AIT Telecommunication Analyst

AtlantiCare•Egg Harbor Township, NJ

22h•Hybrid

About The Position

The AIT Telecommunications Analyst assists the Telecommunications Director in the planning, design and implementation of telecommunications network. Responsible for providing assistance and technical support for network design activities for new AtlantiCare locations. Assists in the review/assessment of user telecommunication and/or network device needs. The Analyst, monitors, tests and troubleshoots hardware and software problems pertaining to telecommunications systems. The Analyst recommends and schedules repairs, provides end user support for all telecommunications systems and devices. This position acts as the primary resource of the telecommunication team, re-prioritizing service calls and re-directing vendors as required. The Analyst relies on experience and judgment to plan and accomplish and is required to perform a variety of complicated tasks related to the telecommunications work flow. This position may require on-call responsibilities and rotational shift coverage (early and late shifts). The Analyst is the system administrator for quality calls recording and badging voice recognition program. This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to teamwork and cooperation.

Requirements

High school diploma or GED required.
Valid NJ driver's license required.
3 to 5 years of experience in computer hardware and Enterprise applications.
Excellent communication (written and verbal), interpersonal and organizational skills required.
Highly self-motivated and directed.
Must be able to work under busy conditions.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Extensive experience with Microsoft office tools, including Word, Excel and PowerPoint Required.

Nice To Haves

Associate's Degree or Technical Diploma in related field preferred.

Responsibilities

Monitors service requests in the call tracking software and prioritizes work.
Coordinates the work of multiple vendors to assure issues are resolved in a timely manner.
Coordinates and communicates with the customer on the efforts to effectively resolve all high priority telephone trouble tickets.
Maintaining the integrity of electronic data by creating and adhering to process methodologies and policies and procedures for software support and maintenance.
Assists customers with telecommunications requirements in a timely manner.
Follows up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
Assures the effective integration and utilization of installed application capabilities.
Provides leadership guidance to influence adherence to AtlantiCare and IT-specific goals, objectives and strategic plans.
Works directly with IT vendors on estimates, quotes and contracts for vendor-related software, hardware, services and other system-related costs.
Leads and/or participates in small-sized projects.
Works with technical AIT resources to support and provide solutions for repair and new installation requests.
Tests the technologies, including any configurations, customizations and new releases, prior to production implementation.
Assist with the processing of invoices.
Participates 24/7 department on-call program.
Actively understands relevant legal, legislative, and policy issues as it relates to area of responsibility
Adheres to all AtlantiCare policies, procedures and standards.
Utilize the ITIL framework in the areas of incident, change and problem management services within AtlantiCare.
Performs other duties as assigned.