Department
 

F&A ITS - Voice Operations

About the Department
 

ITS collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services.   We provide secure, stable, and reliable infrastructure and applications to support the mission of the University.   We support and enable faculty research and teaching with the effective use of technology.   We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible.   We identify, manage, and mitigate the technology risks of the University.  

Job Summary
 

Under moderate supervision, this individual performs the maintenance, troubleshooting, and repair of communications voice equipment and systems for all sites administered and maintained by the University of Chicago and UChicago Medical Center under the direction of the Voice Operations Technical Lead, Comm Tech 2’s and the established reporting structure. Responsible for providing Tier 1 and 2 support and may participate in a rotation of 24/7 on-call support. Assist on projects as requested by management.

Responsibilities

Assists with routine preventative system maintenance and other tasks utilizing established procedures. Consults with Comm Tech II or manager for anything that is outside of established procedures affecting the system's operation.Monitors, diagnoses and implements the repair of communications networks, equipment, and software in accordance with established procedures, as instructed.Performs tests for carrier-related problems, including digital and analog circuits, and reports status and repairs needed. Reports issues and opens tickets for some carrier services (refer SIP issues to team/manager). Follows up to completion.Assists with installs of communications circuits and equipment as instructed. On-site person who works with voice engineers , voice specialists/techs, inventory staff, network team and vendors.Works with customers to help document and resolve communications issues.Enters incident and request tickets in our ITSM tool, ServiceNow, and properly document tickets to capture an accurate history of events with the relevant details. Maintains service activity documentation, which includes all maintenance activity performed on communications hardware and software as well as parts usage figures. Monitors inventory levels and alerts Inventory Coordinator when additional supplies and equipment is needed.Provides coverage for all remote sites, such as Ingalls, Northwest Indiana, etc.Maintains work area in an orderly manner. Assist with special projects as needed.

Competencies

Work in a multi-shift, multi-location environment required.Analyze technical drawings required.Good verbal and written communication skills required.Strong customer service skills and interact effectively with customers and associates required.Skilled in time prioritization and task management.Work independently.Effective communication and documentation skills to share technology information for the effective support of the business applications.

Minimum Qualifications
 

Education:

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Work Experience:

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Certifications:

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Education, Experience or Certifications:

Education:

High school diploma or GED required.Associates degree in electronics or related field or a graduate of a technical school preferred.

Experience:

One or more years of experience troubleshooting and resolving issues with voice communications or network infrastructure, such as voice gateways, carrier circuits, and routers/switches.Experience in academic and/or healthcare environments is preferred.One or more years of experience with Cisco Unified Communications Manager and Cisco Unity technologies to troubleshoot and resolve service issues preferred.One or more years of experience with Cisco UCCX-related technologies (call center), including Finesse for troubleshooting agent issues is preferred.

Certifications and Licenses:

Valid driver's license required.

Technical Knowledge or Skills:

Good knowledge of digital and analog circuitry and data transmission techniques preferred.Good knowledge of basic computer hardware, software and test equipment required.Proficiency with various hand tools required.Basic knowledge of Microsoft applications required.Skilled in using Service Now or similar service management system preferred.

Pay Rate:

$36.76 per hour.

Required Documents:

Resume/CV

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family
 

I.B.E.W. Local 134 - Communications Technicians

Role Impact
 

FLSA Status
 

Non-Exempt

Pay Frequency
 

Biweekly

Scheduled Weekly Hours
 

40

Benefits Eligible
 

Yes

Drug Test Required
 

No

Health Screen Required
 

No

Motor Vehicle Record Inquiry Required
 

Yes

Posting Statement
 

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

 

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.