IT Specialist (Help Desk/VoIP Systems)(pos#0096586)

University of Hawaii•Hilo, HI

8d•Hybrid

About The Position

The University of Hawaii at Hilo (UH Hilo) is a public liberal arts and sciences university on the Island of Hawaii, recognized for its integration of cultural immersion and place-based research that leverages the island's extraordinary geological, biological, and cultural diversity. A comprehensive, regional campus within the ten-campus University of Hawaii system, UH Hilo offers high-quality undergraduate and select postgraduate education, with distinctive strengths in areas such as marine science, geology, astronomy, and Hawaiian language revitalization, while advancing research, scholarship, and creative activity that support community needs, environmental stewardship, Indigenous knowledge systems, and workforce development priorities for the State of Hawaii. UH-Hilo Information Technology Services provides technical solutions and services by supporting and empowering the UH Hilo faculty, staff, students, and surrounding communities through informative training, open collaboration, creative solutions, dependable services, and reliable systems. The Information Technology Specialist provides comprehensive technological support across the campus network. This hybrid position serves as the primary, front-line point of contact for the campus community, blending general computing help desk services with specialized, hands-on telephony maintenance. Working closely as part of the core user-support team, this professional efficiently resolves daily computing issues, hardware deployments, software updates, and telephone endpoint adjustments while strictly aligning with UH System IT best practices and professional customer service standards.

Requirements

Possession of a baccalaureate educational degree in Computer Science and one (1) year of progressively responsible professional information technology experience with responsibilities for troubleshooting fundamentals; or any equivalent combination of education and/or professional work experience which provides the required education, knowledge, skills and abilities as indicated.
Functional knowledge of telephony systems demonstrated by knowledge, understanding and ability to apply principles, concepts, methodology and terminology.
Functional knowledge and understanding of technology, systems, hardware and software associated with telephony and desktop workstations.
Demonstrated ability to recognize problems, identify possible causes and resolve routine problems in the area of telephony and desktop workstations environments.
Ability to comprehend, interpret and implement administrative directives and guidance to ensure IT operations align with organizational standards and industry best practices.
Demonstrated ability to understand oral and written documentation, write reports and procedures, and communicate effectively in a variety of situations.
Demonstrated ability to establish and maintain effective working relationships with internal and external organizations, groups, team members and individuals.
Functional knowledge of local area networking standards, principals and operational aspects.
Functional knowledge of Windows OS and MacOS.
Ability to work a variable work schedule and to work outside normally scheduled work hours including day, night, weekend and/or holiday hours, as directed.

Nice To Haves

Knowledge of System Administration, Networking, and TCP/IP.
Knowledge of SIP communications.
Knowledge of EIA/TIA design and wiring installation standards.
Knowledge of the University of Hawaii at Hilo network infrastructure.
Knowledge of the University of Hawaii at Hilo telephony system.

Responsibilities

Under the general supervision of the Director, provides technical support and consultation for both general computing and campus-wide telephony/VoIP systems.
Serves as the primary point of contact for telephony service requests, providing excellent customer service while managing endpoint deployment (VoIP and analog), voicemail resets, and hardware replacement.
Troubleshoots telephony and data services, including VoIP endpoints, Analog Telephone Adapter (ATA) devices, and direct-provider analog lines.
Works as part of the Help Desk team to install, maintain, and troubleshoot assigned computer hardware and software campus-wide.
Provides professional, user-centered technological support and troubleshooting for faculty and staff, serving as an empathetic and responsive initial responder for technical issues.
Assists with the physical testing and technical documentation of telephony systems to ensure endpoint operational efficiency.
Provides training for faculty and staff in the use of computer hardware, software, network access, and VoIP telephony features.
Organizes, creates, and maintains technical documentation and diagrams for both help desk procedures and VoIP configurations.
Monitors the status and performance of telephony/VOIP and data services using specialized monitoring tools and applications.
Coordinates with other IT team members and external service providers to resolve complex telephony outages, ensuring timely, clear, and reassuring status updates are communicated to affected users.
Assists in the installation and troubleshooting of campus-wide instructional equipment, including audio/visual and printing systems.
Follows and implements directives and guidance related to best practices from University of Hawaii System Information Technology Services.
Ensures the consistent adoption, implementation, and enforcement of recommendations issued through University of Hawaii System Information Technology Service.
Keeps abreast of recommendations issued through University of Hawaii System Information Technology Service, and takes timely action as needed.
Other duties as assigned.