Unified Communications Specialist

ROLE AND PURPOSE :

Design, maintain, and support the district's Unified Communications, including telecommunications, email, collaboration, and public address systems.

QUALIFICATIONS :

Education / Certification :

• Bachelor's degree in Information Technology, Computer Science, or a related field from an accredited institution (preferred)
• Two (2) years of Technology work experience in a similar role may substitute in lieu of a bachelor's degree
• A combination of one (1) relevant industry certification, such as Microsoft 365 Associate, etc., or higher, and one (1) year of experience in a similar role may substitute in lieu of a bachelor's degree

Experience :

• Managing on-prem and / or cloud-based Microsoft email messaging systems (Microsoft Exchange, Office 365)
• Troubleshooting mail flow and delivery issues
• Managing anti-spam and messaging gateway protection systems and concepts
• Performing eDiscovery of records and maintaining data retention policy compliance
• Operating and troubleshooting Microsoft Outlook clients and web-based versions
• Experience managing video conference solutions such as Zoom, Microsoft Teams, Cisco Jabber, etc.
• Experience using scripting languages such as PowerShell for administration and automation of tasks is a plus.
• Experience designing and participating in Disaster Recovery design and implementation efforts
• Experience with telecom utilities, Cisco Voice platforms, Call Manager, Unity, VoIP gateway, SIP, PRI, and dialing plans is a plus.

I. MAJOR RESPONSIBILITIES AND DUTIES :

• Manage and maintain an Office 365 messaging and collaboration environment
• Perform eDiscovery of electronic communications as requested
• Manage and maintain third-party voice and video collaboration platforms (Zoom, Microsoft Teams, etc.)
• Assist with installation, support, and maintain assigned Cisco voice infrastructure across the entire district
• Monitor and respond to service ticket requests and provide information and support as needed
• Categorize and prioritize incidents, requests, inquiries, and tasks according to SLA and other IT protocols
• Report to supervisor to provide support and recommendations for identified issues, projects, and initiatives
• Work with vendor technical support to resolve problems as needed
• Continually look for ways to improve processes and procedures that result in increased efficiency
• Create and maintain support documentation within the knowledge base concerning software and systems that support the goals of the department and the district.
• Perform knowledge transfer sessions with team members as needed
• Attend any appropriate training, in-service, workshop programs, and required meetings
• Participate in an on-call rotation providing after-hours, weekend, and / or holiday support
• Occasionally work prolonged or irregular hours with little to no advanced notice to ensure / restore department and district options
• Perform other job-related duties as assigned

II. SUPERVISORY RESPONSIBILITIES :

None.

III. WORKING CONDITIONS :

MENTAL DEMANDS / PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS :

• Tools / Equipment Used : Standard office equipment, including computers and peripherals; standard instructional equipment.
• Posture : Moderate standing; occasional kneeling, squatting, bending, and stooping
• Motion : Moderate walking
• Lifting : Regular light lifting and carrying (less than 15 pounds)
• Environment : Work inside and outside (exposure to sun, heat, cold, and inclement weather); exposure to noise
• Mental Demands : Work with frequent interruptions; maintain emotional control under stress, with frequent interruptions.
21 days ago