VoIP and Telecom Coordinator

About the role

Reporting to the Director of Information Technology or designee, the VoIP and Telecom Coordinator is a non-supervisory, hands-on technical position responsible for maintaining, configuring, troubleshooting, and supporting the organization's VoIP, telephone, cabling, desktop, laptop, and related technology environment. The position performs routine telecommunications and endpoint support, including telephone installations and changes, desktop and laptop maintenance, wall-jack repair, cable tracing and toning, cable termination, connectivity testing, and related technical documentation. This position does not supervise employees, manage the Help Desk, approve invoices or expenditures, negotiate contracts, independently direct vendors, establish telecommunications or endpoint strategy, or manage departmental projects.

Responsibilities

• Installs, configures, tests, replaces, and troubleshoots VoIP phones, conference phones, analog adapters, voicemail services, and related telecommunications equipment.
• Creates and modifies extensions, device assignments, voicemail settings, call-routing configurations, hunt groups, and other approved system settings within assigned access.
• Performs telephone moves, additions, changes, and disconnections based on approved service requests.
• Troubleshoots call-quality, registration, voicemail, handset, local connectivity, and basic carrier-related issues and escalates unresolved outages appropriately.
• Inspects, tests, troubleshoots, repairs, and replaces defective voice and data wall jacks, faceplates, connectors, patch cables, and related cabling components.
• Traces and identifies voice and data cabling using approved cable-toning and testing equipment and corrects improperly labeled, disconnected, damaged, or nonfunctioning cable runs when within the position's authorized scope.
• Terminates and re-terminates copper cabling at wall jacks, patch panels, and other approved connection points using established cabling standards.
• Tests repaired or newly installed jacks and cable connections to verify continuity, labeling, connectivity, and proper operation.
• Maintains accurate labeling and documentation of wall jacks, cable runs, patch-panel connections, telephone extensions, and network-port assignments.
• Identifies cabling conditions requiring extensive new installation, construction, specialized certification, or an outside vendor and escalates them to IT management.
• Performs routine maintenance and technical support for desktops, laptops, and related endpoint equipment, including hardware and peripheral replacement, software installation, operating-system and application updates, configuration, deployment, and troubleshooting.
• Diagnoses and resolves assigned desktop and laptop hardware, software, connectivity, printing, and peripheral issues and escalates unresolved or higher-level issues to the appropriate IT team.
• Assists with the setup, relocation, replacement, and collection of desktops, laptops, monitors, docking stations, headsets