Job Description

Job Title: Voice Telecom Analyst - Assoc
Job ID: 04005746
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility: Corporate Information Services
Department: ISD Voice Communications
Location: 300 Halket St, Pittsburgh PA 15213

Description

Purpose:


The Voice Telecom Analyst -Associate is responsible for the day to day maintenance and support of the Telecommunications systems, including adds, moves and changes on PBX, Voice Mail, wiring support, and maintenance of all voice related databases at UPMC and affiliated business units. The Voice Telecom Analyst -Associate reviews, organizes, communicates and records all requests for voice services. The Voice Telecom Analyst - Associate also provides technical assistance to departmental personnel, clients, vendors, and other parties as assigned. The Voice Telecom Analyst - Associate works closely with all UPMC departments and business units, ISD departments and/or groups, as required, to meet business objectives, resolve problems, provide technical assistance in accordance with assigned responsibilities, and when necessary, coordinates with other telecommunications resources in carrying out the assigned responsibilities. This position also interacts with vendors and suppliers.

Responsibilities:

  • Network/Telecomm Programming/Sys Analysis - Assists in the implementation and maintenance of data or voice and data communication networks. Assists in developing basic communication software interface programs. Tests and documents telecommunications software and protocols, under supervision. Monitors and Tests hardware (e.g., PBXs). Developing working knowledge of multiple communications protocols.
  • Network & Communication System Administration and Control - Oversees the administrative function for the in-house telephone systems. Coordinates telephone equipment moves and installation. Implements voice communication software changes. Monitors telephony systems for errors. Trains UPMC users on voicemail. Prepares purchase orders for phone equipment. Administers calling cards. Analyzes billing and performs studies to ensure desired level of service.
  • Comply with UPMC, ISD, and ISD Technical Services Department Policies and Procedures.
  • Additionally, this position may be required to maintain a stand by status as part of a rotation within the team. This requires 24 hours per day, 7 days per week availability during the stand by period. The frequency varies based upon the number of colleagues in the rotation.
  • Troubleshoot Telecom and circuit issues. Maintain communication with management on all issues, including critical and widespread outages.
  • Attend ISD and related meetings, as required.
  • Provide service to ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
  • Provide support as required by ISD's Disaster Recovery Plan.
  • Protect the integrity and confidentiality of all UPMC patient and staff data and information in accordance with the UPMC data and information security policies and procedures.
  • Provide maintenance and support of adds, moves and changes on PBX, Voice Mail, wiring, and all other voice related databases. Monitor and troubleshoot problems, to ensure proper service delivery.
  • Networking Planning and Engineering - Understands and explains network topologies and protocols. Understands and explains network hardware. Troubleshoots simple network problems. Assists with network sizing. Assists with network trouble-shooting. Assists with installation and support of networks, including LAN/WAN/WLAN systems.
  • Perform technical adds, moves and changes on network PBX systems. Perform necessary quality tests to ensure integrity of adds, moves and changes.
  • Voice / Telephony Technology - Demonstrates basic understanding of hardware, software, and networking components of voice /telephony technology and networks. Demonstrates ability to understand the rationale for a particular telephony system design. Displays understanding of current planned telephony system service levels. Displays ability to troubleshoot telephony system. Applies basic understanding of voice network security features. Demonstrates basic understanding of telephony management systems and utilities.

Qualifications

  • Typically has familiarity with voice communications infrastructure design and support through education or practical experience.
  • Mastery of the essential basic knowledge base for an IT professional.
  • Ability to perform basic/standard IT procedures and protocols.
  • Complete on-going training on-the-job, through courses, self-study, certifications and/or advanced degrees to maintain and enhance technical and business capabilities.

Preferred Skills:

  • Familiarity with, but not limited to:
    • Avaya
    • AVST
    • Spectralink.
    • Cherwell
    • PPM/Clarity
    • AVST Voicemail
    • Ticket troubleshooting
  • Previous customer service experience

UPMC is an Equal Opportunity Employer/Disability/Veteran

Salary Range: $20.69 to $31.21 / hour

Union Position: No

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