This position is located within the Centralized Attendant Center at the William S. Middleton Memorial Hospital in Madison, WI. The Telecommunications Equipment Operator performs a variety of different duties relating to the provision of telephone and related telecommunications services to all facilities.
To qualify for this position at the GS-5 level, you must meet one of the following requirements: SPECIALIZED EXPERIENCE: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-4) in the Federal service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of a Telecommunications Equipment Operator and that is typically in or related to the work of the position to be filled. Specialized experience includes: providing information of a routine nature; receiving and directing callers; providing general clerical and referral services; connecting incoming calls using telecommunications system; maintaining records of calls; and operating and monitoring computer systems. NOTE: Applicants wishing to receive credit for such experience must clearly indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. ~OR~ EDUCATION: Successfully completed four (4) years above high school in any field which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. ~OR~ COMBINATION: Equivalent combination of successfully completed post-high school education (beyond the second year) and specialized experience, as described above, which meet the total qualification requirements for this grade level. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university. NOTE: Your experience must be documented in your resume and transcripts are required. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Computer Skills Interpersonal Skills Problem Solving Telecommunications IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Physical Requirements: The person selected for this position will spend most of their time standing, sitting, and moving about in the clinical setting. A degree of manual dexterity is required in manipulating the controls of instrumentation and use of computers. 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/.
***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** The major duties include but are not limited to: Performs telecommunications support assignments which involve a significant amount of customer service in recognizing and routing patient and other inquiries to the correct location and program; Represents the VA with positive interactions enhancing the Veteran/Customer experience; Greets telephone customers, assesses needs and accurately transfers calls to appropriate department or individual; Provides general telephone information and visitor referral services upon request such as: appointment details, telephone numbers, resources and clinic hours/location; Operates telephone system to receive and connect incoming and outgoing calls by utilizing complex computerized equipment and telecommunications software; Interviews incoming callers and routes the calls to their proper destination; Regularly provides customer service to a variety of difficult calls; Initiates a trace with local telephone and police authorities on threatening or emergency related calls; Processes reports of telephone system outages and documents the issue in a technical log; Operates the internal and external paging system; Maintains, lists and monitors computer generated telephone files; Performs file maintenance work such as updating usernames, departments and telephone directories; Operates and monitors computer system and peripheral equipment such as telephones and printers; Performs routine tests on computer and telecommunications equipment for operation; Performs appropriate system maintenance procedures; and Performs other related duties as assigned. Work Schedule: Monday-Friday; 8:00am-4:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved