Communication Technician II

OPS ITS - Voice Operations

IT Services (ITS) collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. We provide secure, stable, and reliable infrastructure and applications that support the mission of the University. ITS supports and enables faculty research and teaching with the effective use of technology, simplifies the technology experience for all users, and identifies, manages, and mitigates technology risks for the University.

Under minimum supervision, this individual performs the maintenance, troubleshooting, and repair of communications voice equipment and systems for all sites administered and maintained by the University of Chicago and UChicago Medical Center under the general direction of the Voice Operations Technical Lead and the established reporting structure. Responsible for providing Tier 1 and 2 support and participating in a rotation of 24/7 support, (on call). This position will work on projects as requested by management.

• Makes decisions outside of established procedures affecting the system's operation, if needed.
• Monitors, diagnoses and implements the repair of communications networks, equipment, and software in accordance with established procedures. Performs routine preventive system maintenance.
• Diagnoses carrier-related problems, including digital and analog circuits, and reports status and repairs needed. Reports issues and opens tickets with carrier services. Follows up to completion.
• Assists carriers with access to University of Chicago closets and equipment.
• Installs communications equipment to board level or as instructed. Functions as the on-site person to work with voice engineers, voice specialists, inventory staff, network team and vendors.
• Responds to customer questions and inquiries regarding features and functions of the communications system.
• Enters incident and request tickets in our ITSM tool, ServiceNow, and properly documents tickets to capture an accurate history of events with the relevant details.
• Maintains service activity documentation, which includes all maintenance activity performed on communications hardware and software as well as parts usage figures. Monitors inventory levels and alerts Inventory Coordinator when additional supplies and equipment is needed.
• Guides and assists new Communication Technicians in training, orientation and proficiency growth in the University’s voice systems and procedures.
• Provides coverage for all remote sites, such as Ingalls, Northwest Indiana, etc..
• Maintains work area in an orderly manner.
• Works on special projects as needed.

• Interpret and analyze complex technical drawings, schematics, and documentation.
• Strong analytical, troubleshooting, and decision-making skills to diagnose and resolve complex technical issues.
• Effective verbal, written, and interpersonal communication skills, including the ability to document technical information and communicate effectively with technical and non-technical stakeholders.
• Strong customer service skills to build and maintain effective working relationships with customers and colleagues.
• Strong organizational, time management, and prioritization skills to manage multiple assignments and work independently.
• Work effectively in a multi-shift, multi-location environment.
• Additional Responsibilities
• Education, Experience, or Certifications

• High school diploma or GED required.
• Associates degree in electronics or related field.
• Graduate of a technical school.

• Minimum three years of experience troubleshooting and resolving issues with voice communications infrastructure, including voice gateways, carrier circuits, and DMARC’s required.
• Background in academic and/or healthcare environments is preferred.

• I.B.E.W. Local 134 Communications Technicians in good standing with the union.
• Valid driver's license required.
• Familiar with Cisco Unified Communications Manager and Cisco Unity technologies to troubleshoot and resolve service issues preferred.
• Familiar with Cisco UCCX-related technologies, call center, including Finesse for troubleshooting agent issues is preferred.

• Proficient in computer, spreadsheet, and database applications.
• Proficient in use of hand/power tools and test equipment.
• Demonstrated knowledge of digital and analog circuitry and data transmission technologies.
• Proficiency in using basic computer hardware, software, and communications test equipment, including transmission test sets, digital multimeters, tone/pulse linesman test sets, traceable tone-tone generators, tone tracers, remote maintenance terminals, time domain reflectometers (TDR), optical test equipment, and DS1/DS3 test equipment.
• Proficiency with Microsoft Office applications and experience using ServiceNow or a comparable IT Service Management (ITSM) platform.

• Primarily works in a standard office environment with regular use of computers and other office technology.
• May be required to work flexible business hours, including occasional after-hours support and participation in a limited on-call rotation.
• Remain in a stationary position,sitting or standing, for extended periods and move throughout office and campus locations as needed.
• Bend, crouch, or stoop when installing, inspecting, or servicing equipment.
• Perform repetitive hand, wrist, and finger movements associated with computer and technical equipment use.
• Effectively communicate and accurately perceive information through visual and auditory means, including reading technical documentation, distinguishing colors, and recognizing verbal communications and equipment signals.
• Lift, carry, push, or pull equipment and materials weighing up to 25 pounds.

Required Documents:

• Resume/CV
• Cover Letter
• References Contact Information (3)
• Union Card Copy