"Telecommunications Technician II"

JOB GOAL:

To advance the college’s mission, vision, principles, values and strategic initiatives through continuous improvement decisions.

GENERAL JOB SUMMARY:

The Telecommunications Technician II will review, analyze, evaluate and maintain the organization's telecommunications systems. Design, develop, and test telecommunications software solutions. The technician will provide customer training in telecommunications features and functionality. Must be familiar with a variety of the field's concepts, practices, and procedures. Will rely on experience and judgment to plan and accomplish goals.

The typical work schedule will be Monday through Friday from 7:30/8 am to 4:30/5 pm.

UNIVERSAL CORE COMPETENCIES:

• Advocate for Continual Improvement- empowering each other to identify opportunities for excellence.
• Collaborate with Mutual Accountability- working together with a willingness to take ownership and account for our actions.
• Champion Service- anticipating needs and create a welcoming, diverse, and inclusive environment.
• Perseverance- commitment to excellence even in the face of adversity or delay in achieving success.
• Lead- regardless of title, through positive influence.

DUTIES/RESPONSIBILITIES:

• Design, develop, test and implement creative solutions for college telephony challenges
• Continually assess current system attributes and future needs and strategically design road map
• Serve as upper-tier support for all Zoom-related resources
• Provide support to call centers and groups using Zoom Contact Center and/or call queues
• Program and perform move, adds, and changes on telephone systems
• Manage and maintain current end-user telephony related equipment
• Meet consistently with staff/faculty to coordinate department specific telepresence needs
• Provide and support telephony-based solutions for Fax/Emergency Services/Fire Alarm panels
• Consult with and train end users on features that serve our customers best
• Document processes and procedures for unified responsibility coverage
• Perform other related work duties as assigned

PERFORMANCE EXPECTATIONS:

• Positive customer interaction, continuous pragmatic approach, and tolerance for ambiguity.
• Familiarity with PBX related equipment, applications, and administration.
• Experience with Zoom Administration, including Zoom Contact Center, Zoom Phone, Zoom Meetings, Webinars, Zoom Rooms and other Zoom related technology.
• Good base knowledge and language of data (Layer 1 & 2) equipment, experience a plus.
• Solid base of experience with enterprise communications cable plant topology ideals.
• Familiarity and experience with Telco Vendor ticketing and troubleshooting processes.
• Enjoy diverse customer base and variation in requirements/demands.
• Welcome, value, and nurture people of all backgrounds, perspectives, and experiences, as well as support and promote an environment that accepts differences.

The statements contained herein reflect general details as necessary to describe the essential job duties/responsibilities and performance expectations of the job, which should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned.

PHYSICAL ACTIVITIES WITH/WITHOUT REASONABLE ACCOMMODATION:

Position involves working in an office setting. Occasional (10-33%) standing, pushing, pulling, lifting and grasping. Frequent (34-66%) reaching and viewing a computer and other types of close visual work, travel to on- and off-campus facilities with vehicle supplied by Kirkwood, Constant (67-100%) sitting, walking, repetitive motion, talking and hearing.

MINIMUM QUALIFICATIONS:

• Five years of experience in the field of end-user technical support
• Three years of experience with Zoom Administration

PREFERRED QUALIFICATIONS, LICENSES, CERTIFICATIONS, OR REGISTRATIONS:

• Demonstrated success in working collaboratively
• Ability to work independently and as a member of a team
• Experience working with major PBX Brands, especially regarding Zoom/Avaya
• Strength in written technical documentation a plus

EEO/AA STATEMENT: It is the policy of Kirkwood Community College not to discriminate in its programs, activities, or employment on the basis of race, color, national origin, sex, disability, age, sexual orientation, gender identity, creed, religion, and actual or potential family, parental or marital status. If you have questions or complaints related to compliance with this policy, please contact the Vice President, Human Resources and Institutional Effectiveness (employees) or the Vice President of Student Services (students), 6301 Kirkwood Blvd. SW, Cedar Rapids, IA 52404, 319-398-5572, equity@kirkwood.edu, or the Director of the Office for Civil Rights, U.S. Department of Education, Cesar E. Chavez Memorial Building, 1244 Speer Boulevard, Suite 310, Denver, CO 80204-3582, Telephone: 303-844-5695, FAX: 303-844-4303, TDD 800-877-8339, Email: OCR.Denver@ed.gov.