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Telecom System Analyst

Company: PHEAA
Location: Harrisburg
Posted on: March 28, 2020

Job Description:

The Pennsylvania Higher Education Assistance Agency (PHEAA) has a tremendous vision to provide funding for education opportunities to deserving students. As a not-for-profit Agency, all revenue beyond paying the bills are poured back into giving to these students. This role is a technical position responsible for implementation, upgrades, troubleshooting, on-going maintenance of the voice network and telephony systems, and other related applications. The Telecom System Analyst performs at a moderate level of complexity with a high level of proficiency under general supervision. Job Responsibilities Network and systems support Analyze data to define the desired results of the applications, the restraints upon systems design, and the relationships of the application to other systems, and the controls to be placed on system operation. Maintain call flow, architecture, inter-system dependencies, and other documentation. Monitor and analyze system traffic and prepare reports. Create or modify telephones, user objects and other configurations in a server-based contact center telephony environment. Perform analysis, diagnosis, and resolution of end user telephony issues and problems, escalating issues with and working directly with technical support (vendors) when necessary. Installation and configuration Support installation and lead the maintenance of systems, software, and hardware (i.e. Private Branch Exchange (PBX), voicemail, Call Recording System, CTI systems, IVR, Auto Dialer, voice mail etc. Configure and install server hardware, software and peripheral components according to design or installation specifications and ensure operability. Assist senior level telecom system administrator(s) in the planning, design, and implementation of telecommunications networks. Assist with developing project quotes, when needed. Required Skills Minimum Qualifications Bachelor's degree in Computer Science or Information Technology (IT) related with at least two years of applicable experience or equivalent combination in skills, knowledge, abilities and training. Proficient knowledge of the principles and practices of client server networks, voice networks, business process automation. Proficient knowledge and skills in Microsoft Operating Systems, relational database concepts, telephony concepts, and any other relevant programming and server based systems. This position requires participation in a 24x7x365 on-call rotation. The frequency of the rotation depends on the number of members in the team. If selected for a position, following a conditional job offer, all candidates for employment must be able to pass a criminal background check, which is not an automatic bar to employment a student loan check, where all loans must be in good standing and provide proof of education. Candidates for this position would need to obtain the Public Trust security clearance. For this level of clearance, the federal government has a requirement that all applicants must possess a U.S. citizenship. In light of this federal government requirement, PHEAA will be unable to hire applicants without United States citizenship for such positions. Preferred Qualifications Related System Experience and knowledge of the following productsvendors Avaya Aura (including CM, SM, SBCEs) Proactive Contact System or Proactive Outreach Manager Avaya CMS Contact Center Elite and ACD Routing SIP Trunking via SBCEs Remote Worker or VDI for Voice Understanding of the following protocols and underlying technologies--SIP, UDP, TCP, RTP, SDP Knowledge of the following OS- Windows 7, 10, Server 2012, REHL 78.x Security protocols and SSL Certificates Cisco Networking is a plus Configuring voice and data converged networks is a plus Endpoint Management including AAfD, J Series Phones, and 1400 series phones Knowledge of Avaya Media Gateways and DSP Resource Utilization Knowledge of Avaya CM Network Regions Job Location Harrisburg, Pennsylvania, United States Department Telecommunications Position Type Full-TimeRegular Shift Monday-Friday, 800-500

Keywords: PHEAA, Harrisburg , Telecom System Analyst, IT / Software / Systems , Harrisburg, Pennsylvania

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