Telecommunications Technology Support Specialist- AZ- Information Technology Services

Position Summary :

The Telecommunications Technology Support Specialist is responsible for maintaining the voice, data, and telecommunications systems at Midwestern University. This role involves the proactive installation, maintenance, and monitoring of essential equipment and services that support the university’s telecommunications infrastructure. Key duties include providing support for the Microsoft Teams phone system, contact center operations, and emergency communication devices. This position reports to the Manager of Telecom Systems and may require occasional evening or weekend work.

Essential Responsibilities and Responsibilities :

• Provide customer support for the Microsoft Teams phone system, Genesys contact center at our AZ campus and clinics, and all telecommunications hardware and software.
• Monitor accessibility and performance of the telecommunications system and troubleshoots and resolves problems.
• Perform new installations or replace outdated or malfunctioning equipment.
• Collaborate with clinical and departmental teams to develop and maintain backend workflows that enhance telephony efficiency and user experience.
• Supports the department’s telecom operations by identifying cost-effective solutions and ensuring adherence to annual spending targets.
• Document procedures, configurations, and support resolutions for knowledge sharing and compliance.
• Deliver exceptional customer service and technical support to end-users across the university.
• Participate in on-call rotations and respond to urgent communication system issues as needed.
• Develops new techniques and procedures to enhance communication services
• Responsible for reviewing telecommunication processes, evaluates results and recommends new processes.

Qualifications :

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and / or ability required. This individual must have regular, in-person, predictable attendance and be able to work in a constant state of alertness and safe manner. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and / or Experience :

Bachelor’s degree required preferably in IT Computer Science or IT related field. Master’s degree preferred. Candidates must have 3-5 years of experience administering a telecommunication system. Experience in troubleshooting and supporting telecommunication systems and procedures. Experience in coordinating with telecom vendors, service providers, and internal IT teams to implement new systems, resolve service interruptions, and optimize performance. Strong background in documenting technical procedures, configurations, and support resolutions for both technical staff and end users.

Computer Skills :

Proficiency in Windows OS, Apple OS, Apple IOS, Microsoft Office 365 applications, Outlook, MS Teams, and computer operation is required.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee will frequently stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee will regularly stoop, kneel, crouch or crawl. The employee will occasionally climb or balance. The employee will frequently be required to lift up to 10 pounds, regularly be required to lift up to 25 pounds, and occasionally be required to lift up to 50 pounds. Vision must be correctable to 20 / 20 in at least one eye.

Work Environment

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform basic functions. The individual will regularly be exposed to outdoor weather conditions and work near moving mechanical parts. This individual will occasionally work in high, precarious places and be exposed to the risk of electric shock. The noise level in the work environment is usually moderate.

Midwestern University is a private, not-for-profit organization that provides graduate and post-graduate education in the health sciences. The University has two campuses, one in Downers Grove, Illinois and the other in Glendale, Arizona. More than 6,000 full-time students are enrolled in graduate programs in osteopathic medicine, dentistry, pharmacy, physician assistant studies, physical therapy, occupational therapy, nurse anesthesia, cardiovascular perfusion, podiatry, optometry, clinical psychology, speech language pathology, biomedical sciences and veterinary medicine. Over 500 full-time faculty members and 400 staff members are dedicated to the education and development of our students in an environment that encourages learning, respect for all members of the health care team, service, interdisciplinary scholarly activity, and personal growth.

We offer a comprehensive benefits package that includes medical, dental, and vision insurance plans as well as life insurance, short / long term disability and pet insurance. We offer flexible spending accounts including healthcare reimbursement and child / dependent care account. We offer a work life balance with competitive time off package including paid holiday’s, sick / flex days, personal days and vacation days. We offer a 403(b) retirement plan, tuition reimbursement, child care subsidy reimbursement program, identity theft protection and an employee assistance program. Wellness is important to us and we offer a wellness facility on-site with a fully equipped fitness facility.