Telecom Service Desk Support Specialist

• →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.

Preferred Qualifications

Certifications:

• 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.

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Preferred Competencies

• 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.

Working Conditions

• Standard office environment with flexible hours and limited on-call responsibilities.
• Extended computer use with repetitive hand/wrist movements required.
• Physical mobility needed, including bending, crouching, and lifting up to 25 lbs.
• Strong sensory requirements including color/depth vision and acute hearing.

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FLSA Status

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Pay Range

The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

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