Telecommunications Specialist

Job Title: Telecommunications Specialist
Job Requisition ID:  37360
Closing Date: 5/14/2024
Salary:   $4,611 - $6,685 per month
Number of Vacancies:   2  
Work Hours:  8:30am - 5:00pm  
Work Location: 201 W Adams St, Springfield, Illinois, 62704-1874 
Union Position: Yes
Work Authorization: The State of Illinois does not provide sponsorship for employment visa status and cannot accept F1 OPT/CPT. To be considered for permanent employment with the State of Illinois, applicants must be legally authorized to work in the United States without the need for employer sponsorship now or at any time in the future.

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. 

This position serves as a Telecommunications Specialist, monitoring incidents for the support of voice, VoIP, video, data and wireless services and equipment. 

In this role you will receive initial customer requests via telephone, email or online order and collect detailed information to fully document the request. 

In addition, you will maintain incident documentation using appropriate reporting tools and assist higher level staff in troubleshooting efforts. 

This position identifies root cause and implements appropriate corrections to resolve. 

If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!

As a State of Illinois employee, you receive a comprehensive benefits package including:

• Competitive Group Insurance benefits including health, life, dental and vision plans
• Flexible work schedules (when available and dependent upon position)
• 10 -25 days of paid vacation time annually (10 days for first year of state employment)
• 12 days of paid sick time annually which carryover year to year
• 3 paid personal business days per year
• 13-14 paid holidays per year dependent on election years
• 12 weeks of paid parental leave
• Pension plan through the State Employees Retirement System
• Deferred Compensation Program – voluntary supplemental retirement plan
• Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

Essential Functions

30% Under direct supervision, serves as a Telecommunications Specialist for the Department of Innovation & Technology (DoIT), performing routine incident management in the Customer Service Center (CSC):

• Receives initial customer service requests via telephone, email, or online order.
• Collects detailed information to fully document requests and enters in reporting system.
• Monitors incidents for the support of voice, Voice over Internet Protocol (VoIP), video, data, and wireless services and equipment in accordance with DoIT operational standards and guidelines.
• Resolves requests within scope and knowledge or directs request to the appropriate resources.
• Escalates incidents internally to ensure timely resolution.
• Engages appropriate DoIT resources and coordinates the resolution of requests/incidents.
• Dispatches technicians or refers to appropriate vendors to restore service.
• Provides status updates to customers and DoIT management as described within policies and procedures.
• Recommends product and service solutions.

25% Maintains incident documentation using appropriate reporting tools according to established procedures and standards:

• Reviews incidents within the reporting system to ensure proper categorization, accurate routing, reporting and analysis.
• Records all activity and customer communication within the work log to ensure a detailed history.
• Inspects work log and categorizations to ensure documentation of final cause and resolution for accurate routing, reporting and analysis.

25% Assists higher level staff in troubleshooting efforts of incidents:

• Identifies root cause and implements appropriate corrections to resolve.
• Uses diagnostic tools to isolate problems.
• Gathers documentation for root cause analysis.
• Coordinates support from internal and external support organizations and vendors.
• Monitors support efforts to ensure prompt resolution of issues due to failures and unsatisfactory service related to maintenance and/or repairs.
• Escalates issues requiring assistance from higher level staff
• Provides notification and updates to customer, agency contacts and DoIT management in accordance with the internal escalation procedures.

10% Participates in the development of methods and procedures and training programs to improve skill levels of staff associated with the CSC products, services, and processes:

• Participates in cross training efforts with higher level staff members.

5% Keeps abreast of new developments in the Information Technology field:

• Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
• Attends demonstrations and exhibitions related to assigned operations

5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

1. Requires knowledge, skill, and mental development equivalent to completion of completion of an Associate’s degree.
OR
1. Requires two (2) years of college, with major coursework in electronic engineering, radio/television, telecommunications, or related field.
AND
2. Requires one (1) year of professional experience in telephone service coordination; telephone sales, installation, and minor telephone repair; IT desktop and/or LAN systems; OR other related business experience.

Preferred Qualifications

1. One (1) year of professional experience with VoIP systems.
2. Elementary knowledge of various voice, VoIP, wireless, data, IT desktop, or IT LAN communications systems and services.
3. Ability to develop methods, procedures, and training programs.
4. Ability to follow verbal and written instructions.
5. Ability to gain and maintain effective working relationships with associates, vendors, clients, and others.
6. Ability to coordinate the activities of work associates to achieve desired results.
7. Developed verbal and written communication skills to present information to others with clarity and precision.

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.

1. Requires the ability to verify identity
2. Requires employment authorization to accept permanent full-time position with the State of Illinois
3. Requires the ability to pass a position specific, agency required background check
4. Requires self-disclosure of criminal history.
5. Requires the ability to travel.
6. Requires the ability to work outside of normal hours to meet deadlines.
7. Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.
8. Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
9. Requires the ability to lift and carry objects or equipment weighing up to 20 pounds This is considered light work as defined by the U.S. Department of Labor (20 CFR 404.1567(b)). Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds.

The conditions of employment listed are incorporated and/or related to any duties included in the position description.

About the Agency

The Department of Innovation & Technology (DolT) is the state's IT agency delivering an enterprise approach to statewide technology, innovation and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.