The manager’s intent is for this to be a contract to hire position. Only submit candidates that are willing and able to work as a W2 employee without sponsorship. Contract period is expected to be 3-6 months before FTE.
Job Title: Service Desk Analyst 2 / SDA2
Interview: Onsite interview required. Do not submit candidates that cannot interview onsite. Local candidates will be given preference.
Will close to submissions: Friday 3/17/2017 at 10:00am EST
Franklin County Department of Job & Family Services
1721 Northland Park Ave.
Columbus, Ohio 43229
FCJFS POSITION TITLE: Telecommunication Specialist
DEPARTMENT: Department of Information Technology & Project Management Office
The Franklin Department of Job and Family Services (FCDJFS) is a county, state and federally supported agency responsible for basic financial, medical and social services programs.
These programs are made available to ensure that no one is forced to go without the basic essentials of food, clothing, shelter, medical care and necessary life sustaining services because of a lack of resources. FCDJFS ensures that many eligible children and adults receive assistance each month through in-house or contracted services.
FCDJFS operates a call center M-F from 7:30 AM – 5:30 PM that handles 500,000+ calls annually. The Telecommunications Specialist will work closely with IT staff, project managers, vendors, and call center operations to provided dedicated support.
Team Environment of 26:
Service Desk, Project Management, Network Operations, Identity Management, Enterprise Document Management, Application Development & Reporting
Overall Technical Environment Summary:
Mitel Contact Center 8.1.1, Ignite, YourSite, CCMWeb, ACD, 3300 MXE Controllers, Windows Server 2012, SQLS Server 2008R2/2012, VOIP, Windows 7, Active Directory, SysAid Incident Management, PRI Circuits,
Required Experience:
• #1 Priority - Ability to work in a team environment and a passion to exceed customer expectations.
• Bachelor’s degree in business administration, computers, or related field highly preferred.
• 6+ months experience supporting an enterprise telecommunications environment.
• 6+ months experience with contact center (preferably Mitel) and collaboration technologies including call routing, IVR, workforce management, video conferencing, Audio / Web conferencing, etc.
• Knowledge of voice technology, IP-based solutions, voice networking, and troubleshooting/problem resolution required.
• Strong IT skills
Duties and Responsibilities:
a. Perform Enterprise PBX/Call center administration, daily monitoring, problem identification and troubleshooting.
b. Perform MACs (Moves, Adds, and Changes) on the Mitel systems, as well as ACD reporting, voicemail, recorded announcement systems.
c. Provide training to team members, customers, and end-users on feature use.
d. Install and troubleshoot VOIP phones, and all desktop installed software (Mitel Contact Center, Ignite, YourSite, CCMWeb)
e. Provide timely reports to customers and management.
f. Analyze telecommunications hardware and software processes for efficiency and needs
g. Continued analysis of telecommunications technology for current appropriateness
h. Documentation of all new processes and procedures and standardization
i. Coordinate upgrade of features
j. Responsible for following, supporting, and enforcing all internal control processes and procedures
k. Document all service requests utilizing tracking software
