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Telephone Services Coordinator

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Position Details

Position Information

Title Telephone Services Coordinator
Department UITS-Infra & Foundational Tech (9526)
Location Main Campus
Position Summary

The University Information Technology Services {UITS) – Infrastructure Services seeks to fill a position for a Telephone Services Coordinator. Applicants will be selected for the position level based on qualifications and/or experience

The successful applicant will be responsible for the assignment and record keeping of UITS infrastructure and facilities within our Pinnacle Telecommunications Management Information Systems (TMIS) database. The position also provides customer service support to both our Class Room Technologies & Telecommunications Services clients.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state retirement plan; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized on Forbes 2015 list of America’s Best Employers in the United States and has been awarded the 2015 Work-Life Seal of Distinction by the Alliance for Work-Life Progress! For more information about working at the University of Arizona, please click here.

Duties & Responsibilities

• Customer Service role addressing telephone and email inquiries for both Classroom Technologies (CTS) & Telecommunications (Telecom) Services.
• Provides information to CTS and Telecom clients for cost effective and efficient configurations to meet specified user needs.
• Compiles user requirements into service orders for audio-video equipment rental, voice and data installation, moves and changes, and submits orders to appropriate service vendor or agency.
• Monitors all service requests through completion, resolving any discrepancies that may occur.
• Facilitates resolution of customer service calls involving service problems or trouble calls.
• Evaluate telecommunications work orders to provide quick, accurate and complete assignment of facilities and/or information for other working groups to utilize in the delivery of services.
• Maintain the Pinnacle – TMIS cable database information for accuracy and associated manual logs. Detects inconsistencies or errors in and between systems or logs. Analyze, research, correct as needed while interacting with field technicians, switch room operations, estimating/engineering and vendors as needed.
• Maintain information pertaining to the range or count of cables/pairs and points of origination and termination in relation to actual infrastructure within the Pinnacle TMIS system.
• Define, organize, construct, and input new cable plant information into Pinnacle TMIS database so future assignment can be performed during work order process.
• Maintain accurate listing of buildings in Pinnacle TMIS with associated information for each.
• Provide reports of cable infrastructure that is contained within the Pinnacle TMIS to various UITS personnel and vendors.
• Consult with UITS engineering when cable facilities to a given location are in jeopardy of reaching capacity.
• Maintain and record UITS owned aerial cable logical cross connects to associated buildings list.
• Train others in aspects of Pinnacle TMIS cable assignment, such as searching, actual assignment, troubleshooting inconsistencies and reporting.
• Maintain and document cable assignment procedures.
• Coordinate any delay in processing of cable assignment for work orders with work order originator, switch room operations and technician supervisor.
• Coordinate assignment of cable facilities with other work groups and vendors when determined.
• Assist in development, data entry, and work order assignment procedures for the tracking UITS fiber infrastructure.

Knowledge, Skills, & Abilities

• Knowledge of copper and fiber cable plant design and layout.
• Reading and understanding construction blueprints specific to telecommunications drawings.
• Open and navigate drawings within AutoCAD.
• Experience with generating and running database reports.
• Skill in reviewing, proofing, and verifying data.
• Skill in using and knowledge of personal computer operations and functions.
• Effective communication skills, both verbal and written.
• Experience or knowledge with the Pinnacle Communications Management Suite or similar electronic communications management systems.

Minimum Qualifications

Please see Arizona Board of Regents Minimum Qualifications below.

Arizona Board of Regents Minimum Qualifications

Two years of telecommunications service experience; OR, any equivalent combination of experience, training and/or education.

Preferred Qualifications

•Associate’s degree with an emphasis in business administration, networks, communications, or telecommunications system hardware.

Full Time/Part Time Full Time
Number of Hours Worked per Week 40
Job Category Computer, Engineering and Technical
Benefits Eligible Yes - Full Benefits
FLSA Non-Exempt
Posted Rate of Pay DOE
Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Posting Detail Information

Posting Number S24427
Number of Vacancies One
Desired Start Date
Position End Date (if temporary)
Limited to Current UA Employees No
Contact Information for Candidates

Melanie Hornstein
Human Resources Representative

Open Date 12/22/2017
Review Start Date 01/05/2018
Close Date
Open Until Filled Yes
Special Instructions to Applicant
Quick Link for Internal Postings
Diversity Statement

At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. We translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we encourage diverse candidates to apply, including people of color, women, veterans, and individuals with disabilities. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Where did you first learn about this position?
    • Arizona Daily Star
    • Arizona Republic
    • Chronicle of Higher Education
    • Department of Economic Security (DES)
    • Diverse Issues in Higher Education
    • Hispanic Outlook in Higher Education
    • Jobing.Com
    • LinkedIn
    • Local Job Banks
    • Pima County One-Stop
    • Professional Conference
    • Professional journal/publication
    • Referred by UA Employee
    • Invited by Dept to Apply
    • UA Website
    • Other
  2. * Do you have two years of telecommunications service experience?
    • Yes
    • No

Documents Needed to Apply

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter