Telecommunications Specialist II

About the Role

Launch or expand your career with a stable, long-term state engagement in enterprise telecommunications. Working under general supervision, this position performs routine to journey-level telecommunications work supporting state agencies on the Capitol Complex Telephone System (CCTS). If you are detail-oriented, skilled in database tracking, and looking for multi-year contract stability, this role provides an ideal entry point into public sector IT infrastructure.

The Team You Will Be Joining

Serving as the central technology authority for the state, this agency sets statewide IT policies, manages cybersecurity infrastructure, and oversees digital government services. Additionally, it leverages collective purchasing power to negotiate master contracts, allowing state agencies, local governments, and educational entities to efficiently acquire technology products and services.

Responsibilities

• Serve as an agency liaison for assigned CCTS voice services, receiving and processing incoming client work orders.
• Assign Telephone Service Request (TSR) tracking numbers in the Net Plus database and communicate completion timelines to customer agencies.
• Process routine Move, Add, Change, and Disconnect (MACD) requests in Cisco enterprise telephony databases.
• Enter work order data, billing codes, and division code updates into the CTS Tele-Management system.
• Process add/disconnect requests and manage password resets within the CCTS voicemail database.
• Provide customer support, manage phone inquiries, and utilize standard office equipment (copiers, printers, fax).
• Assist in isolating basic technical issues and escalate complex issues according to agency procedures.

Requirements

• Database Experience: 2+ years entering, tracking, and maintaining customer accounts or work orders in databases.
• Experience with Cisco Call Manager Required
• Customer Service Experience: 1+ years in customer service or administrative office roles.
• Domain Knowledge: Understanding of office practices, administrative procedures, and basic telecom principles.

Skills

• Proficiency in database data entry and record accuracy.
• Basic problem-solving and MS Office skills.
• Ability to handle multi-line phone calls and prioritize daily assignments.
• Ability to follow technical instructions.

Pay

$30.00 / hour

Schedule

• Length of Engagement: 1 Year Contract (Long-term extension outlook funded through 4 years; Start Date: September 1st)
• Days/Hours: Monday – Friday, Standard Business Hours
• Location: Hybrid (On-site required in Downtown Austin, TX area — 78701)

Benefits

• Comprehensive medical, dental, and vision insurance coverage available from the first day of the month following 60 days of employment.
• Participation in a 403(b)-retirement plan.
• Priority placement for qualified applicants with chronic medical conditions and/or disabilities.
• Weekly payments through direct deposit.

All employment offers are contingent on the successful completion of a pre-employment criminal background check, in compliance with all applicable federal and state laws. Applicants must possess work authorization that does not require sponsorship for a visa now or in the future.