New

IT Telecommunication Technician III

City of Garland
United States, Texas, Garland
200 North 5th Street (Show on map)
Dec 08, 2025
Summary Responsible for performing advanced installation, configuration, maintenance, and troubleshooting of telecommunications systems and infrastructure to ensure reliable voice and data communications throughout the City of Garland. This position supports Avaya voice platforms, IVR systems, voicemail, PBX/VoIP, and fiber and copper cabling infrastructure, providing high-quality customer service and technical expertise to City departments. Pay Range: $31.48 - 40.42 (Depending on qualifications and experience) *Essential Duties and Responsibilities include the following. Other duties may be assigned.* Perform advanced installation, maintenance, and repair of Avaya telecommunications systems, including PBX, VoIP, voicemail, call center, and IVR (Interactive Voice Response) systems. Configure, test, and troubleshoot voice and data communications equipment, ensuring proper connectivity and operation. Maintain and support City-owned copper and fiber-optic infrastructure that supports telephony and network systems. Coordinate with contractors and IT staff for cabling installation, testing, and documentation of telecommunications infrastructure. Manage and maintain telecommunications hardware such as Avaya handsets, switches, routers, and associated peripherals. Review and complete Telecommunications work orders in the City's Service Desk system, ensuring all tasks meet service level agreements and quality standards. Maintain accurate documentation of system configurations, call flows, wiring layouts, and IVR routing. Conduct periodic quality checks on system performance and assist in implementing upgrades or improvements as needed. Collaborate with IT staff to ensure integration between telephony systems and the City's data network. Provide technical support and training to end-users regarding Avaya and IVR features and functionality. Maintain inventory of telecommunications equipment and assist in reviewing vendor services and billing for accuracy. Respond to emergency service requests and participate in after-hours on-call rotation to maintain critical communications. Minimum Qualifications Associate's degree 6 years of experience operating and supporting telecommunications systems Vendor certified training in appropriate telecommunications systems Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. Preferred Qualifications Education/ Experience Bachelor's degree in Electronics or related field of study Eight (8)+ years of experience operating and supporting telecommunications systems including Avaya voice platforms, IVR, telephone switching, carrier equipment, and communications hardware. Experience maintaining phone lines, phone systems, voicemail systems, long-distance services, and fiber/copper network infrastructure (excluding splicing). Knowledge, Skills & Abilities Advanced knowledge of Avaya telecommunications systems, including PBX, VoIP, and IVR technologies. Strong understanding of fiber and copper cabling standards and network connectivity principles. Proficiency in diagnosing and resolving complex telephony and IVR issues. Ability to read and interpret technical drawings, schematics, and wiring diagrams. Skill in using telecommunications test equipment and diagnostic tools. Excellent interpersonal skills and ability to communicate effectively with internal customers. Strong attention to detail, organization, and documentation. Ability to work independently and manage multiple tasks in a fast-paced environment. Licenses and Certifications Valid Class C Texas driver's license Physical Requirements / Work Environment The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The incumbent works in a typical office environment; occasional exposure to unpleasant environmental conditions and/or hazards. The position requires that the incumbent be able to lift 30 pounds, work in close / cramped areas, work in dusty conditions, work in low-light conditions and be able to sit, stand, kneel, crouch and bend for brief periods of time. The position requires that the incumbent be able to work while standing on a ladder or other appropriate device to elevate the incumbent to the level of the work. The incumbent must be able to use fingers to feel and have sufficient dexterity to sort and hold small wires and install small connectors into sockets. The incumbent must be able to discern a broad spectrum of colors used in network cable. The position requires occasional outside work and the ability to work on-call as needed for urgent issues.