Field Service Coordinator II

This position serves on a small team of UIT Unified Communications technical advisors that supports telephone services (including VoIP), electronic messaging, teleconferencing, calendaring, and cloud storage resources for the University of Utah and University of Utah Health.

About UIT

University Information Technology (UIT), the central IT service provider for the University of Utah, reports to the U's Chief Information Officer and is responsible for many of the U's shared IT services including the wired and wireless network; Campus Information Services (CIS) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.

About the University of Utah

Located in Salt Lake City, the U is the flagship institution of the State of Utah's system of higher education, home to arts and museum venues and a member of the BIG-12 Conference. Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake City is home to the Utah Symphony and Opera, Ballet West, professional sports teams, and a wide range of other cultural and recreational activities.

Responsibilities

• Reviews, analyzes, implements, and modifies the setup and configurations of several Unified Communications systems, including Avaya, call recording, Centrex, Microsoft Teams, and voicemail and future Contact Center as a Service (CCaaS)
• Advises and assists campus and hospital departments with telephone services (including VoIP), electronic messaging, teleconferencing, calendaring, and cloud storage resources that meet their business requirements in the most economical and efficient method
• Determines whether infrastructure and inventory are available to meet needs
• Performs support for functional areas, including but not limited to configuration, scheduling, and project coordination for telephone equipment, video, and audio conferencing, and other conference room resources; configuration of voicemail and collaboration systems; and coordination of wiring or fiber installation, if necessary
• Processes incoming change requests from campus and hospital departments, generates daily work orders involving changes to call routing options and user configurations, and coordinates scheduled work with UIT resources and appropriate outside vendors, if necessary
• Acts as customer support by troubleshooting and correcting problems with telephone systems, including programming, voicemail, video and audio conferencing, and conference room resources

Requirements

• At least 1 year of related experience
• 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience)

Preferences

• One to two years experience in telecommunications or a related field, or equivalency
• Demonstrated written and oral communications skills
• Ability to work with all levels of personnel
• Commitment to service excellence
• Demonstrated customer service skills

Pay

$12.02 - $22.00/hour

Schedule

Monday through Friday 8:00 AM - 5:00 PM. After hours support as needed.