The Information Services Department is seeking qualified candidates for the position of Telephony Business Systems Support Specialist.
Under general supervision, the Telephony Systems Support Specialist will perform data collection, data validation asset mapping and site inspections for phone installations.
The Telephony Systems Support Specialist will be visiting various County of San Mateo locations to tone, test and validate 800 Calnet phone lines in hopes of identifying unused service lines to be terminated with the AT&T.
The Telephony Systems Support Specialist will report the ISD's Telephony Support Team Supervisor and will be tasked with the execution of activities for two Telephony phone system projects.
For the County VoIP SIP Migration project, the incumbent will be assigned to project assessment and deployment activities. Duties may include the following:

• Perform location walk-through to catalog telephones and data ports.
• Analyze project data sheets for accuracy of phone records.
• Collaborate with the project team to reconcile actions and activities for the project.
• Install VoIP phones and headsets.
• Receive project shipments and inventory materials for use.
• Coordinate and host contractors duration phone deployments.
• Perform simple tests with a telephone, to help verify network readiness for pre-deployment of VoIP phones. 

For the County's Calnet Service Line Reconciliation project, the incumbent will work under the direction of the Telephony Support Team Supervisor to review, catalog, assess and test ATT 'Calnet' phone lines at for service potential service termination. Duties may include the following:

• Visit County office location to test phone service lines.
• Update the service allocation spreadsheet as needed.

The ideal candidate should have

• Technical proficiency: have a strong understanding of telecommunications technology, including analog and digital phone systems, Voice over Internet Protocol (VoIP), Private Branch Exchange (PBX) systems, and related hardware and software.
• Problem-solving skills: be able to diagnose and troubleshoot issues with phone systems efficiently, identifying the root cause of problems and implementing effective solutions. 
• Attention to detail: pay close attention to detail to ensure that installations are done correctly, and systems are configured accurately.
• Communication skills: have effective communication is essential for understanding clients' needs, explaining technical issues in layman's terms, and collaborating with team members or clients to resolve problems. 
• Customer service orientation: have a customer-focused mindset is important for delivering high-quality service and ensuring customer satisfaction.
• Adaptability: be adaptable and willing to learn new technologies and methodologies to stay current in their field. 
• Organizational skills: be capable of managing multiple tasks, keeping track of equipment inventory, and documenting configurations and troubleshooting steps require good organizational skills.
• Analytical mindset: be able to analyze data and performance metrics to optimize telephony systems for efficiency and reliability. 
• Safety awareness: adhere to safety protocols and guidelines to prevent accidents and injuries.
• Be able to use simple hand tools such as screwdrivers, pliers, hammer, as well as use telephone related hand tools like a punch-down tool, tone generator, tone wand, etc. 
• Ability to install telephone related applications on a workstation PC with provided instructions for installation and configuration.

 
NOTE: Limited Term Employees are assigned to assignments not to exceed three years. They receive medical and dental benefits, similar to regular employees, and a defined contribution retirement plan. The eligible list generated from this recruitment may be used to fill future extra-help, term, unclassified, and regular classified vacancies. Knowledge of:

• Principles and practices used in the operations, maintenance, repair, and administration of assigned systems and equipment.
• Techniques and methods of system implementation and monitoring.
• Troubleshooting and installation techniques.
• Principles and procedures of record keeping.
• Customer service and telephone techniques.
• Modern office practices, methods, and computer equipment and applications related to the work.
• English usage, spelling, vocabulary, grammar, and punctuation.
• Techniques for providing a high level of customer service by effectively dealing with vendors and County staff. 

 
Skill/Ability to: 

• Perform basic technical support functions for assigned systems; troubleshoot problems and take appropriate action or escalate to appropriate staff as needed.
• Identify, troubleshoot, and resolve basic system problems and perform minor repairs.
• Setup equipment and install and configure software.
• Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
• Respond to and effectively prioritize a high volume of phone calls and other requests for service.
• Learn and understand the organization, operation, and functions of the department as necessary to assume assigned responsibilities.
• Learn, interpret, and apply applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
• Organize, maintain, and update records systems.
• Operate modern office equipment including computer equipment and specialized software applications programs.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact and prudence within general policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

 
Addition Qualifications at the IS Communications Specialist II Level:
 
Knowledge of:

• Advanced system infrastructure configuration methods and techniques.
• Techniques and methods of system evaluation, implementation, and documentation.
• Troubleshooting, configuration, and installation techniques.
• The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.
• Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility. 

Ability to: 

• Perform a variety of technical support functions in the installation, configuration, maintenance, and repair of assigned systems; take appropriate action to resolve problems or escalate to appropriate staff as needed.
• Identify and repair equipment, hardware, and software problems.
• Train staff on system and equipment usage.
• Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
• Establish and maintain a variety of filing, record keeping, and tracking systems.
• Organize own work, set priorities, and meet critical time deadlines.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines. 

 
Education and Experience:
Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:
 
Education: Completion of coursework and/or training in information systems, computer science, or related field.
 
Experience:
IS Communications Specialist I: One (1) year of providing technical support in the installation, maintenance, and repair of systems specific to radio communications, telecommunications, or network.
 
IS Communications Specialist II: Two (2) years of increasingly responsible experience in providing technical support in the installation, maintenance, and repair of systems specific to radio communications, telecommunications, or network.
 
Licenses and Certifications:

• Some positions may require possession of, or ability to obtain, a valid California Driver's License.

 
Physical Demands
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and to visit various County sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone or radio. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift and carry materials and objects up to 50 pounds with the use of proper equipment and push and pull materials and objects up to 100 pounds with the use of proper equipment.
 
Environmental Elements
Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff when providing telecommunications, communications, and network equipment and systems support. 
 
 
 This is a limited term recruitment. Anyone may apply. The Information Services Department will screen materials during and after the recruitment closes. The Information Services Department will contact qualified candidates directly for a departmental interview. 
All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California, and applicants must participate at their own expense.IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click on the "Apply" button. If you are not on the County's website, please go tohttps://jobs.smcgov.org to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.
TENTATIVE RECRUITMENT SCHEDULE
Final Filing Date: Friday, April 12, 2024 at 11:59 p.m. PST
Departmental Interviews: TBD
San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically and linguistically diverse communities. The County of San Mateo is committed to advancing equity in order to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work. The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity and inclusion at all levels.