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Communication Technician
3 months ago
Summary:
This positions primary responsibility is to assist the manager in the technical aspects of running the Communications Department. Coordinate adds, moves, and changes to the phone systems, establish and maintain voice mailboxes, and record and maintain numbers in call accounting system, and assist in building and maintaining ACD systems. Troubleshoot malfunctions of phones, pagers, phone and pager systems as well as voice mail, call accounting, and automatic call distribution systems. Maintain stock of phone equipment and pagers. Assist MyMichigan Health staff with purchase of individual phone equipment. Generate monthly expense reports for department managers and Accounting. Assist manager with processing telecom bills, processing employee Kronos entries, researching vendor prices, procurement, disbursement and documentation of long-range pagers.
Responsibilities:- (25%)* Coordinate adds, moves, and changes to telephones and telephone lines on campus and at off-site locations. Enter changes into telephone switch. Arrange with appropriate vendor if physical changes are necessary. Maintain records in the Call Accounting system. Establish new and maintain existing voice mail as needed on a regular basis. Maintain existing ACD systems as needed.
- (25%)* Trouble-shoot requests for telephone repairs, identifying line and switch problems, isolating the problem, and notifying the appropriate vendor if repairs cannot be made on a regular basis.
- (25%)* Attend meetings on new construction and remodeling projects to assist users. Help determine communication needs; types of lines (digital or analog), style of telephone (display, speaker, etc.) system features such as forwarding, station hunt groups, type of voice mail box, and documents in the call accounting system on a regular basis.
- (25%)* Generates month-end detail and summary reports for Midland department managers including 555 Wackerly, Campus Ridge EMS, VNA, Medical Center, Riecker and Patient Accounting. Prepares spreadsheet from month-end reports for Accounting in order to charge back to department for phone usage. Generates month-end summary reports for Clare, Gladwin, Mt. Pleasant Healthpark, MyMichigan Gratiot Radiology Oncology Alma, Clare Urgent Care, and Medical Offices in Harrison, Farwell, Auburn, Infusion Center,Freeland Health Park and other locations.
N/A
Required Education:High school diploma or GED is required
Other Information:EXPERIENCE, TRAINING AND SKILLS:
Good verbal and written skills, works well under pressure, good people skills, and technically inclined required.
Preferred experience with Avaya S8300 servers, G430, G450 and G650 media gateways/troubleshooting, CM6/7, AES, SES, SMGR, SM, Utility Server, ACDs, Vectors, Menu trees, AVST voicemail etc.
Knowledge of VoIP hardware, software, system utilities, error messages, current and existing versions of Cisco, Avaya, Norstar, BCM (Business Communication Manager), CS1000, etc.)
Ability to troubleshoot and resolve problems, incidents relating to any new or existing Voice over IP and or digital telecommunications platforms and paging systems.
Understand basic knowledge of networking fundamentals, including LAN, WAN, routing, and switching, TCP/IP, IP Subnetting, DHCP, VLANs, etc.
Understanding of various communication protocols (RTP, RTCP), including Session Initiation Protocol (SIP).
Possess basic knowledge of telecommunications fundamentals (infrastructure, switching, POTS, ISDN).
Place cross-connections needed to establish, modify, or terminate telephone service via copper, wireless, or fiber optic facilities, and troubleshooting of dial tone/T1 problems to the demarc.
Completes Moves, Adds, and Changes within telephone system. Ability to build and troubleshoot ACDs, Menu trees, Vectors etc. Ability to perform basic copper plant testing. Knowledge of Copper and Fiber Cable Standards, including color code. Familiarity of PBX and other Legacy Voice products.
Working knowledge of test equipment, including butt set, volt meters, toner, etc.
Perform complex troubleshooting on communications systems without supervision.
Participation in on-call rotation for after-hours service issues and customer support.
Escalate service issues that cannot be completed within agreed service levels.
Work with telecommunications carriers for troubleshooting of voice and data circuits. SIP, T1 & PRI implementations.
Support coworkers provide technical and troubleshooting advice and assistance to other representatives.
Knowledge of word processing and spreadsheets required.
PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:
Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.
Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.
Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.
Overall vision and hearing is necessary with or without assisted device(s).
Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.
Some exposure to blood borne pathogens and other potentially infectious material. Must follow MidMichigan Health bloodborne pathogen and TB testing as required.
Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
Overall dexterity is required including handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis.
Physical Demand Level: Medium. Must be able to occasionally (0-33% of the workday) lift or carry 21-50 lbs., frequently 34-66% of the workday 20 lbs. and or Walk/Stand/Push/Pull of Arm/Leg controls and constantly % or the workday) 10 lbs.
