Telecommunications Services Coordinator Duties and Responsibilities
Purpose of Classification:
The
telecommunications services coordinators are responsible for all the
telecommunication systems, both telephone and network, on campus
including but not limited to: troubleshooting telephone problems
(this involves researching the telephone database), working with
users, and analyzing and resolving problems. They analyze
telecommunication requests and assist, monitor, coordinate and
review all related telecommunication systems/applications/services
from start to finish including pagers, cellulars, calling cards,
voicemail and automated call distribution. The Coordinators are also
involved with some telecommunication training for various systems.
Distinguishing Characteristics:
This is
the second in a series of four classifications. The primary
responsibilities of this position are to work with end-users and the
telecommunication department to ensure the orders/requests/projects
are handled in an efficient manner. This includes monitoring and
verifying all user requests.
Examples of Duties:
- Provides information to telecommunications users and
recommends the most cost effective and efficient
telecommunications services and/or equipment configuration to
meet specified user needs.
- Compiles user requirements into service orders for
installation, moves and changes; reviews work orders of other
staff; submits orders to appropriate service vendor or agency.
- Monitors all service requests through completion resolving
any discrepancies that may occur.
- Assists and trains telecommunications end users and other
appropriate personnel relating to the use of equipment and
features.
- Updates Voice Mail system, regarding program changes,
administration of the system, and monitoring resources and
training staff.
- Interfaces with campus community through various media
resources.
- Updates database records and documentation.
- Provides information to telecommunications users and
recommends the most cost effective approaches/means to
accomplishing desired outcomes.
- Receives, investigates and resolves all trouble reports and
full range of user complaints concerning telecommunication
services and/or equipment.
- Makes recommendations as needed for new acquisitions of
equipment; implements and documents service procedure
improvements.
- Coordinates the taking of physical and perpetual inventories
of all university telecommunications services and equipment.
Knowledge, Skills and Abilities:
- Knowledge of the capabilities, limitations and deficiencies
of various types of telephone and data services equipment.
- Knowledge of available telephone and data equipment
technologies, applications and interface requirements.
- Knowledge of basic telecommunications electronics.
- Knowledge of personal computer operations and functions.
- Skill in both verbal and written communication.
Minimum Qualifications:
Three
years of telecommunication services experience; OR, Any equivalent
combination of experience and/or education from which comparable
knowledge, skills and abilities have been achieved.
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