SANTA CLARA COUNTY OFFICE OF EDUCATION
Personnel Commission

CLASS TITLE: Telecommunications Analyst

DESCRIPTION OF BASIC FUNCTION AND RESPONSIBILITIES
To plan, design, configure, implement, evaluate, test, and debug data/voice telecommunications networks and systems to meet the needs of the Santa Clara County Office of Education This job class requires a specialized knowledge in telecommunications systems, data/voice communications, data networking, IP telephone, computer hardware and software systems, and skill in public relations, research and problem solving.

The Telecommunications Analyst is responsible for coordinating, configuring, installing, and maintaining the County Office’s data/voice telecommunications systems. Employees in this classification receive limited supervision within a general framework of standard policies and procedures. The incumbent is a journey level specialist, but is expected to be aware of and utilize internal and external expert technical resources.

The Telecommunications Analyst differs from the higher classification of Network Enterprise Engineer in that the latter classification performs work related to the support of the enterprise network systems requiring higher skill, responsibility, and expertise.

This classification differs from the Network Analyst/Network Technician (alternate class series) and Technology Support Specialist in that these classifications perform work related to the support of local and wide area network systems, and desktop computers, respectively, requiring lower skill, responsibility, and expertise.

• Plans, coordinates, installs, configures, and monitors telephone systems, communications/phone lines, modems, terminals, desktop computers and servers delivering and supporting peripherals and associated software

• Analyzes available facts, records, and other information; determines appropriate action; and resolves problems associated with communications networks in a timely manner

• Assists telecommunications and network equipment providers in network configurations and design to ensure optimal efficiency

• Prepares cost of data/voice telecommunication services including cellular services, recommends contractual charges, service providers, and cost control measures; reviews and analyzes invoices from various telecommunications vendors to compile data, generate report, and approve appropriate payment for product and services.

• Maintains database of telecommunications discounts such as the California Teleconnect and USAC Schools and Libraries Division E-Rate Discount Program; provides assistance to districts in participating in discount programs; generates invoices for services including training, completing and filing applications and providing supporting documentation

• Applies for California Teleconnect and USAC (ERATE) discounts for telecommunication services, Internet access and internal connections.

• Installs, configures, maintains and repairs telecommunications equipment and software, including wiring components, telephones, modems and fax machines; programs the telephone switch to accept additions, deletions, and changes

• Performs regular audits on all data and voice circuits to insure that vendors’ invoices are accurate. Performs regular audits to ensure that all possible discounts have been applied Provides technical support to users; receives and analyzes problems reported from telecommunications users; makes inquires regarding communications problems appropriate information and logs troubleshooting activities and problem resolution

• Performs diagnostic tests and analyzes symptoms to determine problem/malfunction source; contacts other technical support staff, vendors, and service providers as needed

• Authorizes and coordinates service calls, schedules appointments between service providers, vendors, and users requesting installation or experiencing problems/malfunctions; and verifies problem resolution with user

• Explains operational, installation, and maintenance procedures to users

• Manages user passwords and profiles in security system; conducts routine audits of security information and reviews system/application access

• Receives and evaluates service requests for telecommunications and networking installation service requests; reviews requests for accuracy; contacts users for clarification and discrepancies and assigns request to appropriate service group

• Maintains and operates diagnostic tools for preventative maintenance and problem identification

• Prepares documentation of network equipment placement, and maintains equipment inventory records.

• Informs technology management of technological changes occurring in the telecommunications industry as well as changes in service offerings and support levels

• Trains users in the proper use and operation of telecommunications equipment and telephone systems; prepares and updates user operation brochures and guides

• Maintains accurate records, logs and files related to assigned networking, and telecommunication activities, service orders, operations, and functions

• Prepares articles, newsletters, and informational brochures for users, and a variety of reports and correspondence related to assigned duties

• Prepares flow charts, presentations, and narrative reports

• Performs related duties as required.

Knowledge of:

• Data communications and network design

• State and Federal laws and regulations relating to telecommunications and data communications

• Information system terminology and telecommunications policies, procedures, and vendors

• Installation of data/voice communication networks, telephone systems, and related software and hardware

• Proper telephone etiquette and public relations skills

• Basic applications and capabilities of designated software, hardware, and operating systems for telecommunications and networking products

• Systems analysis and project management procedures

• Proper English usage, grammar, punctuation, and vocabulary

Ability to:

• Analyze, research, and solve problems

• Communicate effectively orally and in writing

• Apply specialized knowledge in telecommunications systems, data communications hardware and software systems successfully

• Remain abreast of technological changes in the telecommunications industry as well as to changes in service offerings and support levels

• Identify network-related problems through the performance of diagnostics, and determine appropriate action for resolution

• Establish and maintain logs, records, lists, fact sheets, and files regarding specialized transactions, procedures, and policies

• Prepare user guides and a variety of statistical and narrative reports

• Determine teleprocessing and telecommunications equipment, software programs, and materials to meet user requests

• Operate a variety of computer peripheral equipment including desktop and designated software

• Perform mathematic calculations accurately

• Plan, organize, and prioritize assigned tasks and functions efficiently in stressful situations

• Work various shifts with minimum supervision to meet user needs

• Coordinate and monitor teleprocessing and telecommunications networking activities with service providers/agencies

• Train users in the proper use and application of teleprocessing equipment, telecommunications, software, and systems applications

• Establish and maintain effective work relationships with those contacted in the performance of required duties.

• Possession of a valid Class 3 California driver’s license with a driving record which meets the insurance requirements of the County Office of Education.

• A certificate in Telecommunications Management is highly desirable.

Generally, any combination of education and experience that could likely provide the required knowledge and abilities would be qualifying. A typical method of demonstrating these requirements would be:

Education
Bachelor’s degree in computer science, information systems, telecommunications management, or a related field from an accredited college or university.

Experience
Three years of directly related experience in telecommunications administration, including design, implementation, and maintenance of teleprocessing and telecommunications system operations.

Acceptable Substitutions
Additional years of directly related experience may be substituted for the educational requirement on a year for year basis. There will be no substitutions for the required experience.

WORKING CONDITIONS: Duties are performed indoors. During the course of work, employees are exposed to viewing desktop computer terminals for long periods of time. The work environment involves frequent interruptions, fast-paced deadlines and multiple priorities. Incumbents may be required to work a flexible schedule including evening and weekend hours. Duties may require regular driving to program or school sites.

PHYSICAL DEMANDS: Must sit for long periods of time, walk to other offices, use hands and fingers to operate a telecommunications, networking, desktop computer and other equipment, reach with hands and arms, stoop or kneel or crouch to plug in power cords, see clearly to read and operate a desktop computer, speak clearly and distinctly to answer telephones and to provide information, hear and understand voices over the telephone and in person, and regularly lift, carry, or move objects weighing up 15 pounds. On occasion, will move and transport objects weighing up to 35 pounds.

BARGAINING UNIT: Office, Technical, and Business Services (OTBS) Unit

Approved by the Personnel Commission: March 26, 1998; Revised March 25, 2004; Revised July 28, 2005