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Classification Description

Employees Human Resources - Classification Compensation

Classification Description

This is a description of a staff position at the University of Wyoming, not a job opening announcement. Current job openings can be found at the Prospective Employees page. The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities required.

Telecommunications Service Representative, Senior

Reports to: Designated Supervisor

UW Job Code: 5268

UW Job Family: 51

SOC Code: 15-1041

Pay Grade: 20

Date: July 01, 2008

Job Purpose:

Provide service to faculty, staff, and students in all telecommunication areas; process all work orders for the data, video, and telephone network, and billing system; analyze system differences and provide expertise and problem resolution; design and implement reconciliation reports; act as the lead technician; provide customer training as needed.

Minimum Qualifications


Associate's Degree


2 years work-related experience

Knowledge, Skills, and Abilities

Knowledge of:

  • Telecommunications systems software and hardware, for voice and data communications.
  • Operating principles of telecommunications systems.
  • Network systems.
  • Database structures and design.
  • Telecommunications system programming applications.
  • Microsoft computer applications.
  • Work processes, work volume and traffic characteristics of telecommunication networks.
  • Communications equipment capabilities and limitations.

Skills and Abilities to:

  • Communicate technical information effectively, both orally and in writing.
  • Diagnose, analyze and resolve data/voice system or equipment problems.
  • Test and modify data system/equipment.
  • Make administrative/procedural decisions and judgments.
  • Utilize basic programming for telecommunications telemanagement (TMS) system.
  • Manage and maintain a relational database for system reconciliation.
  • Evaluate system configuration performance.
  • Modify and maintain database applications.
  • Develop and provide customer training.
  • Assist customers and coworkers on various telecommunication services, and offer appropriate solutions when necessary.
  • Investigate and analyze information and draw conclusions.
  • Foster a cooperative work environment.
  • Develop, plan, and implement short- and long-term goals.

Characteristic Duties and Responsibilities

Essential Functions:

Accept, analyze, and process complicated work orders to establish or modify data, network, and telephone services; train and functionally supervise work assistants.

Investigate system differences, research solutions, and provide expertise and problem resolution to customers; troubleshoot, identify and execute corrective action of malfunctions; dispatch technicians when deemed necessary.

Design, create and implement reconciliation reports and audits of the telecommunication systems to maintain records and databases; update and maintain critical database systems including domain servers, telephone switching systems, internet protocol and Ethernet databases.

Perform programming for voice features in the switch; assist in evaluating system configuration performance; recommend standards.

Supplemental Functions:

Act as project lead on designated tasks.

Reconcile end of the month reports for billing, to ensure accuracy of charges generated from monthly work orders.

Provide user training for telephone and voice mail services.

Respond to billing questions and procedures, as well as other telephone service questions.

Working Conditions:

Standard working environment; no major sources of discomfort. Continual use of terminal displays; occasional exposure to mechanical parts or electrical shock.

Distinguishing Features:

Telecommunications Service Representative provides billing support for student and employee telecommunication services. Markets services to clients and processes basic services request for moves/adds/changes. Reconciles reports, as assigned.

Telecommunications Service Representative, Senior processes complex service requests for moves/adds/changes. Designs, implements and oversees database projects, acts as lead technician at helpdesk, and provides training to campus customers on offered services.

Authorized by Classification/Compensation, Human Resources

Employees may be requested to perform job-related tasks other than those specifically presented in this description. Participating in the University's hazardous waste minimization program is part of the job of each employee who uses (or may come in contact with) hazardous materials. Fair Labor Standards Act (exempt/non-exempt) is designated by position. University of Wyoming actively supports Americans with Disabilities Act and will consider reasonable accommodations.

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