Telecommunications Equipment Operator - Part Time

Summary

The primary purpose of the position is to provide comprehensive telephone and telecommunications support to all VISN 12 facilities and customers, and is part of the VISN 12 Centralized Attendant Center located at the William S. Middleton Memorial Hospital in Madison, WI.

To qualify for this position at the GS-5 grade level you must meet one of the following criteria:

Specialized Experience
:
You must have at least one (1) full year of specialized experience equivalent to the next lower grade level (GS-4) in the Federal service, providing customer service, routing calls, maintaining call records, and operating related computer equipment. Experience must be fully documented on your resume with job titles, duties, dates, and hours worked per week (35‑40 hours per week).

Substitution of Education for Experience
:
You must have successfully completed four (4) years of post‑high‑school education above the high‑school level in any field. Education must be obtained at an accredited business, secretarial, technical school, junior college, college, or university and must be accompanied by transcripts (official or unofficial).

Combination of Experience and Education
:
You must have an equivalent combination of specialized experience and post‑high‑school education that meets the total qualification requirements for this grade level. Documentation requirements are the same as above.

For more information on these qualification standards, please visit the United States Office of Personnel Management’s website at https://(Use the "Apply for this Job" box below)..

• THIS IS NOT A VIRTUAL POSITION - YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION.
  
  NOTE:
  
  The closing date for this announcement has been extended until Wednesday - 7/8/2026 - due to low applicant pool.
• Applicants who have already applied do not need to re‑apply but may update their application materials up until the new closing date.
• This is a part‑time position (26 hours per week).
• The salary listed represents full‑time employment and will be pro‑rated based on the actual number of hours worked each pay period.
• Benefits and time‑off accrual will also be pro‑rated and based on your part‑time work schedule.
• Major duties include providing telecommunications support assignments involving customer service, recognizing and routing patient and other inquiries to the correct location and program.
• Provides telephone information and referral services to callers.
• Interviews incoming callers and routes calls to the proper destination.
• Operates the telephone system to receive and connect incoming and outgoing calls using a computerized telecommunications system.
• Provides customer service for difficult calls requiring personal involvement, including threatening, abusive, or distraught callers.
• Contacts local telephone companies and emergency authorities regarding threatening or emergency‑related calls.
• Receives telephone trouble calls, maintains a trouble log, and notifies appropriate personnel of system troubles.
• Operates the internal and external paging system.
• Maintains computerized telephone files and telephone directories.
• Updates computerized telephone files and directories as part of file maintenance.
• Sets up, operates, and monitors computer systems and peripheral equipment.
• Assists system users by troubleshooting telephone and computer‑related problems.
• Performs other related duties as assigned.
• Work schedule:
  
  8:00 am to 4:30 pm - rotating weekends and holidays - 26 hours per week.
• Recruitment & Relocation
  
  Incentives:
  
  Not authorized. Critical Skills Incentive (CSI):
  Not approved.