IT Voice Services and Telecom – Lead

Description

Position Summary

Why It’s a Great Opportunity: 

Join the Pierce County IT Voice Services team! As a Lead IT System Engineer, you’ll be at the forefront of providing top-notch IT support and technical solutions for various County departments. Pierce County uses a cutting-edge VOIP system based on Avaya Aura. Your role will involve key tasks like supporting telecom and voice technology across the organization, directly helping end users, ensuring smooth processes and service requests, overseeing IT operations, and working with department experts to plan new voice technologies. You’ll also collaborate closely with other IT teams to support a wide range of County tech solutions. Your work will help departments and employees effectively and securely use both internal and contracted voice services.

Why It’s a Great Department: 

The IT Division has an excellent reputation as an employer committed to providing top-notch service. We are a national leader in delivering public services through innovation. Our diverse technology solutions are all supported by a robust and secure hybrid infrastructure of on-premises and cloud-based solutions. We are a team that fully embraces an inclusive and diverse environment and believes in a positive, collaborative team-focused approach where we support one another and the work we do. The work you do in this division matters.

Learn more about Information Technology here.

How to be Successful in the Role: 

This customer service focused position requires you to establish strong working relationships with County staff, IT leadership, elected officials, and internal and external stakeholder groups. You will need to provide excellent communications delivering technical information and direct support to a technical and non-technical audience using written, verbal, and other presentation methods. The ability to effectively meet assignment and project goals, problem-solve, and collaborate will help you succeed in this role. The ability to integrate with the larger IT division providing professional customer and cross unit team support as well as solidly demonstrate the development of required understanding for the system architectures, cyber security frameworks, and all system standards used by Pierce County will be key.

To ensure your success you will meet with your supervisor regularly to set expectations and goals for yourself, review key work program tasks and achievements, and introduce you to the current policies and procedures and technology.

Your Future in this Role: 

IT has a comprehensive on-boarding process that exposes you to all department functions and processes and involves real time training opportunities alongside more experienced teammates. You will have additional training/educational opportunities through LinkedIn Learning and IT subscriptions with an emphasis on current project and operational areas. You can expect to learn and grow daily both technically and professionally. This position is a component of an IT Systems Engineer series which offers a great foundation for future positions within IT and Pierce County. 

Core Daily Responsibilities:

• Provide consultation and operational support for customer departments regarding voice services solutions, client-oriented technology project implementations, technology budgets, relocation services, and user application productivity including meeting training needs.
• Deploy, maintain, manage, and upgrade Avaya Voice Communication components installed and configured within a virtualized server environment.
• Install, configure, and maintain Avaya G4xx gateways.
• Troubleshooting of endpoints, includes TDM, VOIP, SIP, and Clients deployed to Apple and Microsoft Platforms and troubleshooting carrier issues for both SIP and TDM facilities.
• Work on IT projects and be able to see project from planning stages to completion.
• Work with new hardware and software technologies and be able to understand and learn voice services technologies and become a Subject Matter Expert (SME) as needed or delegated by manager.

A classification description with a more detailed list of essential functions can be found here.

Qualifications

Minimum Qualifications:

• Additional education or experience may substitute for the recruiting requirements.
• A Bachelor of Arts or Bachelor of Science degree in information technology, computer sciences, business, public administration, or related field AND
• Four or more years of information technology experience required.

Preferred Competencies and Experience:

• Superior customer service skills.
• Excellent verbal and written communication skills.
• Experience supporting Avaya Aura technologies: SMGR, SM, CM, AADS, AMS, SBC, AES, CMS & AAEP Knowledge.
• Experience with Avaya call distribution applications and telephony transport solutions and technologies such as SIP endpoints and SIP trunking.
• Strong experience with Linux and Windows server platforms supporting IP based applications, certificates, security, and updates.
• Working understanding of the deployment and configuration for Avaya System Manager, Session Manager, Communication Manager and Aura Messaging platforms.
• Knowledge of voice mail components.
• Understanding of IP networking, switches, and routers.
• Intermediate skill level in the following areas:
• Microsoft Windows based computers and peripherals
• Computer networking
• Microsoft 365 Applications and Services
• Apple iOS devices
• Enterprise IT security practices

Special Requirements and / or Qualifications: 

• Applicants must be currently authorized to work in the United States on a full-time basis.
• A valid Washington State driver’s license may be required when travel is required of the position.
• Fingerprint and in-depth criminal history check (limited to the last 10 years) will be required.

As a condition of employment, the applicant will need to authorize and complete a background check. Information received from the background check is reviewed case-by-case and will not necessarily remove an applicant from consideration.

Supplemental Information

To be considered for this opportunity please:

• Complete and submit a detailed online Pierce County Employment Application by selecting “APPLY” above or go to: www.piercecountywa.org/jobs.
• If you have a question about this opportunity, please email the Recruitment Team at PCHRRecruit@piercecountywa.gov and specify the Job Number and Title.
• If you do not have internet access, you may visit your local public library or any WorkSource location and use their computers.
• Individuals needing accommodation in the application, testing process or need this job announcement in an alternative format may call Human Resources at (253) 798-7480, at least two days prior to the need.

This is a competitive selection process. Your application will be reviewed and evaluated for the quality and quantity of education/experience in the areas listed. Applicants whose qualifications most closely correspond to the County’s needs will be eligible for further consideration. Notification of application status normally occurs 2 to 3 weeks after the closing date. Short notice may be given to applicants to participate in further selection processes which may include assessments, phone screen, and interviews.

At Pierce County, diversity, equity, and inclusion means commitment, not a single step. We strive to foster an inclusive environment that supports equitable access to opportunities throughout your career. We want to recruit, develop, and maintain a talented workforce from various backgrounds, cultures, lifestyles, and perspectives, committed to our vision. Employees of the County have local, direct, and visible impact in our diverse community. Will you join us in keeping Pierce County a great place people are proud to call home?

We are unable to sponsor or take over sponsorship of an employment visa at this time.

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Pierce County offers a competitive benefits package that offers flexibility and peace of mind. We are proud to offer Employee Resource Groups, a focus on professional development in our Leadership Training Program, and a County Book Club. 

We understand that your life revolves around more than just your career and that your priority is making sure that you and your family maintain health and financial security. That’s why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Our benefits:

Vacation (Annual Leave)

After approximately six months, employees receive six days of vacation leave. 

Since we value your experience, the amount of vacation you can accrue increases the longer you work with us. Vacation accrues on a bi-weekly basis for full-time employees as follows:

Vacation Accruals:

During years 1-3, 12 Days

During years 4-7, 16 Days

During years 8-13, 20 Days

During years 14-18, 23 Days

During years 19, 24 Days

During years 20, 25 Days

During years 21, 26 Days

During years 22, 27 Days

During years 23, 28 Days

During years 24, 29 Days

During years 25 & thereafter, 30 Days

A maximum of 45 days may be carried from one year into the next.

Pro-Rated for Part-Time based on % of 1.0 FTE.

Military Leave:

Pierce County has a proud history of supporting the armed forces and provides members of the armed forces with up to 21 days paid military leave per state fiscal year.

Holidays:

Some full-time employees are entitled to eleven paid holidays as follows: 

New Year’s Day – January 1

Martin Luther King, Jr’s birthday – Third Monday in January

President’s Day – Third Monday in February

Memorial Day – Last Monday in May

Juneteenth – June 19

Independence Day – July 4

Labor Day – First Monday in September

Veteran’s Day – November 11

Thanksgiving Day – Fourth Thursday in November & Friday after

Christmas Day – December 25

Personal Holidays:

Regular full-time and regular part-time employees, and employees occupying limited duration positions, shall also receive two additional paid personal holidays. Paid personal holidays shall only accrue for those employees on County payroll as of January 1 of each year or the first work day following January 1 and must be taken during the calendar year in which it was accrued.

Furlough:

Some Pierce County employees may be designated to receive 10 “furlough” days per year in lieu of holidays. Furlough days are available for use on January 1 and must be scheduled and taken within the calendar year. Employees who leave employment with Pierce County must reimburse the employer for used furlough days based upon the number of remaining holidays.

Sick Leave:

Sick leave accrues on a bi-weekly basis, at the rate of one day per month.

Insurance Benefits:

Employees and families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with very affordable monthly premiums that offer coverage throughout Pierce County. Employees are eligible to enroll each year in a flexible spending plan, which enables them to use tax-deferred dollars toward their health care and dependent care expenses. Employees also have the opportunity to participate in supplemental life and long term disability insurance plans. To view premium rates, summary of benefit coverage, and other information, please visit the Pierce County Health Benefits website.

Retirement and Deferred Compensation:

Pierce County employees are members of the State of Washington’s Department of Retirement System (DRS) and depending on the position or previous DRS enrollment will be able to enroll in one of many programs DRS offers. For additional information, check out the Department of Retirement Systems’ web site.

Employees also have the ability to participate in the Nationwide Deferred Compensation Plan. This is a supplemental retirement savings program that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security:

All Pierce County employees are covered by the federal Social Security and Medicare systems. The county and the employee pay an equal amount into the system.

Miscellaneous Benefits:

Please visit Pierce County’s Benefits website for more information.

Telework/Remote Options:

Some departments allow for telework or work-from-home options dependent on the body of work. Learn more about our telework policy here. 

• All employees are required to be WA State residents after 30 days of employment.

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