Network Administrator/ Network Administrator (Telephony Support) - 163571

at  State of South Carolina

MINIMUM REQUIREMENTS

• A bachelor’s degree in information technology systems, computer science, or a related field and experience in information technology systems or a related area.
• Relevant experience may be substituted for the bachelor’s degree on a year-for-year basis.

ADDITIONAL REQUIREMENTS

• Knowledge of VoIP telephone services and call center/ACD design and operation.
• Skill in the operation of electronic voice/data communications equipment.
• Knowledge of the practices/procedures used to operate VoIP/multi-line/analog telephone systems.
• Knowledge of LAN wiring, communications protocols and hardware devices.
• Knowledge/ability to install, configure, manage, troubleshoot/repair data/voice cabling.
• Ability to use software/diagnostic tools to monitor, manage, troubleshoot and maintain phones/circuits/devices.
• Coordinate with service providers/customers; interpret/apply rules/regulations.
• Works under the general guidance and supervision of the Network Operations Center Manager.
• Employee has general discretion to use own good judgement in accordance with industry Best Practices documents and procedures.
• As a member of the information security incident response team (ISIRT), utilizes available network and software tools, DMV policies, processes and procedures to detect, identify, troubleshoot, isolate and correct data/equipment/network related security issues.
• Assists other ISIRT team members and responds to emails.
• ISIRT team members will ensure the CIO and ISO are informed of all actions performed or needed.
• Documents incident in the tracking log.
• Requires occasional overnight travel and extensive travel during business hours.
• Must be able to lift 50 lbs., use a ladder, climb, bend, stoop, pull cable and be proficient in the use of hand tools including specialized cable installation tools.
• Must possess a valid SC driver’s license,
• Must carry a state provided cell phone 24x7, respond to calls from management.
• Must Live within a 40 mile radius of DMV HQ.

• Complete Customer Service Requests (CSR) for Moves/Adds/Changes/Deletes for VoIP (Voice over IP) phones at the DMV headquarters. Submit CSRs to the Agency’s service provider. Monitor CSR due dates for completion. Verify completion of CSRs with requestors. Notify appropriate personnel of Moves/Adds/Changes via the phone or email.
• Updates helpdesk for phone number changes to be applied to Outlook address book. Also maintains phone number for State Government (SCADS) and other Telco’s phone books.
• Responsible for the operation, maintenance, troubleshooting and changes to the Agency ACD (Automatic Call Distribution) system. This includes submitting trouble tickets and production change requests to the Agency’s VoIP provider as well as problem escalation and verification of trouble resolution.
• Directly interface with Agency users and telco service providers to provide timely and effective resolution of customer issues related to telecommunications (POTS, analog, 1FB) in the DMV field offices using the DMV trouble ticket application. Issues include break/fix, move, add, change and delete.
• Maintain Agency’s remote management CPM (Console+Power Management) devices in the field offices. To include phone line maintenance, modem functionality, device maintenance, troubleshooting, upgrade and replacement.
• Install, configure, manage, troubleshoot and repair voice and data cabling, physical connection points and connectivity devices including local data and voice jacks, voice termination blocks, desktop phones, cellular devices and accessories.
• Maintain accurate documentation of voice/data circuits, physical/logical pathways, connection points and other hardware to include port configurations, data jack to switch port mappings, IP addresses, telephone numbers and circuit IDs.
• Other duties as required