ADMINISTRATIVE OFFICER III

15

Baltimore, Maryland

The purpose of this position is to assist in executing the mission of the Department of Labor, Licensing, and Regulations and achieving the agency's goals through the administration and support of Unemployment Insurance communication systems; telecommunication reporting; and serving as back-up for UI Communications Officer.

This position with provide quality customer service and when handling the following duties:

 - Administer and support business and public facing telecommunication systems for the Division of Unemployment Insurance.

- (4) Claimant call centers -Towson, College Park, Salisbury, and Cumberland

- (2) Adjudication centers - Hagerstown and Waldorf

 - (1) Tax Auditor center - Patapsco

- MAT-Maintenance Administration Terminals

- ACD - Automatic Call Distribution software

- GNAV- Global Navigator

 - lnfotrel - call accounting system

- (6) NEC SV8500 Primary Branch Exchange (PBX)- (claims call centers)

- 1 NEC SV8100 - Waldorf

- 1 NEC 2000 - Hagerstown

- 5 Voice mail Systems (claims call centers)

 - UPS/ Battery Backup

- Analyze systems and coordinate regular preventative maintenance with vendors to ensure adequate telephone service for all of Maryland's unemployed citizens

. - Conduct phone calls to all external facing main telephone numbers and voice mail pilots each morning before queues open to determine if greetings and voicemail are operational.

 - Monitor each Sites PBX daily to diagnose any supplementary, minor or major alarms received from Verizon. Contact maintenance vendor if problem exists on agency equipment; if issue is caused on service provider equipment, contact service provider and open a trouble ticket.

 - Train staff to successfully operate client-side video and telecommunication software and hardware.

- Create new voicemail box and reset pass code to voicemail at the request of staff.

- Compile data and create periodic metrics and ad-hoc reports using Infortel and GNA V client software.

- Review local, long distance, toll free, translation and conferencing monthly billing invoices to ensure charges are as stated in contract rates then submit invoices to Accounts Payable for payment.

- Coordinate with maintenance vendor and DolT to resolve issues and process work requests. Foster a Business-Friendly Environment:

- Responsible for supporting and maintaining video conferencing systems and software.

 - Responsible for assigning units or staff to RightFax fax server by creating 930 work order with DoIT support e-fax systems by training users and coordinating with DoIT to investigate and resolve user issues.

Education: Possession of a Bachelor's degree from an accredited four-year college or university.

Experience: Three years experience in administrative or professional work.

Notes:

1. Candidates may substitute additional experience in administrative staff or professional work on a year-for-year basis for the required education.

 2. Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 semester credit hours for each year of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required education and experience.

Applications that meet the minimum and/or selective qualifications will be referred to the hiring manager for interview selection. Units will select those candidates most closely demonstrating the qualifications for interview.  

Must have 6 months experience working with matrix.

Must have 6 months experience using Microsoft Visio.

- Prior experience supporting NEC phone systems.

- Degree in Public Administration, Communications or related field preferred.

- Experience creating requisitions and purchase orders (FMIS preferred).

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (DLLR/DUI) to determine whether any monies are owed to DLLR/DUI as a result of an unemployment insurance overpayment and/or fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.

Applicants must provide sufficient information on the application to show they meet the qualifications for this recruitment. RESUMES ARE NOT ACCEPT ABLE AND NOT CONSIDERED IN THE SELECTION PROCESS.

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered. Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates most closely demonstrating the qualifications for interview.

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans’ status. 

If you are unable to apply online, or encounter difficulty attaching required or optional documentation, you may submit via email chevelle.wise@maryland.gov or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

Completed applications, required documentation, and any required addendums may be mailed to:

DLLR Office of Human Resources
Attn: 18-002247-0024 (Administrative Officer III) CW
1100 N. Eutaw Street, Rm. 100
Baltimore, MD 21201

The MD State Application Form can be found online

Department of Labor, Licensing and Regulation is an equal opportunity employer. It is the policy of DLLR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.