Associate Telecommunications Systems Specialist

1 week ago

Lebanon, United States Dartmouth-Hitchcock Health Full time
Overview

Partially remote. The onsite portion of this position is located in Lebanon, NH.

Onsite expectations: 2 days on site one week and 3 days on site the following week.

Responsible for working with internal and external customers, providing them with information, creating tickets and escalating tickets, restoring service, and providing specific services. Responsible for managing pagers and triaging paging system issues.

Responsibilities

  1. Provides timely, courteous telecommunications service for all internal and external customers as well as DH team members and peers.
  2. Assists with basis tasks related to configuration, testing and maintenance of telephone systems and endpoint devices for DH-Health (physical and softphones).
  3. Performs basic voicemail configurations and assist staff with voicemail issues and training.
  4. Provide effective remote support to any location throughout the DH enterprise as needed.
  5. Communicate routine and complex system information effectively with both technical and non-technical audiences.
  6. Helps with maintaining end user support guides.
  7. Assists with generate meaningful telephone system data reports used to determine the cause of any issues and developing solutions going forward.
  8. Assists with operational databases to provide reporting, maintenance, and inventories for telephone systems. Assures continuous operation of paging systems by monitoring paging reports. Troubleshooting pager issues, reassigning pagers, and maintaining spare pagers.
  9. Become proficient with IT service management software and maintains current with functionality. Orders and repairs badge inventory.
  10. Maintains a master list of employees with assigned pager number and keeps it current and archives/deletes those that have left. Collects and/or reassigns pagers when employees leave and/or transfer to a new role/floor.
  11. Orders and repairs pager inventory with vendors.
  12. Maintains and develops telecommunications databases. Runs reports, reads reports, and shares data with key stakeholders.
  13. Participates in the planning, design, revision, and implementation of services concerning facility infrastructure, and other assigned departmental projects.
  14. Updates blueprints and wiring diagrams to document adds, changes and moves to cable plant.
  15. Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
  16. Provides technical analysis and project coordination for all regional communications or voice/data services requiring interaction with project sponsored by facilities, engineering, or clinical departments.
  17. Ensures proper functioning and responsiveness to systems. Identifies source of user problems for telecommunications equipment and facilitates repair, either directly or through appropriate vendor. Manages installation and testing.
  18. Provides technical analysis, project coordination, development, and implementation for departmental and institutional telecommunications cabling standards.
  19. Responsible for Telecomm invoices, sharing with responsible parties for payment.
  20. Perform other duties as required or assigned


Qualifications

  • High school graduate.
  • Excellent verbal and written communication skills required.
  • Strong customer services skills required.
  • Ability to work in a high paced environment.
  • Ability to pass a typing test at a minimum of 45 WPM.
  • CompTIA, HDI and/or Windows Microsoft a plus.
  • Previous blueprint and system documentation experience desired
Required Licensure/Certifications
  • None

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