User Collaboration Specialist; Cisco IPT

The User Collaboration Specialist oversees the administration, hardware, and application support for all analog/IP telephony and video conferencing systems across the Supreme Court and the AOPC statewide locations. Reporting to the User Collaboration Supervisor, this position delivers custom scripted solutions, manages third-party telco/vendor service delivery, and provides hands‑on technical support to ensure continuous, high‑availability collaboration operations. AOPC does not sponsor work visas.

• Designs, plans, installs, configures, maintains, and supports all hardware related to Analog and IP Telephony (IPT) and voice gateways for Pennsylvania Court locations.
• Designs, plans, installs, configures, maintains, and supports all software related to Analog and IP Telephony at Pennsylvania Court locations, including Cisco Call Manager, Cisco UCCX, and Cisco Unity.
• This includes integration with specialized applications such as Web Ex, Xmedius Fax Server, and security systems.
• Analyzes and re‑engineers video conferencing systems to align with current and future user requirements.
• Delivers cost‑benefit analyses and executes end‑to‑end implementations for all approved design changes.
• Writes, maintains, and supports coded scripts for Cisco UCCX to automate IT operations and support multiple Help Desk call flows.
• Configures, maintains, and supports the Enterprise Fax Server solution and its interaction with the IPT infrastructure.
• Configures, maintains, and supports the interaction between the IPT infrastructure and the proprietary security camera/door buzzer system at the judicial center and other remote site security systems.
• Uses current approved methods to monitor the status of all IPT infrastructure.
• Adheres to alert notification and follow‑up procedures.
• Utilizes the current IT application to accept, respond to, and track resolution of trouble tickets.
• Coordinates with telco carriers and third‑party vendors to facilitate ongoing technical support, service provisioning, and system changes.
• Supports the PACourts Web Ex hosted services and on‑premises infrastructure by maintaining user accounts, training new users, and keeping updated on Web Ex’s new features.
• Provides end‑user training on enterprise phone systems.
• Partners with the procurement office to ensure all hardware and software licenses are maintained.
• Analyzes hardware, configuration, and processes to recommend improvements.
• Creates documentation detailing logical and physical configuration of hardware.
• Creates backups and disaster recovery documentation.

Associate’s degree in an information technology field; AND Two years of IT experience, including one year of technical experience in network operations/maintenance. An equivalent combination of education, experience, and/or training may be considered.

Experience with the Cisco on-premises IPT infrastructure required. Satisfactory criminal background check required.

• Day-One Health Coverage:
  Comprehensive, low-cost medical, dental, vision, and prescription plans for you and your eligible family members starting on your very first day.
• Generous Time Off: 13 paid holidays, 12 paid sick days, and 12+ paid vacation days per year.
• Family Support: 6 weeks of paid parental leave for eligible employees, plus access to a Healthcare Flexible Spending Account (FSA).
• Work-Life Balance:
  Hybrid schedule offering 2 telework days per week following initial training.
• Financial & Personal Well-Being:
  Structured salary increases, retirement plans, and free Employee Assistance Program (EAP) resources.
• Free Parking available in Harrisburg, Pennsylvania.

Starting Annual Salary Range: $61,926 - $75,020

In the Pennsylvania Courts, people are our priority. Become part of a dynamic and diverse branch of government focused on promoting access to justice for all. Discover fulfilling opportunities that align with your passion, and be part of a team dedicated to making a positive impact through public service. Explore the possibilities with us at the Pennsylvania Courts - where career meets purpose.