State Voice Support Specialist

State of Utah

Full Job Description
Job Description
Are you all about providing the highest level of technical assistance possible to internal customers? Do you thrive working in a team environment? Then The Division of Technology Services (DTS) has a great position for you!

Preference may be given to those who have training/certifications related to telecommunications, networking and VOIP. Background working on Avaya and Cisco Voice platforms a plus, but not required. If hired, applicant may be required to take Cisco training.

The ideal candidate will be able to:
Ensure that support and service request calls and problems are logged, tracked, and escalated as appropriate prescribed within Service Level Agreements (SLA) using our Service Now Incident Management System.

Work the hours 8:30 am to 5:00 pm Monday thru Friday.

Why join our team?
We host a variety of applications offering a challenging work environment and opportunity to work with the newest technology The State of Utah has acquired. Come work in a fast-paced ever changing technology environment. This is an opportunity to make a difference in the technology field, along with the satisfaction of helping the agency you serve. You will receive great health and retirement benefits, such as, generous paid time off so you can spend more time with your family and have a positive work life balance. Click here to view a summary of all the benefits we offer.

The Agency:
To learn more about The Department of Technology Services check us out Click here. The State’s environment is a highly optimized blend of systems responsible for collecting, processing, and distributing millions of data elements every day. Our systems range from a high volume mainframe backend, through a broad set of web based customer facing applications.

Example of Duties
Primary Duties:
Incident management

Acknowledge and take ownership of incidents or assign as appropriate.
Verify accuracy of information reported: i.e., Correct Priority, phone number, site location, customer site contact/number, ETC.
Maintain incident workload, and addressing items in a timely manner.
Ensure incidents stay on incident priority resolution target schedules.
Assignment of tickets to appropriate internal teams or creating tickets with outside equipment vendors or service providers.
Maintain communication w/all customer contacts and vendors to facilitate problem resolution.
Provide periodic ticket status to customer as needed.
Update ticket with pertinent info and work being done to resolve issue.
Coordinate vendor meetings on site as needed to facilitate problem resolution. Work directly with service providers (Lumen, Independent telcos such as Strata Telecom and Manti Telecom, Americom, DTS service technicians, etc.).
Basic troubleshooting of phone related issues which could include and are not limited to desktop settings, network connectivity, and hardware testing.
Programming Moves, Adds and Changes (MAC Work) on Cisco phone
systems (Call Manager)Station and softphone provisioning, cover paths, coverage answer, cover groups and pickup groups.
Device Pool, Partition, Calling Search Space, Route Patterns, Hunt Pilots, ETC.
Basic Troubleshooting of issues with IP phones, and IP soft phone (Cisco Jabber).
Trunks and trunk groups (POTS, ISDN PRI, and SIP).
Voicemail subscriber administration.

Typical Qualifications

1-2 years related technical work experience. Telecom experience or experience supporting phone systems of any kind (Candidates with Cisco Call Manager experience will be given preference)
Knowledge on supporting and troubleshooting PC applications
Possess and exhibits a strong understanding of service delivery concepts and practices as well as quality assurance processes
Possess strong and effective written and oral communication skills
Ability to communicate information to technical and non-technical individuals or groups effectively
Ability to execute multiple tasks efficiently and effectively
Ability to work effectively in a team environment
Demonstrated flexibility, organization and self-motivation

Supplemental Information

Employment contingent on passing a drug screening and a background check.
Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc.
Typically, the employee may sit comfortably to perform the work; however, there may be some walking; standing; bending; carrying light items; driving an automobile, etc. Special physical demands are not required to perform the work.

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