Telecommunications Equipment Operator

U.S. Department of Veterans Affairs; Madison (WI); On-site; USD 36,000 - 48,000; Full time

Job summary

The U.S. Department of Veterans Affairs, located at the VISN 12 Centralized Attendant Center in Madison, WI, seeks a Telecommunications Equipment Operator to provide comprehensive telephone and telecommunications support for VISN 12 facilities and customers.

This open and continuous announcement will review applicants and forward them to the Hiring Manager as positions are filled. Responsibilities include operating a complex centralized attendant telephone system, delivering high-quality

Qualifications

• Experience activating, monitoring and controlling computer systems comprised of multiple devices.
• Working with complex computerized telecommunications/phone systems.
• High level of customer service and communication to internal and external customers.
• Maintaining confidentiality of personnel and patient information.
• Experience with computers that process data in stored programs.

Responsibilities

• Performs telecommunications support assignments with a strong focus on customer service and routing inquiries.
• Operates VISN 12 Centralized Attendant telephone system to connect incoming/outgoing calls using complex equipment and software.

Skills

Customer service

Problem solving

Communication

Confidentiality

Education

Four years of education above high school

Transcript required for education quotation

Job description

Summary

The Telecommunications Equipment Operator provides comprehensive telephone and telecommunications support to all VISN 12 facilities and customers - and is part of the VISN 12 Centralized Attendant Center located at the William S. Middleton Memorial Hospital in Madison - WI. This is an Open and continuous announcement - applicants will be reviewed and sent to the Hiring Manager as they are submitted until vacancies are filled.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 09/30/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-05 position you must have served 52 weeks at the GS-04. The grade may have been in any occupation - but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year - it may not clearly demonstrate you possess one-year time-in-grade - as required by the announcement. In this instance - you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS- 04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include - but are not limited to: Experience activating - monitoring and controlling computer systems comprised of a number of different devices. Working with complex computerized telecommunications/phone systems. Providing high level of customer service and communication to internal and external customers. Experience in a position that required providing information - guidance and resources. Maintaining confidentiality of all personnel and patient information. Working with computers that process data in stored programs. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have have four 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 is creditable for this position. This education must have been obtained in an accredited business - secretarial or technical school - junior college - college or university (TRANSCRIPTS REQUIRED) OR Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education as described above (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/.

Duties

• Major duties include but are not limited to: Performs telecommunications support assignments - which involves a significant amount of customer service in recognizing and routing patient and other inquiries Provides information of a routine nature and receives and directs callers to the appropriate area Provides general telephone and visitor referral services Operates VISN 12 Centralized Attendant telephone system to receive and connect incoming and outgoing calls utilizing complex computerized equipment and telecommunications software Regularly provides customer service to a variety of difficult calls requiring personal involvement on the part of the employee - such as threatening - abusive - or distraught callers Initiates a trace with local telephone and police authorities on threatening or emergency related calls Answers/places recurring types of telephone calls such as internal network and routine long-distance calls Furnishes information to customers concerning telephone extensions - organizational functions - and staff information Operates computerized telecommunications systems - and/or performs support and service functions requiring knowledge of telecommunications processing sequences - procedures - user and/or program functions - computer requirements - and/or techniques associated with the maintenance of the system Performs work related to maintaining - listing - and monitoring computer generated telephone files Sets up - operates - and monitors
• computer systems and peripheral equipment such as printers - code alarms - and other monitoring equipment as needed Work Schedule: 8:00am to 4:30 PM - rotating weekends and holidays Position Description/PD#: Telecommunications Equipment Operator/PD11166A