standby duty as required EXAMPLES OF EXPERIENCE/EDUCATION/TRAINING The knowledge, skills and abilities listed above may be acquired through various types of experiences, education or training, typically: Three (3) years work experience as a telephone administrator or informal, internal helpdesk point-of-contact for simple problems with phone system, and demonstration of basic PC skills (e.g., Word, Excel, Outlook); or Six (6) months specialized training in the functions and features of an ISDN digital time switch telecommunications system Telecommunications Specialist II: Three (3) years work administrative or technical experience with a telephone company or manufacturer with a minimum of six (6) months specialized training in the use of an ISDN digital time switch telecommunications system, and demonstration of Windows Administration knowledge; or Two (2) years experience working with a digital PBX with the application of telecommunication system features to user requirements in an agency similar to Monterey County; or One (1) year experience as an Ericsson certified customer service representative

5 Page 5 of 5 Telecommunications Specialist III: Four (4) years experience working with a digital PBX with the application of telecommunication system features to user requirements in a large agency similar to Monterey County, or three (3) years experience as an Ericsson certified customer service representative Licenses and Certifications: Certification on computing and network technologies such as Microsoft Windows 2000 Server, and Cisco CCNA and formalized project management certification is highly desirable. PHYSICAL AND SENSORY REQUIREMENTS The physical and sensory abilities required for this classification include: 1. Sight in order to read computer screens and standard computer printouts / may involve extensive VDT exposure 2. Hearing, speech, sight, and physical dexterity sufficient to function in a typical office environment 3. Coordinated, skillful movements of fingers, hands and arms to operate a computer keyboard 4. Physical requirements necessary to operate a motor vehicle CLASS HISTORY CLASS DATA Class Code: 43L34/43L23/43L35 Job Group: 14/13/13 Established Date: I/III April 2003 EEO Category: T/T/T Revised Date: I/II/III May, 2008 Work Comp. Code: 9420/9410/9410 II April 2003 Bargaining/Employee Unit: J Former Title: N/A FLSA: C MOCO OT: Y Prepared by: Cynthia Berry, Associate Personnel Analyst, Information Technology Department Approved by: /s/ Gerta McClay County Administrative Office 2/3/2010 Date

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