User Collaboration Specialist (Cisco IPT)

PA LAW CLERKS; Harrisburg (Dauphin County); Hybrid; USD 62,000 - 75,000; Full time

Benefits offered by this job

Day‑One Health Coverage

Hybrid schedule with 2 telework days

Paid holidays and vacation

Parental leave

Retirement plans

Free Parking

Job summary

The Administrative Office of Pennsylvania Courts (AOPC) is seeking a User Collaboration Specialist to oversee telephony, video conferencing, and related IT support across statewide locations. You will design, implement, and support IPT hardware/software, script automation for Cisco UCCX, and coordinate with vendors to ensure high availability of collaboration services.

You will train end users, assist with security system integrations, and maintain documentation and recovery plans.

Qualifications

• Associate degree in information technology (or equivalent).
• Two years IT experience, including one year in network operations/maintenance.
• Equivalent combination of education, experience, and/or training may be considered.

Responsibilities

• Designs, plans, installs, configures, maintains, and supports all hardware related to Analog and IP Telephony for Pennsylvania Court locations.
• Designs, plans, installs, configures, maintains, and supports all software related to Analog and IP Telephony (Cisco Call Manager, UCCX, Unity) and integrations (WebEx, Fax Server, security systems).
• Analyzes and re-engineers video conferencing to align with user needs and conducts cost-benefit analyses for changes.
• Writes, maintains, and supports scripts for Cisco UCCX to automate IT operations and help desk flows.
• Configures, maintains, and supports Enterprise Fax Server and its IPT interaction.
• Configures the IPT and security camera/door buzzer system interactions across sites.
• Monitors IPT infrastructure per approved methods and follows alert procedures.
• Uses IT application to log, respond to, and track trouble tickets.
• Coordinates with telco carriers and third-party vendors for ongoing support and service delivery.
• Supports PACourts WebEx hosted services and on-premises infrastructure by managing user accounts and training users.

Skills

Cisco IPT infrastructure

End-user support

Training users

Education

Associate degree in Information Technology

Tools

Cisco Call Manager

Cisco UCCX

Cisco Unity

WebEx

Xmedius Fax Server

Security systems

Enterprise Fax Server

IP Telephony hardware

Job description

The User Collaboration Specialist oversees the administration, hardware, and application support for all analog/IP telephony and video conferencing systems across the Supreme Court and the AOPC statewide locations. Reporting to the User Collaboration Supervisor, this position delivers custom scripted solutions, manages third-party telco/vendor service delivery, and provides hands‑on technical support to ensure continuous, high‑availability collaboration operations.

_ AOPC does not sponsor work visas. _

Job Duties

• Designs, plans, installs, configures, maintains, and supports all hardware related to Analog and IP Telephony (IPT) and voice gateways for Pennsylvania Court locations.
• Designs, plans, installs, configures, maintains, and supports all software related to Analog and IP Telephony at Pennsylvania Court locations, including Cisco Call Manager, Cisco UCCX, and Cisco Unity. This includes integration with specialized applications such as WebEx, Xmedius Fax Server, and security systems.
• Analyzes and re‑engineers video conferencing systems to align with current and future user requirements. Delivers cost‑benefit analyses and executes end‑to‑end implementations for all approved design changes.
• Writes, maintains, and supports coded scripts for Cisco UCCX to automate IT operations and support multiple Help Desk call flows.
• Configures, maintains, and supports the Enterprise Fax Server solution and its interaction with the IPT infrastructure.
• Configures, maintains, and supports the interaction between the IPT infrastructure and the proprietary security camera/door buzzer system at the judicial center and other remote site security systems.
• Uses current approved methods to monitor the status of all IPT infrastructure. Adheres to alert notification and follow‑up procedures.
• Utilizes the current IT application to accept, respond to, and track resolution of trouble tickets.
• Coordinates with telco carriers and third‑party vendors to facilitate ongoing technical support, service provisioning, and system changes.
• Supports the PACourts WebEx hosted services and on‑premises infrastructure by maintaining user accounts, training new users, and keeping updated on WebEx’s new features.
• Provides end‑user training on enterprise phone systems.
• Partners with the procurement office to ensure all hardware and software licenses are maintained.
• Analyzes hardware, configuration, and processes to recommend improvements.
• Creates documentation detailing logical and physical configuration of hardware. Creates backups and disaster recovery documentation.

Minimum Qualifications

• Associate’s degree in an information technology field; AND
• Two years of IT experience, including one year of technical experience in network operations/maintenance.
• An equivalent combination of education, experience, and/or training may be considered.

Requirements

• Experience with the Cisco on‑premises IPT infrastructure required.
• Satisfactory criminal background check required.

Key Benefits & Perks

• Day‑One Health Coverage: Comprehensive, low‑cost medical, dental, vision, and prescription plans for you and your eligible family members starting on your very first day.
• Generous Time Off:13 paid holidays, 12 paid sick days, and 12+ paid vacation days per year.
• Family Support:6 weeks of paid parental leave for eligible employees, plus access to a Healthcare Flexible Spending Account (FSA).
• Work‑Life Balance:Hybrid schedule offering 2 telework days per week following initial training.
• Financial & Personal Well‑Being:Structured salary increases, retirement plans, and free Employee Assistance Program (EAP) resources.
• Free Parking available in Harrisburg, Pennsylvania.

Salary information

Starting Annual Salary Range: $61,926 - $75,020