| Summary Description: Under the direction of the Supervisor of Enterprise Network and Cybersecurity Operations, is responsible for generally supervised and independent work supporting a large K–12 VoIP (Voice over Internet Protocol) telephony environment and its supporting LAN/WAN infrastructure, including call control systems, voice gateways, SIP services, voicemail, contact center platforms, and associated network services (QoS, VLANs, PoE, routing, and wireless). Responsible for supporting and maintaining the district-wide VoIP, call center and unified communications infrastructure, ensuring high availability, resiliency, regulatory compliance, and service continuity. Provides guidance to technical support personnel engaged in a wide variety of technical support activities such as the design, installation, testing, configuration, modification, enhancement, troubleshooting, and maintenance of enterprise voice and collaboration services across the district; and performs related work as assigned and in accordance with the appropriate grade level.
Physical Demands: May be required to move computer/ network equipment weighing up to 50 pounds.
Special Requirements: Night or weekend work may be required on rare occasions. Overtime Eligibility: Intern & ITSS I (grade 18 to 20) are eligible for overtime pay with prior approval. ITSS II and III (grade 23 to 25) are not eligible for overtime pay. |
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KNOWLEDGE SKILLS ABILITIES: Considerable knowledge of practices related to managing and troubleshooting a complex enterprise VoIP, call center and unified communications infrastructure in a large K–12 LAN/WAN environment, including expertise in configuring, maintaining, and troubleshooting call control platforms, voice gateways, SIP trunking, voicemail systems, and survivability solutions. Strong understanding of VoIP protocols and technologies including SIP, RTP/SRTP, QoS, VLAN design, PoE, dial plan management, call routing, and redundancy/failover models. Knowledge of network infrastructure concepts required to support voice services, including TCP/IP, routing and switching, WAN connectivity, multicast, and wireless integration as it relates to voice mobility. Experience supporting centralized voice management platforms and distributed school-based telephony environments. Understanding of regulatory and compliance requirements related to E911 and public-sector communications environments is desirable. Ability to perform advanced troubleshooting using diagnostic tools such as packet captures and call detail records to resolve call quality issues including latency, jitter, and packet loss. Ability to work in a collaborative, innovative, flexible and team-oriented environment. Ability to effectively lead work teams and facilitate process design sessions. Ability to determine priorities, allocate resources, manage projects, measure and analyze results. Proven organizational skills, flexibility, adaptability and the ability to learn quickly in various technical and creative environments, while delivering quality work within tight deadlines. Must have excellent interpersonal skills and proven ability to build productive relationships with a wide range of stakeholders both internally and externally. Ability to communicate effectively, both orally and in writing. |
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Education Training Experience: Bachelor’s degree required. CCNA/CCNP desired. Three years or more of progressively responsible experience in enterprise VoIP, call center and unified communications administration, monitoring, configuration, and troubleshooting within a large LAN/WAN environment. Experience supporting call control platforms, voice gateways, SIP trunking, dial plan management, and QoS implementation in a multi-site environment is required. Experience working in a public-sector or K–12 educational environment is desirable. Other combinations of applicable education, and training, which provides the knowledge, skills, and abilities necessary to perform effectively in the position may be considered.Certificate License:A valid motor vehicle operator’s license is required. |
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Example Duties: All Grades• Understands and applies the seven core competencies of the Supporting Services Professional Growth System (SSPGS) commitment to students, knowledge of job, professionalism, interpersonal, communication, organization, and problem solving. • Performs related duties consistent with the scope and intent of the position.• Local travel may be needed to support repair and implementation of VoIP and unified communications systems. ITSS Intern - Grade 18• Provides first level support for enterprise voice systems including call control platforms, voice gateways, SIP trunking, voicemail systems, survivability solutions, and related network services.• Analyzes and resolves minor voice and network issues affecting call quality and service continuity, including troubleshooting latency, jitter, packet loss, dial plans, and call routing.• Deploy handsets and headphones to staff • Assists with connecting handsets and headphones to system• Assist with user voicemail issues IT Systems Specialist I - Grade 20• All tasks that are part of ITSS Intern - Grade 18 in addition to the following• Configures, implements, monitors, and maintains the district-wide VoIP and unified communications infrastructure across the district.• Provides second and third level support for enterprise voice systems including call control platforms, voice gateways, SIP trunking, voicemail systems, survivability solutions, and related network services.• Analyzes and resolves advanced voice and network issues affecting call quality and service continuity, including troubleshooting latency, jitter, packet loss, dial plans, and call routing.• Ensures adherence to best practices for VoIP deployment, QoS, redundancy, and high availability within the LAN/WAN environment. IT Systems Specialist II - Grade 23• All tasks that are part of IT Systems Specialist I - Grade 20 in addition to the following• Coordinates with telecommunications carriers, service providers, E911 vendors, and manufacturers for provisioning, maintenance, upgrades, and issue resolution.• Participates in planning, testing, and implementation of system upgrades, migrations, and new site deployments. • Maintains technical documentation including call flows, dial plans, configurations, and procedures.• Analyzes and resolves complex voice and network issues affecting call quality and service continuity, including troubleshooting latency, jitter, packet loss, dial plans, and call routing. IT Systems Specialist III - Grade 25• All tasks that are part of IT Systems Specialist II - Grade 23 in addition to the following• Designs with assistance from supervisor and network team, the district-wide VoIP and Unified communication implementation• Assists with capacity planning and lifecycle management of voice infrastructure.• Provides technical guidance to field technicians and collaborates with cross-functional technology teams.• Lead role in updating or migrating VoIP, call center or Unified Communication applications and components |
