When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
Under the direction of the Manager of Telecommunications Services, and within established hospital, clinic, and department policies and procedures, support Telecommunications activities in a multi-vendor, multi-platform environment. Responsible for the installation, maintenance, and tuning of Telecommunications software and hardware Provides technical assistance to the Telecommunications Architect for the installation of new technologies as well as providing next level support to Telecommunications Associates. Consults with the Manager of Telecommunications Services on specific matters requiring clarification, interpretation, or exception to standard policies and procedures.
Job Description:
Primary Responsibilities:
Routinely communicates with the Telecom System Manager and others as appropriate, regarding department functions and the status of various programs, services, and financial objectives. (essential)
Works to maintain Telecom Department SLA timelines for call backs, installations and problem resolutions. Responsible
for accurate ticket reporting. (essential)
Participates as a technical member of the Telecommunications work team, assisting with technical installations as required, as well as with planning and operational management. Also, monitors daily work requests in tracking systems and completes requests for system configurations. (essential)
Primary responsibility is for the proper configuration of the phone system. Telecom Analysts are expected to be able to configure call forwarding, call routing, voice menus and call recordings. Ability to program ACD agents and skills.
Oversees and meets with end users to design solutions for their workflow requirements (essential)
Mentors entry level Telecom Associates. Manages telecom projects and supervises work of Telecom Associates and Contractors working for Telecommunications Department to insure quality of craftsmanship or to verify and approve the installation of new services and equipment. (essential)
Requests assistance from the Telecom Architect for difficult or complex work requests or projects. Will be required to manage small projects and must be able to work independently or collaboratively in multidisciplinary groups (construction projects, move projects, complex installations, etc.) (essential)
Facilitates the resolution of alarms/outages within the Telecommunications Systems by implementing advanced debugging processes including, consulting with vendors, initiating internal testing procedures, running reports as directed by management or coordinating the delivery of parts to specified locations either in person or by courier. (essential)
Responsible for maintaining critical communications services in emergency situations and must be available off hours for major installations, upgrades, outages and on-call rotation. (essential)
Required Qualifications:
1. High School diploma or GED required. Associate's degree preferred.
2. 5-8 years related work experience required.
3. Advanced technical computer skills as required for technical support specific to functional area and related systems.
Preferred Qualifications:
1. Avaya Certifications
Competencies:
1. Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
2. Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
3. Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.
4. Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
5. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
6. Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
7. Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
8. Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Pay Range:
$33.65 – $45.29
The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.
