Data-Telecom Support Specialist
Information Technology Department
Purpose:
The Data/Telecom Support Specialist provides tier-one support for telephones and voicemail boxes for District employees. The Data/Telecom Support also processes vendor billing and maintains the central database of District telephone numbers.
Reports to:
Administrator for Technology Services
Nature & Scope:
The Data/Telecom Support Specialist performs work of a general nature under general supervision. The nature of the work requires adherence to standard procedures, as well as policies and regulations. The Data/Telecom Support Specialist interfaces with numerous employees across the district at all levels of the organization. As a member of the Information Technology Department, the Data/Telecom Support Specialist engages with highly sensitive information and must maintain absolute integrity of systems and confidentiality of classified data. The incumbent does not have supervisory responsibilities.
Essential Job Functions:
- Conducts oneself in the best interest of students, in accordance with the highest traditions of public education and in support of the District’s mission.
- Receives and resolves tickets for phone repairs, mailbox lockouts, password resets and malfunction of general delivery mailbox.
- Creates, troubleshoots and deletes voicemail boxes as necessary.
- Changes phone lines, adds phone lines, changes caller IDs and switches service areas.
- Must have knowledge of District phone systems and use a high level of access to make changes and updates.
- Programs and troubleshoots auto attendant menus throughout the District.
- Must have the skills and ability to use programming software within District phone system.
- Responds to emergency or critical incidents in order to confine, resolve, and/or prevent disruption in time-sensitive District activities or to prevent hazardous conditions.
- Refers advanced problems to other members of the Data/Telecom team.
- Oversees and maintains the database of District telephone numbers.
- Oversees the preparation of District telephone directories ensures that information is provided accurately.
- Reconciles monthly invoice statements from telecommunication companies. Identifies problem areas and makes corrections.
- Prepares spreadsheets of invoices identifying each work site and the monthly telecommunication activity. Submits invoices to accounts payable for payment.
- Serves as a support role to Data Telecom Engineer and Data Telecom Technician.
- Maintains effective working relationships with other members of the Department as well as other school personnel and community members, including those from diverse cultures or backgrounds or those who speak limited or no English.
- Complies with all procedures outlined in the Code of Professional Conduct and Annual Notices for Education Practitioners, Teachers, Support Staff, Administrators, Substitutes Handbook; and all other Beaverton School District Policies and Procedures.
Required Qualifications:
- Must possess an Associate’s Degree or graduated from a technical trade school preferably in Computer/Technology Sciences or Information Systems.
- Must possess two years’ experience related to providing support in telecom, telecommunications, or a related field and be knowledgeable to support various software applications to large user groups
- In lieu of #1 and #2, must have high school diploma or GED and four years’ experience necessary to provide the required knowledge and abilities to perform the job related to providing support in telecom, telecommunications, or a related field and be knowledgeable to support various software applications to large user groups which demonstrates the following:
a. Must possess a general knowledge of industry standard computers, mobile devices and peripheral hardware.
b. Must understand common computer and mobile device platforms. Must have knowledge of and experience with troubleshooting of various computer and mobile device platforms.
c. Must possess a basic knowledge of computer networking.
d. Must be able to translate highly technical concepts to staff with limited technological understanding.
4. Must be able to communicate effectively, both orally and in writing. Must read, understand, and follow multi-step written and verbal instructions in English.
5. Must demonstrate strong customer service skills in communicating with different users in an efficient and effective manner.
6. Must have the ability to read and comprehend technical manuals to support the work required.
7. Must be able to independently prioritize work.
8. Must have accounting skills in order to organize data and reconcile invoices and billing.
9. Must be able to pass a criminal background check.
10. Must possess an Oregon or Washington Driver’s License.
Working Conditions:
The Data/Telecom Support Specialist works primarily within an office building. The work environment is often controlled and quiet, but the work environment will also frequently include moderate to loud noise. The Data/Telecom Support Specialist must be able to lift and move computer equipment, up to 20 lbs. without assistance, and the role requires regular focus on a computer screen.
The incumbent is required to sit, stand, have finger/hand dexterity for working on computers for extended periods of time. Standing, walking, bending, stooping, and kneeling will be required on occasion. The work environment may include exposure to unpleasant interior temperatures, dirt, wetness, and communicable diseases. Potential exposures include, but are not limited to: blood-borne pathogens; allergens; dirt; odors; dust; cold and hot temperatures; and unpredictable behavior from students.
Work Year: 260 Days
Bargaining Unit: OSEA
FLSA Status: Non-Exempt
Date Approved: February 14, 2019
Date Revised: December 31, 2018