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2 months ago

Springfield, United States Health New England Full time
Job DescriptionJob Description

Purpose of the Job: The Telecom Admin/PC Support Representative provides support for Health New England’s telecommunications and desktop support systems and related hardware, operating system software and third-party tools. This individual analyzes the needs of the organization to develop and implement appropriate solutions that will enable the company to achieve the highest levels of customer service and productivity through the use of technology

Accountabilities
  • Champions a customer focused culture to deepen client relationships and leverage broader Health New England’s relationships, systems and knowledge.
  • Understand how Health New England’s culture and the CX Promise should be considered in day-to-day activities and decisions.
  • Actively pursues effective and efficient operations of their respective areas in accordance with Health New England’s Values, its Code of Conduct and the Associate Handbook, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, and conduct.
  • Champions a high performance environment and contributes to an inclusive work environment.

Essential Job Functions

Telecommunication Administration Support

  • Provides administrative support to HNE’s telecommunication systems and related hardware, software and configurations.
  • Follows established procedures for implementing configuration changes and installing system software, third-party tools, security patches and version releases.
  • Performs all necessary administrative tasks for management of user accounts, ensuring appropriate access and security.
  • Creates and modifies scripting and voice recordings for ACD and Voice Mail systems following established implementation and modification procedures.
  • Designs and develops technical specification for automating existing call center processes (e.g. automated outbound dialing, agentless campaigns, IVR, CTI screen pops, etc.)
  • Recommends telecommunications configurations, technologies, solutions and tools that will assist the organization in increasing the level of service it provides to both internal and external customers.
  • Assist in the identification and development of policies, procedures and controls to ensure the integrity of the system and business processes.
  • Responsible for implementation and support in key projects.
  • Meets project objectives within established time lines, budget, and managing associated risks.
  • Solicits formal proposals and quotes from vendors for the selection, purchase and implementation of hardware, software and services.
  • Coordinate and monitors vendor installs to ensure adherence to schedules and timely resolutions.
  • Effectively documents system configurations and operational procedures.

Help Desk Support

  • Responsible for Hardware Management
  • Implements PC hardware configurations according to established standards.
  • Conducts diagnostic review of hardware platforms to resolve conflicts and ensure a stable production setup and troubleshoots appropriately.
  • Responsible for Software Management
  • Configures and maintains PC operating systems, installs software applications/drivers and supports MS Office applications. Supports assistance to third party vendor applications and equipment
  • Installs and maintains all PC and network related equipment and devices.
  • Plans and implements necessary hardware and software changes for Adds/Moves/Changes to PC workstation setups.



Reporting Relationships (Job Titles only)Primary Manager:

(include secondary Manager if applicable)

Manager of Telecom & HelpdeskDirect Reports:

N/A

Shared Reports (solid/dotted if applicable):N/A External/Internal Contacts

Internal

  • All departments
External
  • Outside vendors

Education / Experience / Other Information (include only those that are specific to the role)

Associates degree in Computer Science or related field and a minimum of three year working in a

Telecommunications/PC support capacity; or an equivalent combination of education and experience.

  • Knowledge of contact center technology including IVR, workforce management and reporting systems
  • Knowledge of carriers, dial plans and telephony
  • Proven analytical skills and problem solving skill
  • Experience with MS Office, Windows Operating Systems and Apple products support a plus
  • Experience with PC hardware configuration (including memory upgrades, NIC card, video card, Disk drive installations and configurations)
  • Experience with hardware diagnostics and troubleshooting
  • Familiarity with networking and telecommunications concepts
  • Ability to work independently and as a member of a team in a fast-changing environment

Working Conditions

Works in a standard office-based environment with long periods of data entry, sitting, viewing computer monitors and utilizing virtual communication tools. Non-transitional working hours may be required, usually pre planned. This position works on-site at our Springfield, MA location.

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