Telecommunications Technology Support Specialist- AZ- Information Technology Services

Midwestern University • Glendale, AZ

2d • Onsite

About The Position

The Telecommunications Technology Support Specialist is responsible for maintaining the voice, data, and telecommunications systems at Midwestern University. This role involves the proactive installation, maintenance, and monitoring of essential equipment and services that support the university’s telecommunications infrastructure. Key duties include providing support for the Microsoft Teams phone system, contact center operations, and emergency communication devices. This position reports to the Manager of Telecom Systems and may require occasional evening or weekend work.

Requirements

• Bachelor’s degree required preferably in IT Computer Science or IT related field.
• Candidates must have 2-4 years of desktop experience.
• Must have experience in troubleshooting and supporting telecommunication systems and procedures, including cell phones and set up of MS Authenticator and MS Outlook.
• Experience in coordinating with telecom vendors, service providers, and internal IT teams to implement new systems, resolve service interruptions, and optimize performance.
• Strong background in documenting technical procedures, configurations, and support resolutions for both technical staff and end users.
• Must have an understanding of analog-to-IP hardware that is used with legacy phone devices.
• Ability to test and repair devices when not functioning as experience.
• Proficiency in Windows OS, Apple OS, Apple IOS, Microsoft Office 365 applications, Outlook, MS Teams, and computer operation is required.
• This individual must have regular, in-person, predictable attendance and be able to work in a constant state of alertness and safe manner.

Nice To Haves

• Master’s degree preferred.

Responsibilities

• Provide customer support for the Microsoft Teams phone system, Genesys contact center at our AZ campus and clinics, and all telecommunications hardware and software.
• Monitor accessibility and performance of the telecommunications system and troubleshoots and resolves problems.
• Onboard new cell phone and troubleshoot cell phone issues in MWU environment, including the set up of MS Authenticator and MS Outlook.
• Perform new cloud fax setup (Open Text) and troubleshoot issues with the cloud vendor.
• Perform new installations or replace outdated or malfunctioning equipment.
• Test and repair legacy analog devices.
• Collaborate with clinical and departmental teams to develop and maintain backend workflows that enhance telephony efficiency and user experience.
• Support the department's telecom operations by identifying cost-effective solutions and ensuring adherence to annual spending targets.
• Document procedures, configurations, and support resolutions for knowledge sharing and compliance.
• Deliver exceptional customer service and technical support to end-users across the university.
• Participate in on-call rotations and respond to urgent communication system issues as needed.
• Develop new techniques and procedures to enhance communication services
• Responsible for reviewing telecommunication processes, evaluates results and recommends new processes.

Benefits

• We offer a comprehensive benefits package that includes medical, dental, and vision insurance plans as well as life insurance, short/long term disability and pet insurance.
• We offer flexible spending accounts including healthcare reimbursement and child/dependent care account.
• We offer a work life balance with competitive time off package including paid holiday’s, sick/flex days, personal days and vacation days.
• We offer a 403(b) retirement plan, tuition reimbursement, child care subsidy reimbursement program, identity theft protection and an employee assistance program.
• Wellness is important to us and we offer a wellness facility on-site with a fully equipped fitness facility.

What This Job Offers

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