Unified Communications Specialist

The Unified Communications Specialist provides technical support for Notre Dame of Maryland University’s current Siemen’s PBX telephone system and works with the IT Infrastructure team to evaluate, select and implement a cloud-based replacement. Responsibilities include learning and supporting the current system and to serve as a lead technical specialist for the new cloud-based VOIP telephone platform.  Leveraging the University’s growing Microsoft Teams presence, this position will help implement a more effective communication and collaboration standard for the University.   

 

Essential functions will include:

Maintains current Siemens’s PBX and local telephone system. Serves as campus telephone system administrator. Coordinates appropriate cable-plant, repair and system upgrade efforts with vendors.    Manages campus telephone circuits throughout campus. Traces and terminates telephone wires used to support telephones, Public Safety emergency call stations, and fire/safety circuits throughout the University. Troubleshoots wiring problems as needed.  Manages telephone trouble tickets using IT Trackit system. Monitors incoming tickets created by the IT Help Desk assigned to the telephone specialist.  Updates IT Online Help Desk and Gator Hub portal systems as needed. Proactively develop online instructional guides, FAQs, documentation, videos, etc. as needed to ensure campus telephone users have access to current telephone and phone mail functions, features and options. Develops end-user and technical documentation regarding UC standards, policies, procedures and practices.  Works with Infrastructure team and IT leadership to evaluate new telephone options.  Evaluates competitive options to recommend an IP-based telephone service replacement that better integrates with Microsoft Teams, related/appropriate M365 services and administrative meeting platforms. Ensures new system provides support for ongoing analog circuits used for 911 call processing, emergency blue lights, security systems, facilities controls, etc.   Provides technical support for appropriate campus auxiliary systems as requested.  Assure policies, procedures, and practices are in accordance with federal and state laws and regulations and the University’s operational policies and procedures. Job Qualifications Education: Associate’s degree in Computer Science, Information Technology, or other relevant field from an accredited college or university. Bachelor’s degree preferred.  Additional years of related experience may substitute for required education.  Experience:   Minimum of two years of related experience supporting teleconferencing, telephone management or general telecommunication systems. Experience in a college or university setting is preferred. The successful candidate will possess the following:  Experience working with a business-class telephone or communications system; Familiar with Microsoft Teams and other M365 services and applications; Basic understanding of unified communications and IP networking; Demonstrable understanding of how to configure telephone handsets, phone mail services and call  processing functions preferred; Exposure to both analog and/or IP telecommunications systems from a wire management perspective preferred Skills/Aptitude:  Broad overall knowledge and experience in the use of computer, phone, and networking technologies and the ability to use this information to troubleshoot and resolve system conflicts. Ability to quickly learn new technologies and adapt to an evolving field. Adept and enthusiastic about learning new technologies and new skills.  Ability to manage and prioritize multiple competing projects and deadlines.  Ability to work independently and collaborate with others of varying levels of technical experience.  Possess excellent communication skills and have a commitment to customer-service.  Possess excellent organizational and documentation skills. Must understand the value of creating easy to understand documentation. Understand how disparate technical elements must work together in a collaborative way to achieve the desired customer result.  Must have a keen interest in the advancement of technology and collaborative systems and applications. Working Conditions: Normal office environment (walking, sitting, climbing stairs, reaching, etc.). Moderate physical demands such as bending, carrying, kneeling, lifting, and pushing will be required. Must be able to lift 50lbs. Must be able to perform tasks while on a ladder. Occasional evening and weekend work may be required.