BASIC PURPOSE OF THE JOB

Under direct supervision, operates and maintains basic telecommunication functions and facilitates small projects. Performs tasks with low risk to the environment. Designs, manages, implements, tests, documents, and supports enterprise telecommunications systems including, PBX, paging, carrier services, wireless, fax servers, call accounting and infrastructure.

REPORTS TO

• Director, Technology Services

JOB REQUIREMENTS

Supervisory Responsibilities: No

Minimum Education: Associate's degree in computer science, telecommunications, or related field.

Degree: Computer science, telecommunications, or related field

License/Certification Required: None

Minimum Work Experience: Two years’ experience in Information Technology, Telecommunications, or a related field.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent oral and written communication skills.
• Service oriented.
• Able to work independently.
• Is proactive and makes routine decisions independently.
• Must have above average problem-solving skills.
• Excellent organizational, time management and customer service skills.
• Proficient in MS Office, Outlook, Excel and PowerPoint and other computer applications.

DUTIES AND RESPONSIBILITIES

o Provides support and coordination for the maintenance and implementation of telephony communications infrastructure.

o Ensures telephony systems meet uptime requirements by reporting and identifying service interruptions through established measurement procedures for scheduled maintenance windows and unscheduled service events.

o Implements scheduled test procedures to verify functionality in accordance with industry best practices compliance standards.

o Implements maintenance plans and ensures that systems receive updates and remain effective by identifying, planning for and acquiring tools, methodology and procedures for upgrades or replacement often telephone components through annual budget processes.

o Performs break fix and operational support for all telephone systems. Resolves incidents and problems with telephone services including voicemail, call routing, dial plans, devices, etc.

o Installs, configures, manages, secures and operates PBX, VoIP, and Call Manager voice system.

o Performs diagnostics, develops maintenance resolution documentation and communicates to management the overall status of the telephone systems on a timely basis.

o Performs installation, configuration, test, and ensures proper performance.

o Provides appropriate levels of redundancy for all telephony components and services to ensure established uptime goals are met with minimal interruption of service to mission critical applications.

o Provides maintenance and upgrades of PBX chipsets, Voice systems, routers, and other UC equipment required for the operation of the enterprise telephone system.

o Manages all system components to ensure optimal performance, capacity, patches, and compliance.

o Provide support of the telephony systems for optimal performance.

o Prepares change management documentation and provides planning in compliance with the IT Change Management Policy.

o Maintains extensive documentation for all managed systems including databases, diagrams, reports, and other related documents.

o Delivers friendly, timely, and courteous communications to team members, managers, and customers.

o Participates in and contributes to all disaster recovery projects and exercises.

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PHYSICAL REQUIREMENTS

• Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.
• Light lifting, pushing, and pulling is required for 10-20 lbs occasionally and frequent moving of objects of less than 10 lbs is required. Frequent sitting with some walking, standing, squatting, bending, and reaching is required. Keyboard/computer use and/or repetitive motions may be required

Come work where you can make a difference everyday.