County of Alameda

DESCRIPTION

Under general direction, provides basic technical support including work order response, telephone service requests, and project assistance; and performs related duties as required.

DISTINGUISHING FEATURES

The Telecommunications Services Coordinator I is an entry level position located in the General Services Agency’s Communications Department and works under the direction of the Manager, Telephone Systems Division. The Telecommunications Services Coordinator I performs support duties to relieve the Telecommunications Services Coordinator II and Telecommunications Systems Analyst of routine tasks related to the processing of telephone service documents, the maintenance of data files, and performance of routine technical requests. The Telecommunications Services Coordinator I is distinguished from the Telecommunications Services Coordinator II in that the latter are journey level positions, has responsibility for completing assigned projects and telephone service requests and carries out more complex and varied assignments.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Confer with departments on routine voice mail and telephone service changes; assist departments in preparing Telephone Service Requests; provide costs and/or ordering information.
2. Perform routine telephone system administration to add, modify and delete features on telephone lines and telephone sets; modify names database, restrictions and class of service; call pick-up group, coverage groups and other system groups.
3. Perform voice mail systems changes to add, delete and modify mailboxes, create mailbox trees and automated attendant, change names, pass codes, create application-specific mailboxes; run system reports.
4. Provide assistance in reviewing and processing telephone services request; confer with departments to verify information for cost allocation; clarify information for data input.
5. Assist departmental staff with completion of and installation of vendor orders; obtain cost information, installation dates, and expedite orders; follow up with vendors to track the status of orders and to verify completion dates and final changes.
6. Monitor the telephone management system, maintain the database, update master files for department numbers, employee names and extension assignments, add new locations, new telephone extension ranges and new trunk facilities; perform diagnostics, resolve system problems with the vendor. Design queries and generate reports as needed.
7. Research and collect data to assist with telephone system projects; create cable spreadsheets from blue prints and floor plans, create telephone system station review documents, assist in developing telephone and voice mail requirements from station review documents completed by the customer.
8. Assist in solving various telecommunications problems related to delivery of equipment and service, incorrect merchandise, inadequate service, damaged equipment and incomplete orders.
9. Assist with telephone billing activity, review local and long distance telephone bills for irregularity in service and usage charges, prepare cost allocation worksheets for data input, compare new charges with costs quoted by vendor.
10. Assist with the preparation of contracts and term agreements, obtain service and product information from vendors and cost proposals; research, collect and compile data.

MINIMUM QUALIFICATIONS

Either I
Experience:

The equivalent of two years full-time experience in the class of Specialist Clerk, or in an equivalent or higher level position, that provides support for telecommunications or information systems functions within a department or agency of the Alameda County classified service. (Non-classified includes District Attorney’s Office, Hospital Authority and the Consolidated Courts.). Technical experience must be within the last 5 years.

Or II
Experience:

The equivalent of two years of full-time experience in the field of telecommunications with at least one year of experience in telephone or voice mail system administration or coordination of requests for telephone services and equipment. Experience must be within the past 5 years.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

Knowledge of:

• Basic understanding of modern telephone sets and voice mail.
• Basic personal computer applications, including spreadsheets,
databases and word processing.
• Basic telecommunications terminology.
• Basic arithmetic calculations.

Ability to:

• Learn to read simple telecommunications blueprints.
• Analyze problems and solutions.
• Plan, organize and coordinate work.
• Gather and interpret data and draw conclusions.
• Learn a wide variety of telephone equipment and services.
• Research and prepare simple written summary of findings.
• Communicate clearly and concisely with tact and diplomacy to
non-technical personnel and technical staff.
• Read and comprehend general and technical information.
• Follow written and oral instructions of a technical nature.
• Communicate effectively in writing.
• Communicate effectively orally.

CLASS SPEC HISTORY

JC:pf 3/25/02
Newspecs: 9284.doc
CSC Date: 5/8/02

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Well-Being

• Medical – HMO & PPO Plans
• Dental – HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage for eligible employees) 
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Catastrophic Sick Leave
• Group Auto/Home Insurance
• Pet Insurance
• Commuter Benefits Program
• Guaranteed Ride Home
• Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
• Employee Discount Program (e.g. theme parks, cell phone, etc.)
• Child Care Resources
• 1^st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.