Illinois Department of Innovation & Technology
Telecommunications Specialist
Illinois Department of Innovation & Technology, Springfield, Illinois, us, 62777
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/11869634
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 staffProvides 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.
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 staffProvides 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.