Communications Services Analyst I

The Communications Services Analyst I (CSA I) conducts studies of operating department telecommunications services, equipment, and systems. The CSA I will provide consulting, expediting and service provisioning coordination to meet communications operational requirements.

The CSA I usually works under the direction of the Supervising Communications Services Analyst or user agency personnel and support the management all aspects of one or more Telecommunications projects and order processing. The CSA I is primarily responsible for assisting departments in planning and installing communications equipment and systems for cloud-based voice solutions, Voice over Internet Protocol (VoIP), interactive voice response, automatic call distribution, and Private Branch Exchange (PBX) telephone switching, and in securing, coordinating, and expediting related services.

CSA s work under general supervision and must exercise skill in working with public and private sector representatives and have a thorough knowledge of telecommunications services, equipment, and systems.

The CSA I will identify the need for and determine operational requirements of communications services, equipment, and systems. They will facilitate the development for communications services, coordinates, expedites the provision of services; acts as liaison between departments to maintain continuity and integrity of communications systems; partake in planning space allocations for communications equipment; attend staff and management meetings on operations and activities; and attend public and private agency meetings which may affect communications requirements and planning activities.

CSA I is required to maintain a general awareness of technology and developments in the field of communications; conducts on-site evaluations to assess communications to effectively provide support of routine service requests and projects; supports service requests from inception through completion; coordinates the completion of service evaluations; coordinate the activities of both internal and external vendors and clients in support of service request or project; conducts billing investigations from initial inquiry through resolution; and uses spreadsheets to organize data with formulas and functions.

Experience with cloud-based voice, VoIP, PBX, IVR, and ACD.

Familiarity with service request lifecycle, vendor coordination, and on-site evaluations. Experience with MS Teams, Cisco Webex, Amazon Connect, Zoom, and Cisco UC or similar.