TELECOMMUNICATIONS ASSISTANT                                          1801

 

 

 

DISTINGUISHING FEATURES OF THE CLASS

An employee in this class is responsible for the operation of a telecommunications network management console to communicate with data and voice system components with functions such as call-accounting, voice mailboxes, etc.  The employee will troubleshoot system problems, monitor usage, and generate reports in order to insure optimum system utilization.  Supervision may be exercised over a small number of employees assigned to the Call Center. Work is performed under general supervi­sion of a system or general administrator.  Does related work as required.

 

TYPICAL WORK ACTIVITIES

            Operates a network management console to generate system alarm and statistical usage reports and monitors usage to assure optimum system utilization, and updates databases as necessary;

            Reviews trunk usage and routing options to assure proper routing and minimize call routing costs from various loca­tions;

            Configures automated voice systems, new telephone accounts, develops specific office applications, arranges for moves, installations, and changes, and makes program­ming changes to user phones to include necessary features;

            Investigates complaints from employees and the general public concerning communications;

            Troubleshoots and resolves user problems;

            Assists administrator in diagnosing system component failures, and provides information on correct system usage;

            Acts as liaison with departments to determine their communications system needs;

            Assists administrator with determining communications requirements of new buildings and examines communications service to improve efficiency of systems;

            Makes recommendations to administrator on improvements in policies, procedures and utilization of equipment;

            Provides for the training of employees in the use of telephone equipment;             

            Monitors voicemail and call distribution systems and assures that users delete unnecessary messages in order to assure storage space availability;

            Liaison with vendors to order equipment, process service requests, and schedule maintenance or repairs;

            Maintains inventory of telephone equipment;

            Prepares and maintains internal telephone directories;

             May assign, schedule, and review the work of employees assigned to the Call Center.    

 

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Thorough knowledge of the telecommunications system in use, including knowledge of system features and capabilities; good knowledge of general office terminology; ability to think in a logical manner, including the use of deduc­tive reasoning; ability to follow written and oral instructions; ability to develop good working relationships with administrators, vendors and system users; physical condition commensurate with the demands of the position.

 

MINIMUM QUALIFICATIONS

            OPEN COMPETITIVE

            Graduation from a standard senior high school or possession of a high school equivalency diploma, and three (3) years of experience operating and updating a computerized telecommunications system.

 

            PROMOTIONAL

            Two (2) years of permanent competitive status as a Telecommunications Aide.

 

R3/25/14

SUFFOLK COUNTY

Competitive