Technical Analyst I - Infrastructure

General Description

Skilled wiring installation and repair work for the County telecommunications system. An employee of this classification works as a member of a technical support team performing installation, repair, programming, and customer relations as they pertain to the County-owned telecommunications system. Provide technical support for end user computing equipment and software.

Essential Job Functions

• Provides field support to troubleshoot issues. Reports problems to the Telephone Company and/or vendors, if needed, and performs necessary follow up to bring problems to resolution.
• Performs telephone and related equipment adds, moves, changes and disconnects, relative to work order requests.
• Position will require troubleshooting from telephone to DMARC or PBX.
• Interfaces with departmental users to analyze, troubleshoot and resolve technical issues.
• Works with members of other support teams in the County to analyze/troubleshoot systems related to voice communications.
• Develops and maintains documentation. Keeps concise and accurate records for inventory and user management. Must be detail oriented.
• Keeps abreast of current technology. Follows established standards and makes suggestions for improvement.
• Provides status reports giving detailed descriptions of tasks and time devoted to each task.
• Requires ability to lift and/or move up to 50 LBS. and also push or pull heavy objects. Requires ability to go up and down ladders and through crawl spaces.
• Performs related work as required.

Knowledge, Skills and Abilities

• Knowledge of advanced telephone concepts.
• Knowledge of telephone wiring, and connections.
• Knowledge of telephone company interconnection.
• Knowledge of data circuitry, fiber optic cable, and test equipment.
• Ability to work from manuals and/or diagrams.
• Ability to locate faulty circuits.
• Ability to perform equipment moves, adds, and changes on County equipment.
• Ability to work from blueprints, cut sheets, or county work orders.
• Ability to support software and productivity applications including MS Office, MS Project, MS Outlook, Internet Explorer and select proprietary applications.
• Knowledge of 2 or more of the following: networking and operating system concepts, the operating characteristics, capabilities, and limitations of electronic computer equipment, Microsoft Windows platforms, Cisco networking products, Call Center, IVR and VOIP.
• Ability to present oral and written reports clearly and concisely.
• Ability to work independently as well as a team player.
• Ability to establish and maintain effective working relationships with other employees, officials, and the public.

Minimum Requirements

Physical Skills: Ability to lift and/or move up to 50 LBS. and also push or pull heavy objects. May use a handling device (dolly, cart, etc.) or work with another team member to lift and/or move excessively heavy objects. Ability to go up and down ladders and through crawl spaces. Ability to operate a keyboard. Ability to communicate effectively.

Education, Training and Experience: Graduation from an accredited college or university with an Associate degree in Computer Science, Management Information Systems or related field from an accredited college or university or junior college and two (2) years' experience in development and/or maintenance of system/network operations OR possession of a High School Diploma or possession of an acceptable equivalency diploma and four (4) years' experience in development and/or maintenance of system/network operations. Experience troubleshooting technical problems. Experience in a Microsoft and Cisco environment, as well as familiarity with Citrix, VPN, NEC, PBX, IVR and VOIP preferred.

License, Certifications or Registrations: Must possess a valid Florida driver's license. Active industry recognized communications/technical certifications may be considered in lieu of an Associate degree.

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