Telecommunications Equipment Operator

Full Job Description

This position is located in the Centralized Attendant Center of the VA Medical Center in Madison, WI.

MINIMUM QUALIFICATIONS One year specialized experience that equipped you with the knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled.

To be creditable, specialized experience must have been equivalent to at least the GS-04 grade level.

Examples of specialized experience include: operating, troubleshooting, and maintaining computer systems for telephone and paging systems.

This experience must be detailed in your resume to receive credit.

~OR~ A bachelor's degree or 4 years of successfully completed education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite.

This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university.

One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school.

Transcripts required. ~OR~ An equivalent combination of specialized experience and education as described that demonstrates your ability to perform the duties of the position.

Experience must be detailed in your resume and transcripts required.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Major Duties:

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Providing telecommunications support and customer service; Recognizing and routing patient and other inquiries to the correct clinic or office; Operating equipment to receive and connect incoming and outgoing calls using complex telecommunications computerized software; Providing customer service to a variety of difficult calls requiring personal involvement as threatening, abusive or distraught Veteran callers; Providing information to customers concerning telephone extensions, organizational functions, and staff information; Assisting officials responsible for the functioning of the program and identifying problem areas; Maintaining records of calls and events; Notifying the supervisor or telephone technician of system outages; Operating and maintaining computer systems and peripheral equipment; Answering, placing, and keeping detailed records of non-routine telephone related activities such as international calls/faxes; Training other personnel in the proper use, operation, and care of computer and telecommunications equipment; Using established procedures to perform recurring processes working without specific instructions; Communicating with and treating customers in a courteous, tactful, and respectful manner; Performing related duties as required.

Work Schedule: Monday through Friday, with rotating weekends and holidays. 33 hours per week between the hours of 8:00am and 4:30pm. Schedule to be determined.

NOTE: This is a part-time position (33 hours/week). The salary listed represents full-time employment and will be pro-rated based on the actual number of hours worked each pay-period.

Likewise, benefits and time-off accrual will also be prorated and based on your part-time work schedule. Recruitment & Relocation Incentives: Not authorized.

Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.