Unified Communications Analyst II

Facility:

Administrative Regional Training Cntr Shift:

Shift 1

Status:

Full Time FTE:

1.000000

Bargaining Unit:

ACE Associates Exempt from

Overtime:

Exempt:

Yes Work Schedule:

Days Hours:

Monday Through Friday 8:00AM - 4:30

PM Summary:

The Unified Communications Analyst II provides service oriented technical support to the Catholic Health (CH) client community in specific matters relating to Voice and Video Calling and Carrier technologies. They provide customer service and technical expertise through the administration, escalation and/or resolution of any technical problems, service requests, or project work. Success in this position requires interaction with many disciplines and diverse groups of people with varying skill levels. They provide leadership by example and a willingness to share knowledge and assist Network Analyst associates.

Responsibilities:

EDUCATION

Associates degree required, Bachelors preferred Relevant technical certifications will also be considered and is preferred

EXPERIENCE

Requires at least three (3) years of related experience in Voice over IP (VoIP) and Carrier Calling environments or equivalent industry experience Relevant technical certification will also be considered and is preferred

KNOWLEDGE, SKILL AND ABILITY

Superior written and verbal communication skills A strong technical aptitude and excellent analytical and organizational skills The ability to act as a customer service advocate as it relates to Voice and collaboration platforms The ability to lead by example and willingness to share knowledge with other Network Analysts The ability to repair and perform preventative maintenance on personal computers, laptops, wireless devices, software and other related peripheral devices as it relates to voice technologies Microsoft Active Directory Network and Cisco telephone systems Experience with Server operating systems (AIX, Sun Solaris, Linux, Windows Server, SQL Server) as relates to support collaboration and voice calling environments VoIP technology, faxing and telecommunications carrier support Video conferencing, collaboration tools, collaboration room provisioning and support A professional presentation and the ability to interact with customers in a courteous manner Relevant technical certifications will also be considered

WORKING CONDITIONS

Have a valid driver's license, transportation, and be willing to travel between CH sites as needed While normally assigned to a single site, the incumbent must be willing and able to travel to any CH site to provide technical support services to the CH client community The normal work week encompasses 37.5 hours to be achieved, however, the incumbent will be required to wear a pager as he/she will be part of a regular rotating on-call list to provide technical support services to the CH client community during the off-hours Monday through Friday and on weekends

ENVIRONMENT

Normal heat, light space, and safe working environment; typical of most office jobs