IT Telephony Administrator and Coordinator (Endpoint Technician II)

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Under limited supervision, the Telephony Systems Administrator and Coordinator administer and analyzes IP telephony systems and communication devices (cell phones, MiFi devices, and iPads). Assist with the configuration, implementation, consultation, documentation, and tracking of IT communication endpoint assets and their related systems in accordance with Agency procedures and guidelines. Serves as primary administrator for agency telephony systems and communication endpoint devices and management of these devices. Diagnoses and repairs complex problems in response to customer-reported incidents. Promote and support collaborative services through customer service, continuous improvement, device life cycle, and tracking of customer service requests to resolution meeting service level agreement timeframes.  Adhere to State and agency IT Security polices and standards.  

• Installs, configures, troubleshoots, and maintains moderately complex to complex customer hardware and software to support the agency IP telephony systems and communication devices.  Ensures rigorous application of information security standards.  Primary administration of Segra Portal and phone carriers for the agency; Additional systems include Apple Business Manager, and MDM MS Intune.  Process and coordinate departmental requests for telephone moves and setup.  Manages contractors and works with other IT Staff, and program area telephony coordinators to support agency telephony systems and communications needs.

• Diagnoses and repairs moderately to complex problems in response to customer reported incidents.  Proactive and timely resolution to tickets based on the severity of the issue. RProvide tier 2 and tier 3 support of telephony systems assigned and contact vendor to submit Service Requests and Incident Tickets to resolution.   Coordinate with other IT staff and vendors to troubleshoot and resolve highly complex telephony related software and hardware issues.  Assist with identifying and troubleshooting network issues associated with telephony communication. Document and track in agency ITSM.

• Maintains good relations with agency management, customers, vendors, and IT staff.   Serves as a liaison to customers and IT staff to meet agency telephony needs and tracking of those telephony assets.   Assist with developing deployment schedule and logistics.  Monitor telephone usage and billing.  Work with program areas and Accounts Receivable to confirm staff usage and discrepancies requiring remediation.

• Provides advice and direction to agency on purchases associated with telephony devices and services. Researches and provides evaluation of trends and patterns in customer support requirements.  Assists with developing and maintaining customer support policies, procedures, standards and training materials.

• Directs the preparation of project reports for customers. Assesses project progress and is held accountable for results. Coordinates, designs and maintains documentation and service catalog.

• Other duties as assigned.  
  
  The employee will work under limited supervision, following established policies, procedures and guidelines.  Position requires the ability to work independently in establishing priorities and responding to agency needs   Some limited after-hour and weekend work may be required; during emergencies, on call 24 hours a day when activated (agency cellular device is authorized to meet this requirement).