Desktop Support Technician

Job Summary

The position will report to a UC Assistant Director. The position provides administrative support, optimization, administration and technical documentation for either a localized site and / or enterprise network system.

The person in this position will oversees daily support for Unified Communications technologies and will proactively Identifies issues that are often difficult to detect and performs root cause analysis in finding resolution to Unified Communications systems failures or faults.

Responsible for managing major projects that impact multiple facilities, clinics and the availability of mission-critical IT services.

General tasks and responsibilities will include :

Hands on experience in architecture / design, implementation & administration of Unified Communications systems.

Mobile device procurement iPhone, iPad and Samsung devices

Working with Telecom carriers during implementations and outages

Perform monthly invoice analysis, validation, and payment approval on all land, long distance, data, and wireless invoices to ensure compliance with vendor contracts.

Perform bimonthly mobile device audits to determine if we should select a more cost-effective plan, or need to update our mobile catalog, and communicate concerns to managers.

Track and resolve billing disputes / discrepancies with various carriers, present escalation issues, status reports and findings to Director.

Manage mobile phone recycle and inventory program.

Manage paging systems and equipment (Beepers)

Assist in facility s Send Word Now notifications and systems update.

Research past due balances to ensure they are cleared in a timely manner, and ensure credits are received and applied.

Maintain an accurate inventory of all telecom circuits, numbers, and equipment.

Work directly with vendor to resolve claims in an accurate and timely manner.

Assist in configuring and installing various CISCO IP Phone models on CUCM various versions.

Day to Day maintenance Cisco Unified Contact Center

Assist in configuring Agents IP Phones for extension mobility allowing access to the system from all available desktops and IP phones.

Assist in configuring and installing various CISCO IP Phone models on CUCM various versions.

Perform move adds and changes on Cisco Unity Connection

Assist in configuring Agents IP Phones for extension mobility allowing access to the system from all available desktops and IP phones.

Attend all Telecommunications and HHC training (VoIP, Media, Breakthrough, Computer training and Customer Service Training)

Perform other duties as assigned.