This job was posted by : For more information, please see: DepartmentnnF&A ITS - Voice OperationsnnAbout the DepartmentnnITS collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. We provide secure, stable, and reliable infrastructure and applications to supportthe mission of the University. We support and enable faculty research and teaching with the effective use of technology. We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible. We identify, manage, and mitigate the technology risks of the University.nnJob SummarynnUnder moderate supervision, this individual performs the maintenance, troubleshooting, and repair of communications voice equipment and systems for all sites administered and maintained by the University of Chicago and UChicago Medical Center under the direction of the Voice Operations Technical Lead, Comm Tech 2's and the established reporting structure. Responsible for providing Tier 1 and 2 support and may participate in a rotation of 24/7 on-call support. Assist on projects as requested by management.nnResponsibilitiesnnAssists with routine preventative system maintenance and other tasks utilizing established procedures. Consults with Comm Tech II or manager for anything that is outside of established procedures affecting the system's operation.nMonitors, diagnoses and implements the repair of communications networks, equipment, and software in accordance with established procedures, as instructed.nPerforms tests for carrier-related problems, including digital and analog circuits, and reports status and repairs needed. Reports issues and opens tickets for some carrier services (refer SIP issues to team/manager). Follows up to completion.nAssists with installs of communications circuits and equipment as instructed. On-site person who works with voice engineers , voice specialists/techs, inventory staff, network team and vendors.nWorks with customers to help document and resolve communications issues.nEnters incident and request tickets in our ITSM tool, ServiceNow, and properly document tickets to capture an accurate history of events with the relevant details.nMaintains service activity documentation, which includes all maintenance activity performed on communications hardware and software as well as parts usage figures. Monitors inventory levels and alerts Inventory Coordinator when additional supplies and equipment is needed.nProvides coverage for all remote sites, such as Ingalls, Northwest Indiana, etc.nMaintains work area in an orderly manner.nAssist with special projects as needed.nnCompetenciesnnWork in a multi-shift, multi-location environment required.nAnalyze technical drawings required.nGood verbal and written communication skills required.nStrong customer service skills and interact effectively with customers and associates required.nSkilled in time prioritization and task management.nWork independently.nEffective communication and documentation skills to share technology information for the effective support of the business applications.nnMinimum QualificationsnnEducation:nn---nnWork Experience:nn---nnCertifications:nn---nnEducation, Experience or Certifications:nnEducation:nnHigh school diploma or GED required.nAssociates degree in electronics or related field or a graduate of a technical school preferred.nnExperience:nnOne or more years of experience troubleshooting and resolving issues with voice comm nications or network infrastructure, such as voice gateways, carrier circuits, and routers/switches.nExperience in academic and/or healthcare environments is preferred.nOne or more years of experience with Cisco Unified Communications Manager and Cisco Unity technologies to troubleshoot and resolve service issues preferred.nOne or more years of experience with Cisco UCCX-related technologies (call center), including Finesse for troubleshooting agent issues is preferred.nnCertifications and Licenses:nnValid driver's license required.nnTechnical Knowledge or Skills:nnGood knowledge of digital and analog circuitry and data transmission techniques preferred.nGood knowledge of basic computer hardware, software and test equipment required.nProficiency with various hand tools required.nBasic knowledge of Microsoft applications required.nSkilled in using Service Now or similar service management system preferred.nnPay Rate:nn$36.76 per hour.