Job Details

Customer Services Specialist/Voice Over IP Assistant

• $48,654 - $65,204/ Year
• Health, Dental, and Vision Insurance
• Life Insurance
• Paid Time Off
• Pension Plan

General Summary: 

• Under the supervision of the Customer Services Manager, supports various County Cisco VoIP phone systems, supports third-party applications, installs PC software and new systems; troubleshoots customers' problems; repairs and maintains computer equipment peripheral devices. 

Duties:

• Serves as the primary point of contact for Cisco VoIP and third-party applications, providing technical support, troubleshooting, and coordinating with vendors, Information Systems staff, and County departments to ensure system reliability.
• Installs, configures, maintains, and repairs PCs, network-attached devices, VoIP equipment, and other Information Systems-supported hardware and software in accordance with County standards.
• Responds to Help Desk requests, diagnoses and resolves technical issues, and documents service activities using the County Help Desk system.
• Performs preventative maintenance, orders replacement parts, and recommends hardware and equipment purchases.
• Assists with Local Area Network (LAN) administration and provides end-user training and guidance on supported systems and equipment.
• Maintains organized work areas, participates in after-hours on-call support, and makes recommendations to the Customer Services Manager regarding the planning, installation, and maintenance of technology systems and equipment.
• This description is intended to illustrate the type and level of work being performed by persons assigned to this job. It may not be a comprehensive list of all duties and responsibilities required by a person so classified.

Education and Experience:

• Bachelor’s Degree in electronics or computer-related field and one year of full-time experience in PC hardware/software support in a business environment; OR
• Associate Degree in electronics or computer-related field and three years of full-time experience in PC hardware/software support in a business environment and one year of experience in VoIP phone system support and installation; OR
• High school diploma or equivalent and five years of full-time experience in PC hardware/software support in a business environment with one year of experience in VoIP phone system support and installation.

Special Requirements:

• Must possess and maintain a valid vehicle operator’s license with access to a reliable vehicle throughout the course of employment.
• A pre-employment physical, drug test and background check are required before employment.
• Duties will require the ability to lift 50 pounds at least three feet off the ground.
• May be subject to call-in during off duty hours.

Required Knowledge and Skills:

• Proficient in standard office software applications, including email, word processing, and spreadsheet programs.
• Basic understanding of network wiring.
• Strong communication, interpersonal and customer service skills.