Telecommunication Analyst

Milwaukee County oversees operations from our Airport, Behavioral Health, Child Support Enforcement, Combined Court Operations, Sheriffs Department, Community Reintegration Center, Human Services, Parks, Public Safety, Public Works, Fleet Operations, Transportation, and at the Zoo. Our departments are also dedicated to our Seniors in the Department on Aging, those with Disabilities, and Veterans Affairs. Our employees also remain committed to serve the cultural, human, recreational and social needs of the entire community.

Milwaukee County offers a wide variety of interesting jobs for people who want to make a difference in our community. Milwaukee County provides a competitive benefit package and is an Equal Opportunity Employer. If disability related accommodations are needed, please contact 414-278-3936.

We are searching for Changemakers to come and join our team and discover our diverse and versatile community of independent spirits and unique talents, we are redefining the way you think about Milwaukee County!

Closing Date: 1/30/2025 or upon receipt of the first 50 application submissions

Telecom Analyst

IMSD

Full Time

Salary Pay Range: $31.69 - $47.53

Summary: The Telecom Analyst serves as a key resource in managing and maintaining the organization's various telecommunication systems. This generalist role will handle a range of tasks, including system support, vendor coordination, bill consolidation, and record maintenance. The aim is to ensure effective and consistent operation of telecom services, facilitating smooth communication and operational efficiency across the organization. Monitor assigned tickets queue and respond with the utmost speed to troubleshoot reported problem.

Essential Responsibilities:

• Provide top-tier support for the organization's VoIP systems, with a particular emphasis on enhancing customer experience. Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities.
• Regularly review VoIP system performance and support trends to identify areas for process improvement. Use critical thinking skills and initiative to recommend and implement enhancements to the support process.
• Work closely with the VoIP Administrator, taking directions to manage specific tasks and projects related to the organization's VoIP systems. Display adaptability and a willingness to learn from technical leadership.
• Assist with vendor relationship management, ensuring effective communication and service. Support the review and consolidation of phone bills.
• Perform regular maintenance on VoIP systems to ensure optimal functionality. Keep call record systems updated and accurate, demonstrating attention to detail.

Minimum Qualifications:

• Current resident of Wisconsin
• High School Diploma / GED required
• Valid WI Driver's License and must be maintained throughout employment.
• At least three (3) years of progressive experience in IT including VoIP, Telecommunications, Teleconference experience
• Intermediate knowledge of all related computer and software applications, such as word processing and spreadsheets.
• Intermediate knowledge configuring and managing web-based applications.

Preferred skills and knowledge:

• Avaya Certified Integration Specialist (ACIS), Avaya Implementation Professional Specialist (AIPS)
• Avaya Certified Solution Specialist (ACSS), Avaya Support Professional Specialist (ASPS)
• ITIL preferred but not required

This role requires a good understanding of VoIP systems, with experience in Avaya Phone System and Microsoft Teams Voice being particularly beneficial. The successful candidate will demonstrate basic understanding of SIP technologies, vendor coordination, phone bill review, and maintenance of the e911 platform. Familiarity with Avaya Workforce Optimization Select and Calero-VERASmart would be advantageous.

NOTE: This ORIGINAL APPLICATION is open to qualified residents of the State of Wisconsin at the time of application. Candidates need to submit a full account of their training and experience (i.e., by submitting an up-to-date resume or by fully completing the application) during the application process and may also be asked to take additional written or performance tests as part of the selection process.

APPLICANTS MUST POSSESS MINIMUM QUALIFICATIONS AT TIME OF FILING APPLICATION

Milwaukee County is committed to fostering an equitable working environment, free from discrimination and harassment, on the basis of any characteristic protected by law. We prohibit any form of discrimination, harassment based on race, color, religion, sex, gender, gender identity or expression, sexual orientation, pregnancy, pregnancy related condition, national origin, age, disability, FMLA status, sexual orientation, military status, marital status, or any other category or status that is now or in the future protected by federal, state, and local law. We maintain a drug-free workplace and perform pre-employment substance abuse testing, background checks and pre-employment physicals subject to job requirements. If special accommodations are needed, please contact 414-278-3936.

• Milwaukee, WI, USA