Telecommunication Specialist
Job Details
Full Job Description
Job Description
Position Details:
Job Title:
Telecommunication Specialist
Location: Columbus, OH 43229
Duration: 12+ months (Strong possibility for an extension)
Job Description:
• The
Franklin Department of Job and Family Services (FCDJFS) is a county,
state and federally supported agency responsible for basic financial,
medical and social services programs.
• These programs are made
available to ensure that no one is forced to go without the basic
essentials of food, clothing, shelter, medical care and necessary life
sustaining services because of a lack of resources. FCDJFS ensures
that many eligible children and adults receive assistance each month
through in-house or contracted services.
• FCDJFS operates a
call center M-F from 7:30 AM – 5:30 PM that handles 500,000+ calls
annually. The Telecommunications Specialist will work closely with IT
staff, project managers, vendors, and call center operations to
provided dedicated support.
Team Environment of
26:
• Service Desk, Project Management, Network
Operations, Identity Management, Enterprise Document Management,
Application Development & Reporting
Overall
Technical Environment Summary:
• Mitel Contact Center
8.1.1, Ignite, YourSite, CCMWeb, ACD, 3300 MXE Controllers, Windows
Server 2012, SQLS Server 2008R2/2012, VOIP, Windows 7, Active
Directory, SysAid Incident Management, PRI Circuits,
• #1 Priority - Ability to work in a team
environment and a passion to exceed customer expectations.
•
Bachelor’s degree in business administration, computers, or related
field highly preferred.
• 6+ months experience supporting an
enterprise telecommunications environment.
• 6+ months
experience with contact center (preferably Mitel) and collaboration
technologies including call routing, IVR, workforce management, video
conferencing, Audio / Web conferencing, etc.
• Strong IT
skills
Duties and Responsibilities:
• Perform Enterprise PBX/Call center administration,
daily monitoring, problem identification and troubleshooting.
•
Perform MACs (Moves, Adds, and Changes) on the Mitel systems, as well
as ACD reporting, voicemail, recorded announcement systems.
•
Provide training to team members, customers, and end-users on feature
use.
• Install and troubleshoot VOIP phones, and all desktop
installed software (Mitel Contact Center, Ignite, YourSite, CCMWeb)
• Provide timely reports to customers and management.
•
Analyze telecommunications hardware and software processes for
efficiency and needs
• Continued analysis of telecommunications
technology for current appropriateness
• Documentation of all
new processes and procedures and standardization
• Coordinate
upgrade of features
• Responsible for following, supporting, and
enforcing all internal control processes and procedures
•
Document all service requests utilizing tracking software
Additional Information
All your information will be kept confidential according to EEO guidelines.
Telecommunication Specialist
vTech Solution
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