Unified Communications Analyst II

Full-time, exempt position within the ACE Associates bargaining unit. 37.5-hour work week, Monday through Friday, 8:00 AM – 4:30 PM.

About the role

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

Responsibilities

• Administer, troubleshoot, and resolve technical issues related to Voice over IP (VoIP), video calling, and carrier technologies.
• Provide customer service and act as an advocate for Voice and collaboration platforms.
• Lead by example and share knowledge with other Network Analysts.
• Perform repairs and preventative maintenance on personal computers, laptops, wireless devices, software, and related peripheral devices as they relate to voice technologies.
• Support and maintain Microsoft Active Directory, network and Cisco telephone systems, and server operating systems (AIX, Sun Solaris, Linux, Windows Server, SQL Server) as they relate to collaboration and voice calling environments.
• Manage VoIP technology, faxing, telecommunications carrier support, video conferencing, collaboration tools, and collaboration room provisioning.
• Interact with customers in a professional and courteous manner.
• Travel between CH sites as needed to provide technical support services.
• Participate in a rotating on-call schedule to provide off-hours technical support, including evenings, weekends, and holidays.

Requirements

• Associate degree required; Bachelor’s degree preferred.
• At least three (3) years of related experience in Voice over IP (VoIP) and Carrier Calling environments or equivalent industry experience.
• Relevant technical certifications are preferred and will be considered in lieu of formal education.
• Valid driver’s license, reliable transportation, and willingness to travel between CH sites.

Skills

• Superior written and verbal communication skills.
• Strong technical aptitude with excellent analytical and organizational skills.
• Experience with VoIP technology, faxing, and telecommunications carrier support.
• Experience with video conferencing, collaboration tools, and collaboration room provisioning and support.
• Professional presentation and ability to interact courteously with customers.

Working Conditions

• Normal office environment with typical heat, light, and safe working conditions.
• On-call rotation required to provide off-hours technical support, including evenings, weekends, and holidays.