Telecommunications Analyst

The Telecommunication Analyst maintains telecommunication needs throughout the university community through a phone switch system, phone mail server, voice mail server, call center applications, network infrastructure, and telephone equipment.

• Administers the phone switch system, phone mail server, voice mail server and call accounting system
• Handles telecommunication moves, additions, and changes
• Maintains call center applications and functionality
• Compiles monthly call accounting for phone billing purposes
• Assists with the operating budget for telecommunication needs
• Orders new data communications materials for operating telecommunications and telephone equipment
• Maintains the use of emergency call boxes to the University Police Department
• Assists the telecommunications specialist with cable network infrastructure installations and maintenance

• Performs all other duties as assigned
• May be asked to respond to problems or provide service after hours
• Expected to carry and respond to cell phone and/or pager at all times

Direct Reports:

• Part-time employee

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Provides recommendations on training

Required Education:

• Associate's degree, 60 hours of college course work or two (2) years of technical training in related field

Required Experience:

• Minimum of two (2) years of job-related experience

License/Certification:

• Must maintain a valid, current driver's license
• Siemens Hipath 4000 System Administration, Hipath Xpressions Administration, Hipath Procenter Administration

• Bachelor's degree preferred
• Hipath ACD Administration preferred

Knowledge:

• Knowledge of trends, issues, and accepted practices relevant to the position

Skills:

• Maintains proper technical skills to perform the job effectively
• Candidates must have strong analytical and problem solving skills, as well as excellent interpersonal and communication skills

Abilities:

• Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Primary Work Location:

• Works in an office environment; technology server room; classroom, training room, auditorium; outdoor areas; Library environment; gymnasium or other physical training rooms

Physical Demands:

• Work is normally performed in a split office and data center environment work that can subject employees to abnormal temperatures and noise
• Position may require light to heavy physical effort in handling, lifting, pushing or pulling of objects and equipment weighing up to 50 lbs.
• May requires some standing, walking, climbing, stooping and bending in confined areas
• Work environment involves minimal exposure to physical risks
• May drive the university's vehicle

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Support Proficiency

• Possesses comprehensive knowledge and skills with multiple hardware and software systems.
• Effectively applies expertise to identify and troubleshoot user issues.
• Competent to install and configure new systems.
• Willing to share expertise and provide technical support to others.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.