What are the responsibilities and job description for the Voice Services Specialist - Level II position at BLaST Intermediate Unit #17?
BASIC FUNCTIONS :
The Voice Services Specialist - Level II role involves professional level support and maintenance of voice communication systems within the organization. This position requires advanced design, troubleshooting, and resolution of technical issues related to voice services, as well as providing specialized assistance to end-users for their voice-related inquiries and
requests. Working in conjunction with the IT team, the specialist plays a pivotal role in
implementing and managing new voice technologies and drafting procedures and best
practices.
ESSENTIAL JOB FUNCTIONS :
- Support and maintain voice communication systems in K-12 school environments, ensuring their reliable operation and optimal performance.
- Resolve technical issues related to voice services promptly and effectively, both independently and collaboratively with the IT team, to mitigate disruptions in communication for school staff and faculty.
- Provide specialized assistance to end-users in resolving voice-related inquiries, offering precise and clear instructions to address complex technical problems and escalate when necessary.
- Travel to customer sites to provide pre and post-sales customer service and technical support
- Collaborate with vendors, service providers, and internal teams to ensure effective management and implementation of voice-related projects, such as system upgrades, migrations, and expansions, aligning with the unique requirements of K-12 school environments.
- Conduct systematic system monitoring, maintenance, and performance testing to identify potential issues and proactively address them to minimize downtime and enhance voice services.
- Prepare comprehensive technical documentation of voice system configurations, procedures, and best practices that serve as a reference for both technical and non-technical staff members.
- Provide advanced training and support to end-users on the correct use of voice communication systems, including voicemail, call routing, conferencing, and other related features, promoting effective and efficient communication across the school community.
- Stay updated about emerging voice technologies, industry trends, and regulatory requirements relevant to K-12 school environments, and recommend improvements or enhancements to voice services to meet evolving needs.
- Maintain a valid driver's license and access to a reliable vehicle for scheduled and unscheduled travel. Perform any additional duties as required.
KNOWLEDGE, SKILLS, AND ABILITIES :
QUALIFICATIONS (Minimum) :
Associate Degree in related technologies, or Three (3) years experience in VoIP Communications / Computer Networking. Advanced knowledge of phone systems, network cabling, cloud-based technologies, and local area networks is required. In addition, the candidate must possess Associate Level Industry Standard Certification(s) in Voice Over IP (Grandstream Certified Associate / Cisco Certified Voice Associate). Other equivalent combinations of training, experience, and education will be considered.
WORKING CONDITIONS :
The nature of this work requires frequent lifting (up to 60 pounds) and is often physically demanding. Duties include a wide range of lifting, carrying, handling, and other physical demands. The work is performed primarily in classrooms or office / laboratory environments with occasional exposure to the elements and working in awkward positions. Travel to IU locations and customer sites is required, including traveling outside of BLaST IU17's region and overnight stays at the expense of the employer per policy.
