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DISTINGUISHING FEATURES OF THE CLASS
The work involves responsibility for coordinating work in the installation, alteration, maintenance and repair of telephone/VoIP, fax and multifunctional devices including interfaces to other systems. An employee in this class is allowed considerable latitude in determining methods of work procedures. General supervision is received from an administrative supervisor in the communications area. Supervision is not typically a function of the position. Does related work as required.
TYPICAL WORK ACTIVITIES
Investigates and evaluates all requests for repair, installation or moves of telephone/VoIP, fax and multifunctional devices.
Assures and verifies that moves, additions, changes, and repairs are reflected in all tracking systems.
Coordinates and submits updates and changes to the VoIP telephone directory.
Administers and trains users on telephone/VoIP, fax and multifunctional devices.
Activates, adds and deletes telephone line features via VoIP software program.
Reviews service management cases and provides level one support including routing to appropriate vendor when applicable.
Resolves complaints regarding problems with telephone service and associated equipment.
Refers diagnosed problems to supervisor for approval in the repair or replacement of equipment.
FULL PERFORMANCE KNOWLEDGE SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Thorough understanding of problem diagnostics as it relates to digital hardware and systems.
Good knowledge of digital communication systems.
Ability to communicate and work well with user departments and vendors.
Ability to read and interpret directions, specifications and diagrams.
Ability to learn new systems, tools and processes.
A. Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents with a Bachelorís degree in Information Technology or Computer Science or a closely related field and one (1) year of work experience, or its part time equivalent in the repair and maintenance of microcomputer systems; or,
B. Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents with an Associate's degree in Information Technology or Computer Science or a closely related field and three (3) year of work experience, or its part time equivalent in the repair and maintenance of microcomputer systems; or,
C. Completion of a course in technical computer repair from a recognized technical business or training school and four (4) years of work experience, or its part time equivalent, in the repair and maintenance of microcomputer systems.