Telecommunications Support Specialist

2 weeks ago

Knoxville, Tennessee, United States Covenant Health (Tennessee) Full time
Overview

Position: Telecommunications Support Specialist

Location: Covering Morristown, Claiborne, and LeConte

Employment Type: Full-Time, 80 Hours per pay period, Day Shift

Covenant Health stands as East Tennessee's premier healthcare network, encompassing 10 hospitals and over 85 outpatient and specialty services, alongside Covenant Medical Group, our rapidly expanding physician practice division.

Headquartered in Knoxville, Covenant Health operates as a community-owned, not-for-profit healthcare system and is recognized as the largest employer in the area, with a workforce exceeding 11,000.


Covenant Health is distinguished as the only healthcare system in East Tennessee to receive recognition from Forbes as a Best Employer on six occasions.


Position Summary:


Under general supervision, the Telecommunications Support Specialist is responsible for the installation, repair, maintenance, and administration of the telecommunications network. This role involves collaboration with end users and other IT support teams to ensure high-quality voice communication services.


  • Recruiter: Kathleen Rice
Key Responsibilities:


- Act as the primary liaison for internal customers, IS field technicians, and vendors concerning telecom support matters.
- Assess user requests for new services, system outages, videoconferencing, and telecom issues, providing effective solutions.
- Deliver technical evaluations, information, training, and services to end-users.
- Organize, prioritize, and execute daily tasks, including emergency repair tickets and system backups.
- Monitor and generate reports on telecom traffic and utilization from PBX, Voice Mail systems, and Telemanagement systems.
- Maintain, research, and interpret vendor technical documentation and schematics.
- Provide technical evaluations and services for IT projects as needed.


- Utilize PC-based and server-based systems to complete work tickets, diagnose issues, update configuration records, and manage multiple PBX, Voice Mail systems, and Telemanagement system databases with the allocation of available ports.
- Assist staff and senior employees with IT projects for facilities as required, potentially serving as project lead.
- Support the training of junior staff members.
- Ensure site closets meet structured cabling standards and proper equipment placement.
- Local travel may be necessary.
- Perform other duties as assigned.


Qualifications:


Minimum Education:
No specific education requirement; any combination of formal education and/or relevant work experience that demonstrates the necessary knowledge, skills, and abilities to perform essential job tasks is acceptable, typically equivalent to a high school diploma or GED. Preference may be given to candidates with an Associate's degree in a related field from an accredited institution.


Minimum Experience:
A minimum of three (3) years of experience in telecommunications equipment installation, maintenance, and administration is required. A solid understanding of Enterprise Class PBX systems and familiarity with PBX administration software is essential. Experience with spreadsheets, word processing, CAD, and other office automation software is also required. Demonstrated knowledge of call center systems and call routing configuration is preferred.


Licensure Requirement:
Must possess a valid Tennessee driver's license Class D and meet state-mandated minimum insurance coverage. Driving record must comply with Covenant Health's minimum standards throughout employment.

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