Assistant System Administrator, Unified Communications (LoP)

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Item 3.B-August 9, 2013
ADMINISTRATIVE FACULTY POSITION DESCRIPTION QUESTIONNAIRE
To expedite and facilitate the PDQ review process, please send the PDQ and Org Chart electronically to
[email protected] for discussion and for initial review before routing PDQ for approval signatures.
Questions - call UNR Faculty HR at 682-6114
INSTRUCTIONS: See http://www.unr.edu/hr/compensation-and-evaluation for complete instructions.
Incumbent(s) Name
OR New/Vacant:
Travis Jensen
Daniel Fenwick
New
CURRENT POSITION INFORMATION
Pos
Range /
Current Title:
#(s):
Class:
11913
1
Assistant System Admin, UC
11112
2
System Admin, UC
3
Senior System Admin, UC
Department: Information Technology
JCC
67283
67250
College/Division: Office of Provost
Account #(s): 1206-109-0612
Action Proposed: (check all that apply)
( ) New position: Proposed Range:
Proposed Title:
( ) Title Change, Proposed Title:
( ) Proposed Reassignment from Range
to Range
( ) Revised PDQ only (no change in range or title)
(X) Line of Progression (show titles below)
Assistant System Administrator, UC
System Administrator, UC
Senior System Administrator, UC (new)
Pos #:
11913
11112
Range:
1
2
3
JCC:
67283
67250
67429
EEO:
3J
3J
3J
I certify that the statements in this description are accurate and complete to the best of my knowledge.
____________________________________________________________
Employee’s Signature
__________________
Date
I/we have reviewed the statements in this form and they accurately reflect the job assignments.
____________________________________________________________
__________________
Immediate Supervisor’s Signature Scott Crow, Mgr, Unified Communications
Date
_____________________________/_______________________________
J. Bird Vilseck, Dir, Info Techngy / Kevin Carman, Exec Vice President
Director/Chair/Dean
and Provost
__________________
Date
Approved for Salary Placement Committee review.
____________________________________________________________
Pres / Vice Pres / Vice Prov Signature Stacy Burton
Vice Provost, Faculty Affairs
__________________
Date
Action Approved by the Provost/President (Completed by Faculty HR):
Effective Date:
8/1/2013
Approved Title: See Above
Employee signs on “final” stamped approved PDQ and sends to HR for personnel file.
Employee Signature:_______________________________________________ __________________
Date
Printed Name: ____________________________________________________
Rev: 10/1/2012
Position Description – Unified Communications – Line of Progression
Page 2
1. Summary Statement: State the major function(s) of the position and its role in the
university. Attach an organizational chart with positions, ranges, and names for the division
which reflects the position in it as well as those supervised in the department. (This section is
used for advertisement of the position.)
The System Administrator, Unified Communications (UC) is responsible for voice and data systems
programming, administration and support. The System Administrator(s) works within the team of
system administrators responsible for administering, maintaining, updating, and repairing
communication, email, VOIP and other systems. The position reports to the Manager, Unified
Communications in Information Technology (IT).
Range 1- Assistant System Administrator, UC:
The Assistant System Administrator, UC, is an entry level position providing routine support in a voice
and data environment with limited programming responsibilities. An Assistant System Administrator,
Unified Communications (UC), works under the guidance of other UC Administrators with the goal of
becoming experienced with voice and data best practices.
Range 2- System Administrator, UC (in addition to above R1):
The System Administrator, UC, works within the team of system administrators responsible for
administering, maintaining, updating, and repairing communication, email, VOIP and other systems.
The System Administrator, UC is the technical resource for the Unified Communications department.
Range 3-Senior System Administrator, UC (in addition to above R1& 2):
The Senior System Administrator, UC heads the team of system administrators and is the expert in
the area of unified communications. The position handles the most complex problems and guides the
group in completing assignments and training of new System Administrators and troubleshooting.
The Senior System Administrator, UC is able to serve as a technical resource for others due to their
comprehensive knowledge of UC systems.
2. List the major responsibilities, including percentage of time devoted to each. Provide
enough detail to enable a person outside the department to understand the job (percentage
first with heading and then bulleted information).
