TECH SUPPORT SPEC II(TELECOMMU

Department
Department of AdministrationDivision
Information Technology/ComputersSalary
$84,783.00 - $95,517.00Job Profile
JC-[redacted]-26 - Technical Support Specialist II (Telecommunications) (C94 L2448 DOA DOC Public Safety DOR)Scheduled Work Days & Work Hours

Monday - Friday, 8:30am - 4:00pm

35 Hours - Standard
Job Requisition Number
JR104146 TECH SUPPORT SPEC II(TELECOMMU (Open)Pay Grade
C00332 AClassification
Technical Support Specialist II(Telecommunications)Class Definition

GENERAL STATEMENT OF DUTIES: To be responsible for performing a variety of complex technical support tasks within the area of specialization directly related to the operation and maintenance of mainframe and mini computers, networks, and/or telecommunications systems, as well as other related systems; and to do related work as required.

SUPERVISION RECEIVED: Works under the general supervision of a superior with latitude for the exercise of independent judgement; receives detailed instructions on some complex assignments; work is subject to review usually upon completion, for proper application of system management techniques.

SUPERVISION EXERCISED: As required, may supervise the work of subordinate technical personnel and others assigned to assist.

ILLUSTRATIVE EXAMPLES OF WORK PERFORMED:

• To be responsible for performing a variety of routine technical support tasks, with the area of specialization, directly related to the operation and maintenance of mainframe and mini computers, networks, and/or telecommunications systems, as well as other directly related systems.
• To install and maintain the mainframe, mini computer and/or network operating systems, as well as data management, telecommunication, system performance, capacity management, and utility software.
• To implement methods and procedures necessary to support all activities, within the designated specialty, relating to the installation, modification, problem resolution, performance, operational and planning capacity management of the mainframe, mini computer and network hardware and software environments.
• To design, code, test, and debug specialized software required by the installation.
• To install computer peripheral, network, and telecommunications hardware and software as well as diagnose and correct malfunctions involving hardware, software and cabling.
• To provide technical support services to a variety of system operation activities including programming, system analysis and other related operations which involve the development, modification or operation of the mainframe, mini computer, network, or telecommunications operating systems.
• To attend training sessions to keep abreast of new or improved software and procedures and, under supervision, to conduct training sessions for other programming and technical staff members.
• To do related work as required.

REQUIRED QUALIFICATIONS FOR APPOINTMENT:

KNOWLEDGE, SKILLS AND CAPACITIES: A working knowledge of the principles, practices, methods and techniques of hardware and software management in the area of specialization, and of operational and system capabilities and intricacies; a working knowledge of the methods and procedures of system installation, modification, performance, operational and capacity management in the designated mainframe, mini computer, network, and/or telecommunications hardware and software environments; the ability to install and maintain mainframe, mini computer and network operating systems data management, telecommunication, system performance, capacity management, and utility management software; the ability to design, code, test and debug specialized software related to area of specialization; a thorough knowledge of systems programming and systems analysis; a working knowledge of the personal computer and related peripheral equipment; the ability to provide technical support in designated areas of computer systems, network and telecommunications operations; the ability to utilize diagnostic programs and equipment to identify and isolate hardware and software problems; and related capacities and abilities.

EDUCATION AND EXPERIENCE:

Education: Such as may have been gained through: graduation from a college of recognized standing including or supplemented by successful completion of courses in Computer Science in the specialty area; and

Experience: Such as may have been gained through: employment in a technical position within the area of specialization involving the evaluation and diagnosis of systems and/or systems programming problems causing interruptions and malfunctions.

Or, any combination of education and experience that shall be substantially equivalent to the above education and experience.
Supplemental Information

The Microsoft Teams Administrator is responsible for the administration, configuration, support, security, and optimization of the Microsoft Teams platform. This role manages collaboration services, Teams Phone, meetings, messaging, policies, devices, and integrations to ensure reliable communication and collaboration across the organization.

Essential Duties and Responsibilities
• Administer and maintain the Microsoft Teams environment.
• Configure and manage Teams settings, policies, and governance standards.
• Manage Teams, channels, apps, and collaboration features.
• Administer Teams Phone services, including:

oDial plans
oVoice routing
oCalling policies
oAuto Attendants
oCall Queues
oPhone number assignments
• Configure and support Teams meetings, webinars, and conferencing services.
• Manage Teams-certified devices, phones, conference room systems, and displays.
• Monitor service health, performance, call quality, and user experience.
• Troubleshoot Teams, calling, messaging, meeting, and device-related issues.
• Develop and maintain operational procedures, standards, and documentation.
• Coordinate with networking, security, identity, and infrastructure teams.
• Manage licensing and role-based access control (RBAC).
• Support upgrades, migrations, and new Teams feature deployments.
• Ensure compliance with organizational security and governance requirements.
• Provide end-user training and technical guidance.
• Generate usage, adoption, and operational reports for leadership.

Preferred Qualifications
• Bachelor's degree in Information Technology, Computer Science, or related field, or
equivalent experience.
• 3+ years of Microsoft 365 administration experience.
• 2+ years of Microsoft Teams administration experience.
• Experience with:

oMicrosoft 365
oMicrosoft Teams Admin Center
oEntra ID (Azure AD)
oPowerShell
oTeams Phone
oVoice and collaboration technologies
• Strong troubleshooting and customer service skills.
• Microsoft 365 Certified: Teams Administrator Associate (MS-700).
• Experience with:

oDirect Routing
oOperator Connect
oSBCs
oe911
oIntune
oExchange Online
oSharePoint Online
oMicrosoft Defender
• Experience in enterprise-scale Microsoft 365 environments.
Technical Skills
• Microsoft Teams Administration
• Teams Phone
• Call Queues and Auto Attendants
• Teams Policies and Governance
• Microsoft 365 Administration
• Entra ID / Identity Management
• PowerShell Automation
• Network Troubleshooting
• Device Management
• Reporting and Analytics

Benefits

For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at http://www.employeebenefits.ri.gov/.

Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit. Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.