Telecom Analyst - Temporary

Department: Information Technology / 0-3510-000

Salary Plan: Temporary

Hours per week: 40

Hourly Rate: $27.29/hr

ORGANIZATIONAL SUMMARY:

Located in the vibrant and diverse Tampa Bay region of Florida’s gulf coast, the University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg and Sarasota-Manatee. Rated as one of the top places to live in the U.S., Tampa Bay offers a high quality of life, year-round sunshine, and easy access to top-rated entertainment. USF is one of the nation’s largest public universities, serving more than 50,000 students with an annual budget of $1.8 billon. Over the past five years, USF has been the fastest-rising university in the nation, public or private, on the U.S. News and World Report's list of best universities, which it ranks as the 44th  best public university in America.

USF is proud to be an innovating partner within the Tampa Bay region, listed by Forbes  as the top emerging tech city in the country. 

USF Information Technology (USF IT) provides technology services and support for the University of South Florida. The IT team, led by the Vice President and CIO, provides the following services: Administrative Services, Client Support, Communication Services, Teaching and Learning, Analytics and Reporting, Mobile and Web Services, Consulting Services, Cybersecurity Service and Research Technologies. For more information, please visit: USF Information Technology

ADDITIONAL INFO FOR APPLICANTS:

The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

DUTIES:

Overall clean-up of telephony systems that write up Pinnacle work orders that correct the Avaya to Teams transactions that happened last year. Correct billing, Avaya and connection issues. Clean up the announcement boards in Avaya. Start learning the support process for Avaya, documentation, and IF (infrastructure) orders.

The Telecommunications Analyst I is the first level and primary point of customer contact for the University for those requiring voice and/or data communications services and assistance. This position is responsible for determining user's voice and data needs, entering orders into service database system, trouble ticket processing and resolution and providing operational support.  This position has direct University contact at all levels as well as with those customers outside the University.

Work Order Management:
Create and process work orders for telephony Adds, Moves, Changes, Disconnects, Location Tracking in the Telecom Systems Management system.   Obtaining approval signatures and entering into service database system.  Assist with scheduling work with Systems Analyst and Service Technicians. Prepare all work orders for billing and sending records to Financial Management.

Trouble Ticket Management:
Create and process Trouble Tickets for both voice and data requests.  Monitors trouble ticket system for customer requests and issues and process these as necessary.  Prepares repair orders by entering ticket requests in Telecom System Management System, describing symptoms and problems, providing service location and customer contact information.  Assisting with scheduling work and issuing work to Service Technicians.  Maintaining high customer satisfaction standards.

Infrastructure Order Management:
Create and process Infrastructure work order requests. Prepare all work by entering work requests in Telecom System Management System, notifying Infrastructure specialists, sending documents to IT Purchasing for equipment ordering and to Financial Management for billing.

Carrier and Vendor Order Writing and trouble reporting:
Facilitate and effectively communicate service needs with multiple vendors to provide the service required for a customer. Report troubles to vendors/carriers. Knowledge of telephony circuits and the requirements for ordering and installing.

Project Assistance:
Assist department with project work as needed.

QUALIFICATIONS (Education & Experience):

Minimum Qualifications:

Associate's degree or a high school diploma and two years of experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

Preferred Qualifications:

Prefer working knowledge and experience processing and handling help desk trouble tickets and telecommunications service order systems. Ability to type and knowledge of Microsoft office products.  Ability to multi-task.  Available to work occasionally outside normal business hours.

Information for Applicants 

This position is subject to a Level 1 criminal background check.

Job Opening Number: 36947

Posting Date:  05/07/2024

Posting End Date: 06/06/2024

How To Apply 

Click on the Apply Now button.  When applying to an opening you will have the opportunity to upload a cover letter and resume.

Apply online by completing the required information and attaching your cover letter and resume. Please include your experience as it relates to the qualifications stated above.  YOUR COVER LETTER AND RESUME, PLUS ANY OTHER REQUESTED MATERIAL, MUST BE IN ONE ATTACHMENT. Only online applications are accepted for this position.

Click here for additional tutorial information.

To request an accommodation with the application or interview process, please contact Central Human Resources by telephone: 813-974-2970 or email [email protected] .

Equal Employment Opportunity 

USF is an equal opportunity, equal access academic institution that embraces diversity in the workplace.

The University of South Florida does not discriminate on the basis of sex and prohibits sexual harassment. Any person may report sex discrimination, including sexual harassment (whether or not the person reporting is the person alleged to be the victim of conduct that could constitute sex discrimination or sexual harassment), in person, by mail, by telephone, or by electronic mail, using the contact information listed for the Title IX Coordinator. Reports may be made at any time either online or directly to the University's Title IX Coordinator.

USF's Equal Opportunity Affirmative Action Statement .

Federal Rights

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA) , Equal Employment Opportunity (EEO) and Employee Polygraph Protection Act (EPPA) .

Work Location 

Campus map and location overview: USF - Tampa Campus

About USF 

The University of South Florida is a high-impact global research university dedicated to student success. Over the past 10 years, no other public university in the country has risen faster in U.S. News and World Report's national university rankings than USF. Serving more than 50,000 students on campuses in Tampa, St. Petersburg and Sarasota-Manatee, USF is designated as a Preeminent State Research University by the Florida Board of Governors, placing it in the most elite category among the state's 12 public universities. USF is a member of the American Athletic Conference.

Working at USF 

With more than 16,000 employees at USF, the University of South Florida is one of the largest employers in the Tampa Bay region.  At USF you will find opportunities to excel in a rich academic environment that fosters the development and advancement of our employees.  We believe in creating a talented, engaged and driven workforce through on-going development and career opportunities. We also offer a first class benefit package that includes medical, dental and life insurance plans, retirement plan options, tuition program and generous leave programs and more.

To learn more about working at USF please visit: Work Here. Learn Here. Grow Here .

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