University System of Maryland          Job Class Specification TITLE: TELEPHONE SYSTEMS SPECIALIST JOB CODE: N07TSU FLSA: NONEXEMPT JOB TYPE: SYSTEMWIDE EEO6: H40 JOB FAMILY/SERIES: OFF TEL IPED-SOC: 43-2099

APPROVED BY: Chancellor Donald N. Langenberg EFFECTIVE DATE: 07/01/1996

JOB SUMMARY

Under general supervision, coordinates installation and repair of
telephone system services and functions as a contact person with
telecommunications vendors.

PRIMARY DUTIES

 1.  Processes requests for installation, repairs and
     telecommunications modifications.

 2.  Provides information and assistance to users for voice and data
     service inquiries and problems including services available,
     associated costs, procedures for requesting service and policies
     regarding telecommunications.

 3.  Monitors and troubleshoots sources of disruptions to service
     using diagnostic procedures and system diagnostic tools.
     Corrects telecommunications problems using on-line
     telecommunications software.

 4.  Schedules and coordinates repairs to equipment and software.

 5.  Installs, modifies, or removes primary telecommunications voice
     features and equipment utilizing automated system software
     programs.  Interprets user hardware requirements and coordinates
     provision of service.

 6.  Enters information into computerized management systems and
     telecommunications system databases.

 7.  Processes non-technical service requests such as telephone
     calling cards, telephone inventory and accounting unit related
     changes.

 8.  Monitors quality control on user service requests.

 9.  Coordinates service with local and long distance exchange
     carriers.

10.  Monitors and modifies physical facility utilization and inventory
     and provides for charge-back billing.  Verifies monthly telephone
     billing statements and resolves any discrepancies.

11.  Operates telecommunications equipment including analog and
     digital telephones.

Note: The intent of this list of primary duties is to provide a
representative summary of the major duties and responsibilities of
this job. Incumbents perform other related duties assigned. Specific
duties and responsibilities may vary based upon departmental needs.

MINIMUM QUALIFICATIONS

EDUCATION:  High School Diploma or GED.

EXPERIENCE: Three years in telephone operations which involved the
processing of service requests with a computerized telephone system.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Thorough knowledge of telecommunications equipment, software and
service; of telephone information call handling procedures.  Skill in
the use of keyboards and basic communication software; in listening
techniques for interpreting caller requests.  Ability to apply
telecommunications policies and procedures accurately and rapidly to
resolve telephone service problems; to speak clearly and effectively;
to interact with callers in a pleasant and courteous manner and
maintain poise under pressure.

OTHER: Except for qualifications established by law, additional
related experience and formal education in which one has gained the
knowledge, skills, and abilities required for full performance of the
work of the job class may be substituted for the education or
experience requirement on a year-for-year basis with 30 college
credits being equivalent to one year of experience.

CONDITIONS OF EMPLOYMENT

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