Lead Collaboration and Telecommunications Specialist

Information Technology Specialist 1

Under the general direction of the Information Technology Supervisor 2, the Information Technology Specialist 1 configures, organizes, and leads the activities related to the maintenance and support of the CCC's collaboration and telecommunications tool, Microsoft Teams, as well as any associated devices, such as desk phones or video conferencing systems. This position's primary area of focus will be within the domain of System Engineering. The incumbent will also carry out tasks in the Client Services and Information Security Engineering domains, and other domains as needed. This position will administer the department's Microsoft Teams implementation, including configuration of teams, channels, policies, user settings, roles, and access controls. Monitors service performance, health, and usage trends using Microsoft 365 admin tools. Manages Teams lifecycle activities such as compliance settings and governance enforcement. Administers Teams Phone/Voice features, including call queues, auto-attendants, phone system licensing, and device provisioning. Coordinates with infrastructure teams to ensure Teams performance and reliability. They will also support any collaboration issues, providing resolution for the user base. This includes providing Tier 2 and Tier 3 support for complex Teams-related issues such as meeting problems, audio and video quality concerns, device compatibility, permissions conflicts, and integration failures. It includes troubleshooting escalated issues, coordinating with Microsoft, Polycom, or any other vendors when necessary, and maintaining clear technical documentation and knowledge resources to support enterprise-wide collaboration services. Additionally, they will also handle provisioning, communication with users, and documentation for the associated systems and existing implementations. This includes provisioning new users & sites, developing training materials, user guidance, and communication resources for Teams features. Ensure documentation is developed for existing systems and sites. Conduct user training sessions and support the organization in adopting new collaboration hardware, features, and changes. Research new collaboration and communication technologies as Teams/collaboration offerings evolve and evaluate fitment for the department's needs.