Range 1 - Assistant System Administrator, UC
60% Routine Support
 Provides routine technical administrative support for voice and data systems in the assigned
area under direction of UC Administrators
 Install, move, or change configuration of telephony and communication devices
15% - Programming
 Perform the required program additions or changes for programming devices
 Perform the required programming using the appropriate utility or coding tool
 Utilize database systems to program, change, and identify system and customer account
settings
15% - Customer Assistance
 Determine customer assistance needs through work order system documentation and direct
contact with customers
 Resolve customer requests for assistance by system programming changes, providing
documentation or one on one personal assistance to the customer as necessary or requested
Position Description – Unified Communications – Line of Progression
Page 3
10% - Best Practice Research
 Research voice and data systems programming and administration best practices and ensure
that all support performed by the individual encompasses these best practices whenever
possible
Range 2 - System Administrator, UC (in addition to above R1)
40% - System Administration
 Manage systems including file servers and applications to maintain at optimum service level,
including 911 Reporting
 Monitor and maintain the 911 Emergency Database (ALI), as assigned
 Review all application upgrades and make determinations and report findings of
recommended or required upgrades to management
 Monitor the systems regularly to verify proper functionality, adequate storage space and equal
distribution and load balancing for port allocation
 Maintain system calendars for departmental schedules and proper holiday programming
 Manage all aspects of the call center applications including file servers and PBX applications
to keep the numerous campus call centers fully functional and in excellent working condition
 Maintain system calendars for call center work schedules and proper holiday programming
 Monitor call center traffic and notify department managers when trends may be adversely
affecting office performance
 Stay current with best practice documentation and research
 Create and distribute metric reports as requested or needed
 Collaborate with other IT staff on the successful operation of campus critical systems
30% - Programming
 Determine specific requirements and necessary utilities for program additions or changes for
programming devices
 Perform the required programming using the appropriate utility or coding tool
 Utilize database systems to program, change, and identify system and customer account
settings
 Program accounts and settings for supplementary applications including call conferencing
system
30% - Customer Service
 Determine customer assistance needs through work order system documentation and direct
contact with customers
 Resolve customer requests for assistance by system programming changes, providing
documentation or one on one personal assistance to the customer as necessary or requested
Range 3 - Senior System Administrator, UC (in addition to above R1& 2)
25% - System Administration
 Same as above
25% - Second Level Support
 Act as technical resource for R1 and R2 system administrators and assist with problem
identification and resolution consistent with best practices for the UC hardware and software
 Train R1 and R2 system administrators in the use of new technologies
 Develop policies, procedures and guidelines to support efficient operations
 Deploy new technology equipment and protocols
Position Description – Unified Communications – Line of Progression
Page 4
25% - Programming
 Same as above
15% - Best Practice Research
 Research new and emerging technologies that may provide benefits consistent with current
and future university communication plans
 Deploys new technology, equipment and protocols
10% - Technical Documentation
 Document and maintain communication system’s configurations and infrastructures
3. Describe the level of freedom to take action and make decisions with or without
supervision and how the results of the work performed impact the department, division and/or
the university as a whole.
The System Administrator(s), UC, works independently to perform daily routine support, programming
and system administration activities and with team members to resolve issues that affect
communications services for the entire University community. These services include, but are not
limited to email, telephony, conferencing, instant messaging, collaboration and the underlying
hardware systems these and other services run on. The Manager, Unified Communications, is
consulted when system problems or abnormalities are discovered, on architecture issues, and in
establishing goals and objectives.
Level of Freedom:
Range 1 - Assistant System Administrator, UC
The Assistant System Administrator, UC, must work independently on assigned jobs but will have
direct oversight by the technical supervisor and follow specific instructions for completion of duties.
Range 2 - System Administrator, UC
The System Administrator, UC, functions independently to resolve issues related to customer
requests within the standards and best practices established for Unified Communications.
Range 3 - Senior System Administrator, UC
The Senior System Administrator, UC, mentors other System Administrators and provides training
and troubleshooting guidance so must work independently and with a low level of supervision of tasks
assigned. Initiative and independent judgment are required to resolve problems and implement new
technology.
Impact:
Range 1 - Assistant System Administrator, UC
If jobs are not completed timely and efficiently, students, educators, and University administrators will
be unable to complete their work successfully. Nonperformance or not meeting completion deadlines
would affect the overall credibility of the unit to serve its customers.
