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Classification Description|Employees Human Resources - Classification Compensation

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Classification Compensation
Mark Bercheni, Manager
Campus: 139 Wyoming Hall
Mail: Dept 3422
1000 E University Ave
Laramie, WY 82071-2000
Phone: 307.766.5606
Fax: 307.766.5607
Email: c-comp@uwyo.edu
Office Hours
Regular: 8:00am - 5:00pm
Summer: 7:30am - 4:30pm
Monday - Friday

This is a description of a staff position at the University of Wyoming not a job opening announcement. Look for current job openings at the following link: http://www.uwyo.edu/hr/hremployment/listjobs.html. 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, duties and skills required of personnel so classified.

Telecommunications Service Representative

Reports to: Designated Supervisor

UW Job Code: 5233

UW Job Family: 51

SOC Code: 15-1041

Pay Grade: 18

Date: July 01, 2008

Job Purpose:

Under limited supervision, accept and process complicated work orders for data network, video network, telephone network and billing system; analyze system requirements and troubleshoot problems; develop and maintain records/ databases; prepare system documentation; provide system information regarding computer, network and telephone equipment and services; and provide training.

Minimum Qualifications

Education:

Associate Degree

Experience:

1 year work-related experience

Knowledge, Skills, and Abilities

Knowledge of:

  • Data/voice communication systems and equipment.
  • Network systems.
  • Database and basic telecommunications system programming applications.

Skills and Abilities to:

  • Effective communication and customer service skills.
  • Diagnose, analyze and resolve data/voice system or equipment problems.
  • Test and modify data system/equipment.
  • Make decision when to dispatch technician.
  • Basic programming for telecommunications telemanagement (TMS) system such as add/change voice features.
  • Reconcile Northern Telecom PBX to the TMS by updating TMS through printout and database comparisons.
  • Evaluate system configuration performance.
  • Translate technical information into user-friendly program documentation.
  • Modify and maintain database applications.
  • Develop and provide customer training.
  • Provide information to customers on applicable equipment and billing services.

Characteristc Duties and Responsibilities

Essential Functions:

Accept, analyze, offer solutions, and process complicated work orders to establish or modify data, network, and telephone services; train and functionally supervise work assistants who assist with this function.

Respond to system inquiries, research solutions, and provide answers independently to system users.

Troubleshoot, identify and execute corrective action of malfunctions including use of multiple technical databases; dispatch technicians when deemed necessary.

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

Update and maintain critical database systems including domain servers, telephone switching systems, internet protocol and Ethernet databases.

Supplemental Functions:

Coordinate student sign-up for data and voice services.

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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