Dept Number/Name: 0-3510-000 / Information Technology

College Division: Info Tech-Information Tech

Salary Plan: Administrative

Job Code/Title: 9963 / Telecommunications Analyst I

Hiring Salary/Salary Range: $57,000

Schedule: M-F, Hybrid (Mostly Remote), 8AM - 5PM or 7:30AM - 4:30PM

Position Number: 00004233

ORGANIZATIONAL SUMMARY:

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.

POSITION SUMMARY:

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.

RESPONSIBILITIES:

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.

Performs other duties as assigned.

POSITION QUALIFICATIONS:

MINIMUM:

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:

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.