Range 2 - System Administrator, UC
Providing effective and timely solutions to voice, data, and networking problems is essential to the
fulfillment of instructional and research agendas and supports faculty and student success. Shutdown
or system problems of unified communication services affect the ability of students, educators, and
University administrators to complete their work successfully.
Position Description – Unified Communications – Line of Progression
Page 5
Range 3 - Senior System Administrator, UC
If System Administrators, UC, are not trained appropriately in troubleshooting and correcting
problems, it would negatively impact the ability of students, educators, and University administrators
to accomplish the mission and goals of the University.
4. Describe the knowledge, skills (to include cognitive requirement and verbal and written
communication), and abilities (to include task complexity, problem solving, creativity and
innovation) essential to successful performance of this job (in bullet format).
Knowledge of:
Range 1 - Assistant System Administrator, UC
 System administration for PBX, voice mail, ACD
 Punch to service block
 Analog, Digital and IP telephone features, programming and functionality
 Telephony voice and data systems
 Tone locations and cable pairs
 Application administration for systems
 Microsoft Operating Systems and Office Suite
Range 2 - System Administrator, UC (in addition to R1)
 System administration for PBX, voice mail, ACD and the associated servers.
 Microsoft Operating Systems, and server hardware
Range 3 - Senior System Administrator, UC (in addition to R1 and R2)
 New and emerging technologies appropriate to University communications
 Administration for unified messaging, dial plans, hunt groups, phone gateways and session
boarder controllers.
 Microsoft Operating Systems, and server hardware
Skills:
Range 1 - Assistant System Administrator, UC
 Excellent verbal and written communication
 Database management
 System programming
 Problem solving
Range 2 - System Administrator, UC (in addition to R1)
 Management of complex and integrated systems and applications
Range 3 - Senior System Administrator, UC (in addition to R1 and R2)
 Provide technical problem solving resources to less experienced System Administrator(s), UC
Ability to:
Range 1 and 2:
 Take direction
 Identify problems
 Resolve conflicts in a polite and managed demeanor
 Understand needs communicated by persons unfamiliar with the technical aspects of the
request being made
 Understand inter-workings and dependencies of integrated systems and applications
 Maintain databases in current, correct, and up to date status
Position Description – Unified Communications – Line of Progression
Page 6
Range 3 - Senior System Administrator, UC (in addition to R1 and 2)
 Assess University communications infrastructure to identify areas needing improvement and
develop plans to improve these areas
 Develop policies, procedures and guidelines
5. Describe the type of personal contacts encountered in performing the duties of the job.
Explain the nature and purpose of these contacts: i.e., to provide services, to resolve
problems, to negotiate.
Internal
Range 1,2 and 3:
Customers (faculty, staff and
students)
Help Desk Personnel
Reason for Contact
External
Range 1:
Technical Support Services
Reason for Contact
Range 2 and 3:
Vendors
Prospective Vendors
To provide end-user assistance or to implement changes to their
telephone system records or devices on a routine basis
To receive or clarify disseminated information received,
particularly through the campus work order system
To get additional or undocumented information regarding the
products within the scope of responsibility
To get updated information, maintenance or repair of warranted
systems or pricing of upgrades and new systems
To inquire about product compatibility to meet the needs currently
being reviewed
6. Indicate the minimum qualifications which are necessary in filling this position should it
become vacant. Please keep in mind the duties/responsibilities of the position rather than the
qualifications of the incumbent.
a.
Minimum educational level, including appropriate field, if any.
Ranges 1, 2, and 3:
Bachelor’s Degree from a regionally accredited institution
b.
Minimum type and amount of work experience, in addition to the above required
education necessary for a person entering this position.
Range 1 - Assistant System Administrator, UC
Bachelor’s Degree and one year of technical experience in an enterprise or university
computing or voice/data environment
Range 2 - System Administrator, UC
A Master’s Degree, or a Bachelor’s Degree and two years, of IT experience in an
enterprise or university environment or voice/data environment
Position Description – Unified Communications – Line of Progression
Page 7
Range 3 - Senior System Administrator, UC
A Master’s Degree, or Bachelor’s Degree and four years, of IT experience in an
enterprise or university environment and voice/data environment
Preferred Licenses or Certifications: None
c.
Indicate any license or certificate required for this position.
None
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