Home » Job Descriptions » IT Coordinator III

     
Pay Range Minimum
Job Code:
 LI58
Hourly:
 $26.92
FLSA*:
 Exempt
Monthly:
 $4,666.67
Grade:
 331
Annually:
 $56,000

*This is an Exempt position. Employees in this position are paid a salary on a monthly basis and are not eligible to receive overtime pay.
JOB DESCRIPTION: **This is a central university office position** Supports and fulfills customer requests for voice and data telecommunications services. Arranges moves, adds and changes (MACs) of services and provides guidance to customers to resolve issues. Coaches and supports peers on technical issues. Consults with enterprise-wide departments to select and configure call center devices and supports and initiates projects for large installs in new and renovated spaces. Receives complex MAC requests to determine scopes of work. Creates Work Orders (WOs) to initiate the service request process and to document request details. Demonstrates proficiency with Voice over Internet Protocol (VoIP) technology to program and activate routine and complex telephony features and to ensure successful equipment interaction with peripherals. Monitors ticket queue to identify and assign requests. Receives service request escalations from CS staff to resolve complex issues. Updates ticket progress status to manage time requirements and to meet service level agreement (SLA) expectations. Interacts with IT departments to support incident and outage resolutions. Receives incident and outage escalations from CS staff to resolve complex issues. Evaluates customers¿ current services to recommend updates to existing equipment and service. Supports renovation and new campus construction projects to provide communications services installs. Examines switch information to determine billing and service issues and to support audits and reconciliation. Acts a liaison between CS and IT departments to resolve issues and correct billing and installations. Provides voice and data expertise to increase Coordinator staff skill levels and understanding. Assigns Coordinator staff to support project initiatives. Trains Coordinators to ensure understanding of systems, network, equipment and procedures. Provides CS department back-up to maintain service levels and perform quality assurance. Develops reports using systems tools to reconcile call center charges and ports utilized by customers. Performs, oversees and recommends audit functions to ensure service records accuracy and SLA compliance. Develops traffic study reports to provide usage data to customer and UTS Finance and Administration Billing group. Interacts with IT departments to resolve non-routine and complex issues. Performs formal and informal customer training to explain and demonstrate voice features and functionality. Performs other responsibilities as required.
MINIMUM QUALIFICATIONS: A high school diploma and five years of relevant IT experience that includes communications experience in a voice/data network environment and experience in a customer service environment, OR an equivalent combination of education, training, and/or experience.

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER:

Emory University is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran's status, or any other factor that is a prohibited consideration under applicable law.
Click here to return