University System of Maryland

         Job Class Specification

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


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


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.


EDUCATION: High School Diploma or GED.

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


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.


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