College: DCC

Department: Information Technology

Sub department: IT Network

Type of Appointment: Unclassified - Administrative/Staff

Duties and Responsibilities: 

Day-to-Day duties and responsibilities may include, but are not limited to:

• Experience in the installation and maintenance of modern network systems;
• A working knowledge and understanding of telephony standards and protocols;
• Must have a strong understanding of voice and data wide area network (WAN) technologies, including Optical, Fiber, Microwave, Broadband, and ATM technologies;
• Working with the network team must have the ability to troubleshoot complex packet and circuit-switched network communication issues;
• Have a working knowledge of the major components of a telephone network;
• Experience where communication principles and business telephone etiquette practices were practiced/demonstrated as part of the daily function;
• Requires the ability to communicate effectively orally and in writing. Must be able to interpret a wide variety of written material and speak effectively before public groups.
• Requires strong organizational skills and attention to detail, with the ability to meet deadlines.
• Acts as the agency’s authorized representative for State telecommunications activities.
• Have a working knowledge of the basic principles and advanced theories of engineering and governing organizational standards, as well as the general rules and regulations of the State of Louisiana Office of Technology Services, along with other local, state, and federal telephony regulations;
• Maintain a respected working relationship with colleagues and telephony vendors to ensure that the college is taking advantage of current telephony technologies within the state guidelines;
• Work with management and administrators to keep them informed of any situations that could potentially become problematic, and to set proper workloads and expectations;
• Prepare resource documentation for the knowledge base, future training, and guidance;
• Travel to remote college sites to troubleshoot and resolve telephony issues may be required. Candidate must have a current and valid driver’s license, as well as reliable transportation which meets State of Louisiana insurance requirements;
• Perform other related duties as assigned.

Other Job Duties
60% Manage, troubleshoot, and maintain college-owned and operated Telephony Communications and Messaging systems including but not limited to the following modalities of communications: messaging, video, voice, and fax. Ensuring proper installation and implementation of system-specific types of telephony-related Communications devices including but not limited to desktop softphone clients, mobile IOS and Android clients, and physical telephone handsets and headsets. Ensuring proper installation implementation and configuration of telephony system features including but not limited to voicemail, auto attendant, call billing management applications, and scripting. Provisioning and collecting telephony statistics and analytics. Ensuring the proper installation, implementation, and maintaining the contact center telephony system as necessary.
30% Develop procedures for the procurement of all telecommunications equipment, software, and services for the college. Provide a central point of information regarding the status of all telecommunications procurement activities. Assist in the development, coordination, and implementation of programs to inspect the procedures for determining the availability of telephone service in sufficient quantity and ensuring compliance with prescribed laws, rules, regulations, and standards.
10% Provide daily, weekly, monthly, quarterly, and annual visual analyses and reports for departmental and college-wide consumption


Work Week
Regular (Monday through Friday 8:00 am - 4:30 pm)
Summer Hours (Monday through Thursday 7:30 am - 6:00 pm)
On-call as needed.

Required Education: Bachelor’s Degree in Computer Science, Information Technology, Mathematics, or engineering-related field.

Required Experience: 3 plus years of relevant work experience.

Required Licenses or Certifications: N/A

Preferred Education: Master’s Degree in Computer Science, Information Technology, or engineering-related field

Preferred Experience: 5 plus years of relevant work experience.

Other Minimum Work Experience:
At least three years of experience where telephony support was a majority duty; Experience in customer service supporting telephony system administration; Ability to work directly and independently with vendors’ technical support personnel; A basic understanding of computer networking fundamentals and troubleshooting as it relates to telephony services; Good oral, written, and interpersonal skills; Strong work ethic, positive attitude, and a desire to learn new skills; Maintain a courteous, professional, objective attitude and appearance in the conduct of his/her responsibilities; Ability to independently research and diagnose issues as well as possible solutions and alternatives; Ability to quickly become familiar with new technology and identify new uses within our environment; Ability to multitask and meet tight deadlines; a self-starter, capable of being self-directed; Ability to work an adjusted work schedule and occasional overtime when required; Ability to travel between multiple college sites throughout the metropolitan area.

Preferred Qualifications:
Understanding of the State of Louisiana Office of Technology Services rules and regulations; Considerable experience working in a centralized technology environment in higher education is a plus; Substantial work providing telephony services for a large IT organization is a plus; work experience utilizing the basic concepts of networking, telecommunications, and/or engineering was involved to provide user support; Telecommunications Certification Organization (TCO) certification; prior experience in project management of a telephony project; a results-driven person with excellent problem-solving skills is a plus; familiarity with using ServiceNow® as a ticketing platform.

Passing pre-employment criminal background screen is required as a condition of employment.

Delgado Community College is a State As a Model Employer (SAME) agency that supports improved employment opportunities for individuals with disabilities.