Telecom Service Desk Support Specialist

University of Chicago • Chicago, IL

2d • Hybrid

About The Position

The Telecom Service Desk Support Specialist administers and coordinates daily support operations for enterprise voice infrastructure across the University and Medical Center, including on-premise and cloud-based telephony, conferencing, contact centers, faxing solutions, and cellular services. This role is responsible for front-end order processing, including service adds, moves, and changes, and auditing voice service processes for improved efficiency. Primary responsibilities include entering, assigning, monitoring, and closing ServiceNow tickets; providing technical support to customers via email and phone; troubleshooting and escalating user issues as needed; managing support workflows and queue health; and maintaining accurate provisioning and documentation. This role collaborates with internal project teams and external telecom carriers, such as AT&T and Lumen, to coordinate circuit installs, repairs, and cancellations, and to support voice-related implementations. The Specialist works independently, acting as an expert resource, collaborating across teams, advising technical leadership, and driving process improvements to optimize voice services for all users.

Requirements

• Bachelor’s degree in a related field, or an equivalent combination of education and relevant experience.
• 5-7 years of work experience in a related job discipline.

Nice To Haves

• Certification in Cisco, voice systems, or IT Service Desk applications.
• Strong knowledge of enterprise telephony and unified communications (Cisco Call Manager, Jabber, Webex, Zoom, and RightFax).
• Proficient at configuring and troubleshooting analog/digital circuits and endpoints, such as Centrex, voice gateways, FAX, wireless, and conference phones.
• Skilled in account provisioning and ticketing systems, preferably ServiceNow; experience with provisioning tools such as Akkadian.
• Excellent verbal and written communication for user support, documentation, and stakeholder coordination.
• Comfortable working with technical peers, vendors, and end users to resolve complex issues.
• Manage multiple tasks and tickets simultaneously; strong organizational skills for tracking progress and meeting targets.

Responsibilities

• Provides and coordinates Tier 1 and Tier 2 technical support for enterprise on-prem and cloud voice technologies, including Cisco Call Manager, Webex Control Hub, Unity voicemail, UCCX, Finesse, Voice Gateways, VoIP/Analog phone systems, and cellular devices.
• Manages and resolves complex technical issues, escalating and documenting for third-tier support as needed.
• Monitors interruptions in phone, voice, and cellular services; coordinates rapid response and resolution, ensuring service levels and customer needs are met.
• Utilizes ServiceNow and internal work order management systems for ticket entry, tracking, triage, and closure; delegate incoming service requests and repair incidents to Voice Services technical staff.
• Guides end users and targeted clients in voice and data problem resolution and technical support.
• Audits and analyzes voice and cellular services; recommends and implements improvements based on user needs and technology advancements.
• Acts as a technical expert, providing guidance to colleagues and IT leadership as needed.
• Collaborates on telecommunications projects, including implementation and coordination for new system deployments, office moves, upgrades, adds/changes, and circuit audit and rationalization.
• Coordinates with carriers, such as AT&T and Lumen, for installs, repairs, cancellations, and service modifications; follows through with escalations to resolution; places orders and facilitates site visits for repairs; cancels services as needed and ensures proper billing and credits post-cancellation.
• Provisions, maintains, and deletes users and accounts for telephony services and contact centers.
• Assists with voicemail and phone tree messaging; ensures accuracy of public documentation and supports materials for end users.
• Verifies completion and resolution of all user requests through order management tracking and closure workflows.
• Provides and updates ongoing technical documentation, knowledge base articles, and compliance materials for internal and external stakeholders.
• Acts as the initial contact for daily support issues using ServiceNow and the Voice Services contact center; leverages best practices and enterprise knowledge to recommend system enhancements and improved user experiences.
• Monitors resource responsiveness and tracks progress toward SLA targets; prioritizes assignments and ensures all issues are resolved efficiently.
• Guides the education, training, development, promotion, and implementation of voice and data services.
• Collaborates with users in the analysis, research, and implementation of voice and data requirements for all users within the University and affiliate groups.
• Solves complex problems in voicemail and standard voice services based on user need and technology.
• Uses in-depth knowledge and experience to maintain optimum cellular services for University users.
• Performs other related work as needed.

Benefits

• health
• retirement
• paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level