Under general supervision, coordinates installation and repair of
telephone system services and functions as a contact person with
1. Processes requests for installation, repairs and
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
3. Monitors and troubleshoots sources of disruptions to service
using diagnostic procedures and system diagnostic tools.
Corrects telecommunications problems using on-line
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
8. Monitors quality control on user service requests.
9. Coordinates service with local and long distance exchange
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
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.
CONDITIONS OF EMPLOYMENT