IT Statewide Systems Technician ; Service Delivery B

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the Network Communication Services Section.

The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The Office of Technology Services will work to increase the return on the State’s investment in technology by promoting smart decision‑making, solving problems intelligently, increasing the rate of project success, and fostering a skilled and professional staff.

This position within the Office of Technology Services (OTS) – Network Communications Services (NCS) provides advanced technical support in the design, implementation, and maintenance of highly complex communication systems and services, including Contact Center (ACD), VoIP, eFax, and legacy voice platforms. This role requires an in‑depth understanding of voice and network service standards and integrations. The position plays a critical role in service modernization efforts, providing advanced technical consultation in migrations from legacy technologies to next‑generation solutions.

The role emphasizes a strong commitment to customer satisfaction, operational efficiency, and vendor coordination. The incumbent conducts communications efficiency audits to identify cost‑saving opportunities, service optimization strategies and works closely with internal teams to ensure reliable service delivery that is aligned with NCS and customer strategic goals.

• Four years of experience in information technology; or six years of full‑time work experience in any field plus two years in information technology; or associate’s degree in information technology plus two years of experience; or bachelor’s degree plus two years in information technology; or bachelor’s degree with 24 semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus one year in information technology;
  
  or master’s degree plus one year in information technology.

EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full‑time work experience in any field. The maximum substitution allowed is 120 semester hours, which substitutes for a maximum of four years of experience in any field.

NOTE:

A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.

• Lead the design, configuration, and implementation of complex Contact Center, VoIP, IP PBX, SIP trunking, eFax, and messaging solutions
  , including advanced call flows, IVR scripting, routing strategies, and billing management.
• Collaborate with agencies and end-users to gather business requirements, provide technical consultation, and ensure solutions align with operational needs and enterprise technology standards.
• Develop and maintain voice service documentation, automation, system configurations, and evaluate emerging communications technologies to enhance statewide service capabilities.

• Plan and execute migrations from legacy telecommunications platforms to modern IP‑based communication services
  , ensuring minimal disruption and service continuity.
• Provide technical expertise for eFax migrations, configuration management, security, troubleshooting, and specialized support for network components impacting service reliability.
• Advise agencies on migration strategies, system dependencies, and modernization efforts to improve long‑term communications infrastructure.

• Provide advanced troubleshooting, root cause analysis, and escalation support for critical VoIP, Contact Center (ACD), voicemail, and telecommunications service incidents.
• Mentor lower‑level staff and cross‑functional teams on troubleshooting methodologies, system support, and inventory management software.
• Develop and…