IT Telephony Network Analyst

The IT Telephony Analyst - role will help with the design and maintenance of the countywide unified communication system including:

• Will assist with the planning, developing, configuration and implementation of the new Telephony System.
• This role will be working closely with the Senior Telephony Analyst and Senior Network Administrator to test, monitor and develop the new telecommunications software and protocols.
• The IT Telephony Analyst will provide guidance to IT staff and County employees concerning telephony tasks, issues and coordinate the telephony equipment moves and installations.
• This position will assist with the deployment of the telephony hardware to County locations – there are 29 locations.
• The role will also develop, prepare, and provide training on telephony hardware, software, and best practices to end users.
• Helping to document the deployment and operational procedures related to telephony infrastructure will be an essential function of this role.

DESIRABLE EXPERIENCE: 

• Paid work experience supporting a telephony system for an organization of more than 1000 users in multiple locations
• Paid work experience implementing and maintaining VOIP/Telecom for more than 1000 users/devices
• Paid work experience supporting VOIP, including end users and devices, softphones, hunt groups and calling trees
• Paid work experience using any of the following technologies: Call recording, Softphones, Automatic Call Distribution (ACD), telephony metrics and reporting
• Paid experience in collaborating and communicating with diverse end users to provide technical support

HOURS/DAYS: On-Site - 8:00am to 4:30pm - Monday through Friday. Occasional overtime/after-hours/weekends as needed for maintenance and projects. Some travel will be involved.  Work schedules (hours and days) and location are subject to change based on department needs. 

SELECTION TECHNIQUE: Your training and experience will be rated based on the required application material submitted and the top scoring candidates will be forwarded to the hiring department for further consideration.

ANTICIPTATED HIRING RATE: $34.94 - $47.67 Hourly

E-Verify Participation: Washington County participates in the federal E-Verify program. This means that Washington County will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. If the Government cannot confirm that you are authorized to work, Washington County is required to give you written instructions and an opportunity to contact DHS and/or the SSA before taking adverse action against you, including terminating your employment. Employers may not use E-Verify to pre-screen job applicants and may not limit or influence the choice of documents you present for use on the Form I-9.
E- Verify Participation Poster  
Right to work Poster  The IT Communications Network Analyst operates monitors and maintains communications network facilities, evaluates, installs and tests network components and services and resolves user network issues or network malfunctions.

MINIMUM QUALIFICATIONS: This position requires a Bachelor's degree in Information Technology or related field and four (4) years of experience installing, operating or maintaining communications network/telecom hardware or software; OR, an Associate degree in Information Technology or related field and six (6) years of experience installing, operating or maintaining communications network/telecom hardware or software; OR, an equivalent combination of education and job-related work experience that totals eight (8) years of experience installing, operating or maintaining communications network/telecom hardware or software.

CORE COMPETENCIES, JOB SPECIFIC KNOWLEDGE, SKILLS AND ABILITIES REQUIRED FOR SUCCESSFUL JOB PERFORMANCE

Core Competencies outline essential business and professional traits necessary to perform this job.
• Support and prioritize a welcoming and respectful workplace that fosters diversity and encourages contributions from all individuals;
• Provide inclusive and equitable service to all members of the community with dignity and respect;
• Demonstrate support for the County’s diversity, equity and inclusion program;
• Demonstrates knowledge of the principles, operation and capabilities of current high speed communications network/telecom hardware, software and protocols;
• Demonstrates knowledge of the principles of communication system operation, maintenance, monitoring and control;
• Demonstrates skill in installing and configuring of switches, routers, firewalls and telecom appliances;
• Demonstrates skill in analyzing and solving communications network/telecom problems;
• Demonstrates ability to communicate effectively verbally and in writing; and
• Demonstrates understanding of network security.

Provide network communications support:
• Operate communications network facilities (links, routing and switching systems), network monitoring and control facilities;
• Monitor and implement network use and security protocols;
• Administer networks (LAN, WAN, Wireless networks);
• Analyze, monitor and troubleshoot network systems;
• Resolve network malfunctions;
• Maintain network infrastructure, hardware, software, services and configurations;
• Install and test network components and services;
• Evaluate new hardware and software for completeness and compatibility with existing systems;
• Create and maintain required network hardware and software installation and maintenance documentation;
• Manage remote access (VPN, Citrix, Cell Phone Air cards);
• Monitor data center and data closet mechanical equipment (UPS, HVAC/CRAC units, Fire Suppression systems);
• Maintain High Availability system;
• Maintain network support standards, guidelines and procedures;
• Perform scheduled backups for network appliances;
• Perform technology needs analysis;
• Oversee hardware procurement, asset tracking, management and disposal of all network appliances;
• Conduct annual inventory;

Provide support for telecommunications equipment.
• Administer host system for telephony appliances;
• Maintain voice mail trees and ACD groups;
• Support TDM and VoIP telephony platforms;
• Support adds, moves, and changes of call features and voice mail boxes;
• Manage support of mobile devices;
• Monitor systems using trend analysis and capacity planning;
• Establish and monitor critical check points,
• Provide thresholds and criteria for management exception reporting;
• Perform scheduled backups for telecom appliances;
• Perform technology needs analysis;
• Oversee hardware procurement, asset tracking, management and disposal of all network appliances;
• Conduct annual inventory; and

Perform other duties as assigned.

WORK ENVIRONMENT

The work will involve remaining in a stationary position for extended periods of time, although the incumbent will need to move about inside the office to access files or equipment from time to time, and may occasionally need to travel to other sites to perform work or interact with other professionals. The ability to operate and interact with computers or other office equipment, via keyboard, mouse, touch screen, or other Human Interface Device (HID) is required. The incumbent will be exposed to noise and a regular flow of people around an office environment, assigned to changing priorities and occasionally required to work outside of typical business hours to meet project deadlines, or be available on an on-call basis for special projects or to provide support.  The incumbent may occasionally need to move or transport moderately heavy objects, such as computer equipment and peripheral, unbox, install, inspect, troubleshoot and repair computer equipment, position themselves to inspect and maintain computer equipment under desks, beneath raised flooring, above suspended ceiling, in data closets, cabling channels/trees, or equipment racks.
Additional physical/mental requirements that occur may not be listed above, but are inherent in performing the position's essential functions.

This job description is intended to describe the kinds of tasks and level of work difficulty being performed by people assigned to this classification. The list of responsibilities is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The County retains the discretion to add or change the contents of this job description at any time. 

Salary : $35 - $48