Job description

Job description

COMPANY PROFILE

DOTComm provides technical support and consulting to over 70 governmental entities in the Omaha and Douglas County area. Over 5,000 dedicated government workers spread across 120 locations rely on our services every day.

With a 24/7 service center and service offerings across all IT disciplines, we are a unique blend of talented individuals who are continually striving to better serve our clients through actively living our Mission, Vision, and Values.

POSITION SUMMARY
Position is responsible for design, implementation, maintenance, administration and documentation of VoIP infrastructure and telephone system. Participate in both remote and onsite technical support for telecommunication systems including hardware, software and connectivity. Coordinate and assist with client education related to telecommunication systems. Also shares responsibility for maintenance and administration of an organization’s local and wide area network - wired and wireless computing network, Internet system or a segment of a network system.

ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

● Provide support on VoIP and legacy phone systems within the enterprise to include installation, configuration, maintenance, break/fix and moves, adds, changes.
● Troubleshoot and resolve voice and data network issues which includes correcting the issue and determining the root cause of the outage.
● Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
● Provide updates to clients and management on progress towards problem resolution, tickets and projects.
● Conduct client education explaining/demonstrating the uses and features of the telecommunication systems.
● Maintain documentation of each location’s physical layout. Document site/location moves adds changes as well as: (a.)Installed systems (b.)Vendor maintenance contracts
(c.)Delivered services (POTS, IDSN, SIP, T1, PRI, etc.) (d.)Configurations.
● Coordinate changes to local and long distance services.
● Coordinate with appropriate communication companies to arrange for the delivery of services. Ensure that the vendor understands which features are required, where to install, and DOTComm wiring standards.
● Coordinate with service providers to facilitate timely problem resolution and escalate

internally within DOTComm and to the service provider as required.
● Coordinate with internal teams responsible for new building projects and rework of existing locations.
● Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
● Assist with department relocations by listing and modifying software, assisting with moves, gathering department information and inventory, and making recommendations.
● Coordinate the installation of telecommunication cabling.
● Perform routine network startup and shutdown procedures, and maintain control records.
● Maintain and administer computer networks and related computing environments including VoIP, computer hardware, systems software, applications software, and all configurations.
● Plan, coordinate, and implement network security measures to protect data, software, and hardware.
● Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
● Configure, and test computer hardware, networking software, VoIP software and operating system software.
● Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
● Work as a team member with other technical staff to ensure connectivity and compatibility between systems.
● Coordinate with vendors and with organization personnel to facilitate purchases.
● Maintain logs related to network functions, as well as maintenance and repair records.
● Maintain and update inventory system of the department’s voice and network related hardware and software.
● Document network problems and resolutions for future reference utilizing DOTComm’s service management tool. Maintain records on repair, installation and removal of equipment, networks, and systems. Provide appropriate logging and tracking of malfunctions and repairs in the appropriate systems.
● Utilize service management tool to track and document incidents, service requests and project work ensuring that tickets are responded to with designated SLA. Facilitates discussion about prioritization of service requests ensuring customer priorities are addressed.
● Maintain a current working awareness of the network and telecommunication market with specifics toward market trends, services/offerings, technology changes and obsolescence.
● Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
● Must be available for emergency call-in, weekends, holidays, and varied hours as required for 24x7 support.
● Perform other related duties as assigned.

POSITION QUALIFICATIONS
Competency Statement(s)

● DOTComm Values - Must demonstrate the DOTComm values: Accountability to Each
Other, Commitment to Client Success, Value to Our Community.

● Troubleshooting - Excellent troubleshooting skills.
● Independent Judgment - Ability to exercise objective and independent judgment.
● Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
● Organization/Planning - Ability to utilize the available time to organize and complete work within given deadlines.
● Technical Knowledge - Ability to comprehend complex technical topics and specialized information relative to position.
● Verbal/Written Communication Skills - Excellent verbal and written communication skills.
● Multi-tasking - Ability to work under pressure, meet deadlines and handle multiple projects simultaneously.
● Quality/Quantity - Superior accuracy and attention to detail. Consistently produces high quality work at an acceptable volume.
● Customer Service - Ability to take care of the customers’ needs while following company procedures.
● Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.
● Dedication - High standard of work ethic; honors time off policies. Willingness to take on additional tasks.
● Relationships - Establishes and maintains professional relationships with clients and employees at all levels based on credibility, integrity and trust.
● Honesty/Integrity - Ability to be truthful and be seen as credible in the workplace.
● Leadership - Sets positive example; models professionalism and integrity.
● Accountability - Ability to accept responsibility and account for his/her actions.
● Attendance - Regular attendance is essential.
● Drug Screen/Background Check - Ability to pass a drug screen and criminal background check.

SKILLS & ABILITIES
Education
Associate Degree or equivalent hands on work experience.

Experience
Two years experience using and directly supporting a PBX system, ideally Mitel/Shoretel.
Experience supporting a large campus, multi-tenant or large enterprise telecommunication environment. Knowledge of SIP, PRI and tie trunking. Experience supporting an ACD telephone system and knowledge of Central Office offerings such as POTS, Centrex and ISDN.
Experience supporting various client devices, workstations, phone systems, servers, switches, routers and cabling. Knowledge of Telecommunication terms, concepts, and basic troubleshooting practices.

Computer Skills
Knowledge of TCP/IP, DHCP, and DNS. Knowledge of Windows Server.
Working knowledge of Windows Desktop (Windows platforms). Knowledge of and the ability to use various software applications such as word processing, spreadsheets, database, email, operating systems, presentation applications and publishing applications. The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copiers and fax machines.

Certificates & Licenses
Industry certifications are desirable.

Other Requirements
Comprehensive troubleshooting and problem-solving skills. Ability to develop and maintain quality documentation, with attention to detail. Able to use hand tools with dexterity in the disassembly, reassembly and repair of network related hardware and peripheral devices. Must possess and maintain a valid driver’s license.

WORK ENVIRONMENT
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise.

The Company has reviewed this job description to ensure that essential functions and basic

duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Job Type: Full-time

Experience:

• Various client devices, workstations, phone systems, servers: 1 year (Preferred)
• Mitel/Shoretel: 2 years (Preferred)

Job Type: Full-time

Pay: $60,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Omaha, NE 68102: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Network administration: 1 year (Preferred)

Work Location: Hybrid remote in Omaha, NE 68102

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