Unified Communications Analyst

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation.

The Unified Communications Analyst tracks Unified Communication and Telecommunication incidents and requests with service providers. You will coordinate activity with vendors and agency personnel and provide status updates to customers. The Analyst also supports Unified Communications desktop software applications and Outlook add-ons. You will assist with improving processes by running reports necessary to assess applications.

This is an onsite position at the Indiana Government Center in Indianapolis, Indiana.

This position traditionally starts at an annual salary of $55,224 but may be commensurate with education and job experience.

Use our Compensation Calculator to view the total compensation package.

The essential functions of this role are:

• Assist with testing during upgrades and new deployments.
• Assist with deployment of phones during relocation of agency office due to disaster.
• Place, track, and close requests and incidents with the State's Unified Communication and Telecommunication service providers; requests include, but are not limited to, moves/adds/changes and disconnects for phones, voicemail, desktop software, audio conference bridge, and related services.
• Manage voicemail and audio conference bridge services.
• Support Unified Communications desktop software and Outlook addons, support queue management.
• Troubleshoot and manage moderately complex unified communications issues that may involve UC software.
• Quote Unified Communications services.
• Generate customer Unified Communication reports.
• Work Unified Communication tickets to resolve incidents, requests and provide customer support.
• Use various vendor online web-enabled portals for requests, incidents, billing and tracking, as well as an in-house expense management system.
• Provide and update Unified Communication documentation for agency and team record keeping and archive.
• Required to be available during non-business hours as dictated by Manager or Supervisor.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

You must meet the following requirements to be considered for employment:

• Minimum of an Associate's Degree required and a minimum of 5 years' job experience in supporting Unified Communications services.
• Extensive knowledge of telephony features and systems such as voicemail and audio conferencing.
• Extensive knowledge of PBX, KTS, Voice over IP (VoIP).
• Unified Communication and/or Telecommunication or related certifications required.
• Very proficient knowledge of Outlook, Email, Word and Excel.
• Very proficient oral and written communication skills are required.
• Able to perform essential functions with or without reasonable accommodation.

This role may be utilized in a supervisory capacity based on agency needs.

The State of Indiana offers a comprehensive benefits package for full-time employees that includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program:
  Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
  • Combined 180 hours…