Telecommunications Support Analyst

Overview

Telecommunications Support Analyst Staff, IT Communication and Telecommunication Services

Full Time, 80 Hours Per Pay Period, Day Shift

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times. 

Position Summary:

Under general supervision, responsible for installing, repairing, maintaining, and administering the telecommunications network and working with end users and other IT support groups to provide consistent, high quality voice communication.

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Recruiter: Suzie Mcguinn || [email protected]

Responsibilities

• Serve as the primary point of contact with internal customers, other IS field technicians and vendors regarding telecom support issues.
• Evaluate user requests for new services, system outages, videoconferencing, and telecom issues and help provide solutions.
• Provide technical evaluations, information, training and services to end-users.
• Plan, prioritize and perform daily work including emergency repair tickets, system back-ups
• Monitor and provide reports on telecom traffic and utilization from the PBX, Voice Mail systems and Telemanagement system.
• Maintain, research and interpret vendor technical documentation and schematics
• Provide technical evaluations, information and services on IT projects when requested
• Use PC-based and server-based systems to complete work tickets, diagnose problems, update configurations records and administer multiple PBX’s, Voice Mail systems, and Telemanagement system database with the allocation of available ports.
• Assist staff and senior level employees with IT projects for facilities as requested.  May serve as project lead where assigned. Assist in training of junior staff.
• Maintain site closets to meet structured cabling standards and equipment placement.
• Local travel required.
• Other duties as assigned.

Qualifications

Minimum Education:

None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED.  Preference may be given to individuals possessing an Associate’s degree in a directly-related field from an accredited college or university.

Minimum Experience:

Minimum of three (3) years telecommunications equipment and component installation, maintenance and administration.  Understanding of Enterprise Class PBX systems and working knowledge of PBX administration software.  Previous experience with using spreadsheets, word processing, CAD, and other office automation software required.  Demonstrated knowledge of call center systems and call routing configuration.

Licensure Requirement: 

Employee must have a valid Tennessee driver’s license Class D and state mandated minimum insurance coverage.  Driving record must meet Covenant Health minimum standards at the date of hire and throughout employment tenure.