Unified Communications Specialist

• $52,500 Annual, Non-Exempt (Eligible for overtime)
• 40 hours per week
• 100% Remote Work Availability: No
• Hybrid Work Availability: No

This position is part of the Unified Communications team providing office administration, as well as in-depth technical support of the telecommunications system with resolutions, triage, and escalation of tickets to other resources. They are experienced and knowledgeable technicians able to assess issues and provide solutions for problems that cannot be handled by the UIT Help Desk.

65% - End User Support - (Essential)

• Provide technical support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues with the campus Unified Communications system.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to team-defined processes.
• Escalate requests and incidents with accurate documentation to suitable technicians when required while keeping customers and other team members informed.
• Use remote tools to aid in troubleshooting.
• Use the chosen ticket management solution to document all issues, track the status and time of tickets, and ensure timely resolutions.
• Research solutions through internal and external knowledgebase and resources as needed.
• Support Unified Communications software and hardware used by the organization.
• Test fixes to ensure an incident has been adequately resolved.
• Always represent UND in a professional manner by providing excellent communications and customer service.

15% - Unified Communications Student Supervisor - (Essential)

• Provide training, direction, and supervision to UC Student position.
• Coordinate with the Unified Communications Student to decide each semester’s schedule.
• Approve time submissions in both the HR and ticketing systems.

15% - Support Documentation - (Essential)

• Develop and maintain a working knowledge base of UIT procedures, policies, and guidelines for end users.
• Develop documentation of system changes and problems.
• Maintain and update the Unified Communications website.

5% - Other Duties - (Essential)

• Develop and maintain contact with people in key positions pertinent to other duties and responsibilities.
• Attend conferences, webinars, and seminars when available.
• Remain as current as possible with related new technology.
• Research new products and services that may benefit supported departments.
• Participate in departmental meetings.
• Serve on campus-wide committees and participate in campus-wide meetings when applicable.
• Complete timesheets by the due date 80% or more of the time and track time in the tracking system.
• Document and update projects in the tracking system to track project progress.
• Other duties as assigned.

• Organizational skills
• Computer data entry and manipulation
• Customer service skills
• Office practices and procedures
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills

• Associates Degree OR three years of directly related experience
• Experience in Telecommunications or Networking.
• Experience providing end-user computer support.
• Experience providing end-user application support.

Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

• Working technical experience with PBX, voice mail, interactive voice services, call management systems, and telecommunications accounting systems.
• Working technical experience applying current telecommunications practices, protocols, and principles.
• Working technical experience with current Internet and network protocols, operating systems, and standards.
• Experience in a supervisory or leadership role.