Overview:
Telecommunications Support Analyst Senior
Full-Time, 80 Hours per pay period, Day Shift
Covenant Health is East Tennessee’s top-performing healthcare network with 10 hospitals and over 85 outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division.
Headquartered in Knoxville, Covenant Health is a community-owned, not-for-profit healthcare system and the area’s largest employer with over 11,000 employees.
Covenant Health is the only healthcare system in East Tennessee to be named six times by Forbes as a Best Employer.
Position Summary:
Under general direction, responsible for installing, repairing, maintaining, and administering the telecommunications network and working with end users and other IT support groups to provide consistent, high quality voice communication.
Recruiter: Kathleen Rice || kkarnes@covhlth.
com || 865-368-7313
Responsibilities:
Serve as the primary point of contact with internal customers, other IS field technicians and vendors regarding telecom support issues.
Evaluate user requests for new services, system outages, videoconferencing, and telecom issues and help provide solutions.
Provide technical evaluations, information, training and services to end-users.
Plan, prioritize and perform daily work including emergency repair tickets, system back-ups
Monitor and provide reports on telecom traffic and utilization from the PBX, Voice Mail systems and Telemanagement system.
Maintain, research and interpret vendor technical documentation and schematics
Provide technical evaluations, information and services on IT projects when requested
Use PC-based and server-based systems to complete work tickets, diagnose problems, update configurations records and administer multiple PBX’s, Voice Mail systems, and Telemanagement system database with the allocation of available ports.
Assist other employees with IT projects for facilities as requested.
Serve as project lead where assigned.
Train junior staff.
Maintain site closets to meet structured cabling standards and equipment placement
Use digital/analog test equipment to identify and analyze T1 and other circuit problems.
Qualifications:
Minimum Education: None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED.
Preference may be given to individuals possessing an Associate’s degree in a directly-related field from an accredited college or university.
Minimum Experience: Minimum of three (3) years telecommunications equipment and component installation, maintenance and administration.
Understanding of Enterprise Class PBX systems and working knowledge of PBX administration software.
Previous experience with using spreadsheets, word processing, CAD, and other office automation software required.
Demonstrated knowledge of call center systems and call routing configuration.
Licensure Requirement: Employee must have a valid Tennessee driver’s license Class D and state mandated minimum insurance coverage.
Driving record must meet Covenant Health minimum standards at the date of hire and throughout employment tenure.
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