Mobile Device Support Technician (Telecom Specialist (Voice)), Enterprise Infrastructure

Empower Every New Yorker - Without Exception - to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

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.

Duties & Responsibilities

• 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.

Minimum Qualifications
1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronic, physics, and/or planning and analysis of electronic systems and three years of satisfactory full time experience in performance of analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications or a closely related electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity; or
2. An associate degree from an accredit college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronic, physics, and/or planning and analysis of electronic systems and four years of experience as described in 1 above, one year of which must have been specialized work in a consultative or supervisory capacity; or
3. A four year high school diploma or its educational equivalent and five years of experience as described in 1 above, one year of which must have been specialized work in a consultative or supervisory capacity; or
4. A satisfactory combination of education and/or experience equivalent to 1, 2, or 3 above. A college education may be substituted for experience on the basis of six months of experience as described in 1 above for each 30 semester credits of undergraduate education including or supplemented by 6 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronic, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have a four year high school diploma or its educational equivalent, and at least three years of the experience, as described in 1 above, one year of which must have been in a supervisory capacity.

Department Preferences

Certification(S)/NYS Licenses:

• CCNA, CCNP or equivalent training, education, and 1 year working experience.)

Knowledge, Skills, Abilities and other Requirements:

• Superior analytical and problem-solving skills required
• Must possess excellent communication, documentation, and interpersonal skills
• Must be capable of working well with others and independently
• Must be able to perform all job functions with minimal supervision in a timely fashion
• Must be able to evaluate service requests and projects and prioritize as necessary
• Accuracy, attention to detail, and confidentiality required
• Requires after-hours support work may be required and as needed.
• An in-depth and up-to-date knowledge of Unified communications
• Some travel to sites within the five NYC borrows is required
• Required to attend Central Office meetings.
• Participate in special projects as needed and perform other duties as assigned.
• Must be able to work independently as well as work as part of a fast-moving team

EQUIPMENT/MACHINES OPERATED:

• General Office equipment (computer, scanner, printer, phones)
• iPad, Tablets, Smartphones
• A/V

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Note: Candidates selected for a position are required to come to NYC as part of their onboarding.