Job Details

Voice Services Administrator
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Position Number: 5990413
Location: Augusta, GA
Position Type: Computing - Network/System Administration

Voice Services Administrator

Job ID: 281665
Location: Augusta University
Full/Part Time: Full Time
Regular/Temporary:

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About Us

Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state. More than 10,500 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences. Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today. Our mission and values https://www.augusta.edu/about/mission.php make Augusta University an institution like no other.

Augusta University's distinct characteristics in education and research include real-world experiences and community engagement, as well as a culture of building community, corporate and government partnerships that address health, security, economic and societal concerns locally and across the state.

The University System of Georgia https://www.usg.edu/hr/orientation/welcome_to_the_board_of_regents_university_system_office is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.

Location

Augusta University-

Our Health Sciences Campus: 1120 15th Street, Augusta, GA 30912

College/Department Information

The Division of Information Technology's mission at Augusta University is to anticipate and respond effectively to a changing world with agile, innovative, robust and secure services that educate and inspire students, empower clinicians, educators, researchers and administrators, advance learning, discovery and care.

Job Summary

A Voice Services Administrator is a recognized subject matter expert in job area typically obtained through advanced education and work experience. Diagnoses problem source through discussions with users. Coordinates with internal support and operations groups or with vendors to resolve problems. Requires an understanding of technical aspects of telecommunications equipment and systems and vendor capabilities.

Responsible for providing support to users for problems associated with the organization's telecommunications networks (voice and/or data). Responsibilities typically include managing projects or processes with oversight from manager, coaching, reviewing and delegating work to lower level professionals, problems faced are difficult and often complex.

Responsibilities

Duties include, but are not limited to:

COMPLIANCE WITH CUSTOMER SERVICE STANDARDS: Assist in monitoring daily activity (to include Service Now ticketing system), connections for network devices, and restoring outages on the AU Voice Over IP (VOiP) environment. Assist in the planning and implementation of projects related to the AU VOiP environment. Provide assistance in breaking down each project into a series of independent and dependent steps. Where necessary, assist in informing and securing services from other team members or external personnel. Work with all involved to assist in the development of a step-by-step project plan including intermediate and long-range target dates. Assist in managing the project, step-by- step, to successful completion within the target dates. Assist help desk personnel users, or other ITSS staff with related problems of the AU VOiP environment. Provide any necessary written instructions or revised documentation related to the problem. Assist in technical consultations for design, engineering, and integration of voice infrastructure to the university.

OTHER DUTIES: Perform other duties as assigned.

Required Qualifications

Bachelor's degree from an accredited college or university with a minimum of three years of experience in a relevant field of work.

Preferred Qualifications

Experience with CISCO VOiP systems. Experience creating/maintaining call trees.

Knowledge, Skills, & Abilities

KNOWLEDGE
Proficient in Microsoft Office and other computer software/databases.

Demonstrate an understanding of the need for discretion of all confidential and EPHI (Electronic Protected Health Information) HIPAA regulations.

Experience with Cisco solutions such as Jabber, Unity, and Call Center.

Experience creating and maintaining call trees.

SKILLS
Excellent interpersonal, written and verbal communication skills.

Demonstrate effective problem-solving, analytical, and time management skills.

Demonstrate strong verbal and written communication skills.

Demonstrate strong organizational, presentation and customer service skills.

ABILITIES
Ability to maintain confidentiality.

Demonstrate ability to prioritize and multi-task.

Demonstrate ability to promote and maintain good interpersonal relationships.

Shift/Salary/Benefits

Shift: Days/M-F (work outside of normal hours may be required)

Pay Grade: B12

Salary: $62,300/annually - $70,299/annually

Salary to be commensurate with qualifications of the selected candidate within the established range (generally minimum-midpoint) of the position

Recruitment Period: Until Filled

Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees.

Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays.

Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!

Conditions of Employment

All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University.

If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage.

Motor vehicle reports are required for positions that are required to drive an Augusta University vehicle.

For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.

All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.

Other Information

This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees. "Augusta University is a patient-and family-centered care institution, where employees partner every day with patients and families for success."

Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited.

Equal Employment Opportunity

Augusta University is proud to be an equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans.

How To Apply

Consider applying with us today!

https://www.augusta.edu/hr/jobs/ Search Job ID 281665

Select University Faculty & Staff > External Applicants if you are a candidate from outside the university

Select University Faculty & Staff > Internal Applicants if you are a current university employee

If you need further assistance, please contact us at 706-721-9365

To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=12000&JobOpeningId=281665&PostingSeq=1