IT Analyst - Voice & Collaboration

Buckeye Career•Allentown, PA

2d•Onsite

About The Position

The IT Analyst, Voice & Collaboration role will be directly involved in maintaining and developing areas of technology related to voice systems including Cisco Unified Communication Manager and its related Webex environment, Apple iOS/iPadOS support with mobile device management using Microsoft InTune, Audio/Video/Conference room assistance, and end-user support. The role will utilize Service Now ticketing system for management of end user support tickets and adhere to Service Level Agreements.

Requirements

HS Diploma or GED Equivalent
1-3 Years of IT support experience.
Cisco unified communications platform.
Troubleshoot, support and work with Cisco support vendor.
Apple IOS mobility platform.
Troubleshoot, support and work with Apple support vendor.
Microsoft Office 365 End point management platform.
Manage and support mobile devices within the standard MDM and ABM platforms.
WebEx App. (Messaging and Conference equipment)
Troubleshoot, support, train end users and work with WebEx support vendor.
Provide support for local conference rooms with AV needs, work closely with other IT teams in cross support areas.
Develop and help maintain documentation, processes and support standards.
Makes clear and convincing verbal presentations to individuals or groups.
Independently delivers presentations and briefings as required within role.
Effectively and consistently facilitates meetings with key stakeholders.
Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, experience, and judgement.
Appropriately escalates issues requiring direct manager insights, input on decisions.
Ability to effectively seek out others, including leaders or key stakeholders to ensure the best decision is made.
With guidance identifies potential issues that could impact internal or external customers and resolves issues as appropriate.
Promptly reacts to requests from customers in a timely and professional manner.
Reinforces importance of customer service.
Ability to maintain good relationships with the people who have the most impact on your work.
Actively seek feedback from stakeholder groups; develop effective listening skills.
Ability to lead self and request resources as necessary to deliver work deliverables.
Can effectively structure work and agreed deliverables according to company standards.
Ability to organize tasks and time to prioritize activities that advance project goals and key deliverables.
Takes initiative to work with direct manager to assess development needs and seeks out constructive feedback.
Works with direct manager to implement plans as needed to improve upon identified development needs.
Works with direct manager to proactively gain knowledge and seeks opportunities to further develop abilities.
This position requires the ability to safely and successfully perform essential job functions consistent with ADA, FMLA and other federal, state and local standards, including meeting qualitative and or/quantitative productivity standards.
This role requires the ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
This position requires compliance with all personnel policies.
The person in this position needs to occasionally move inside the office to access file cabinets, office equipment, etc.
This role continuously operates a computer and other office productivity equipment (i.e. a calculator, copy machine and computer printer).
Excellent communication, both written and verbal, as well as strong organizational skills are paramount.
You must work independently and be able to exercise tact, discretion, and professionalism when dealing with internal and external customers, and when handling sensitive and confidential information.

Nice To Haves

Certifications
College degree preferred in Information System or related discipline.

Responsibilities

Complete assigned tasks that assist with the implementation of various projects related to Buckeye’s applications.
Document end-user requirements related to the new applications.
Perform the maintenance of the various systems and technologies.
Respond to reported application issues.
Assist system administrators in the setup of assigned applications and administering systems interfaces.
Support the various IT systems with lifecycle management of assigned and dependent applications.
Create documentation for all supported applications and ensure documentation is current. Documentation may include IT PMO, Disaster Recovery, Interconnection, etc.
Test application upgrades before releasing them to Buckeye Business and provide recommendations for application system upgrades and enhancements.
Provide on-call support during non-business hours to Operations on an as-needed basis.
Provide exceptional customer service.
Assist with identifying potential opportunities to increase efficiencies and/or improvements to existing processes.
Help identify gaps in the current business model and propose processes that will help move the business forward.
And other duties as assigned.