Telecommunications Technology Support Specialist- AZ- Information Technology Services

Telecommunications Technology Support Specialist - AZ - Information Technology Services

Midwestern University is seeking a Telecommunications Technology Support Specialist to maintain voice, data, and telecommunications systems across the university. The role includes proactive installation, maintenance, and monitoring of equipment and services that support the university’s telecommunications infrastructure, with a focus on the Microsoft Teams phone system, contact center operations, and emergency communication devices.

The Telecommunications Technology Support Specialist reports to the Manager of Telecom Systems and may be required to work evenings or weekends. Core responsibilities include delivering customer support, monitoring system performance, troubleshooting issues, onboarding new devices, and collaborating with clinical and departmental teams to enhance telephony efficiency.

• Provide customer support for the Microsoft Teams phone system, Genesys contact center at the AZ campus and clinics, and all telecommunications hardware and software.
• Monitor system accessibility and performance, troubleshoot and resolve problems.
• Onboard new cell phones and troubleshoot cell phone issues, including setup of MS Authenticator and MS Outlook.
• Perform new cloud fax setup (Open Text) and resolve vendor issues.
• Install new equipment or replace outdated or malfunctioning equipment.
• Test and repair legacy analog devices.
• Collaborate with clinical and departmental teams to develop and maintain backend workflows that enhance telephony efficiency and user experience.
• Identify cost‑effective solutions and ensure adherence to annual spending targets.
• Document procedures, configurations, and support resolutions for knowledge sharing and compliance.
• Deliver exceptional customer service and technical support to end‑users across the university.
• Participate in on‑call rotations and respond to urgent communication system issues as needed.
• Develop new techniques and procedures to enhance communication services.
• Review telecommunication processes, evaluate results, and recommend process improvements.

• Bachelor’s degree in IT, Computer Science, or related field (Master’s preferred).
• 2–4 years of desktop experience and experience troubleshooting and supporting telecommunication systems.
• Experience with cell phones, MS Authenticator, MS Outlook, and analog‑to‑IP hardware.
• Experience coordinating with telecom vendors, service providers, and internal IT teams to implement new systems and resolve service interruptions.
• Strong background in documenting technical procedures, configurations, and support resolutions.
• Proficiency in Windows OS, Apple OS, Apple iOS, Microsoft Office 365 applications, Outlook, and MS Teams.
• Ability to test and repair devices, and to maintain a constant state of alertness in a safe working environment.
• Reasonable accommodations are available for individuals with disabilities.

The role requires frequent standing, walking, sitting, handling, reaching, and occasional lifting up to 10, 25, or 50 pounds. Vision must be correctable to 20/20 in at least one eye.

Work may involve outdoor weather conditions, exposure to moving mechanical parts, and occasional work in high or precarious places with risk of electric shock. Noise level is usually moderate.

Midwestern University offers medical, dental, vision, life insurance, and disability coverage, as well as a 403(b) retirement plan, tuition reimbursement, child care subsidy, wellness facility, and comprehensive benefits package.

Midwestern University is an Equal Opportunity/Affirmative Action employer that does not discriminate against an employee or applicant based upon race, color, religion, creed, national origin, ethnicity, sex (including pregnancy), gender expression or identity, sexual orientation, marital status, age, disability, citizenship, military service, genetic information, or any other protected class in accordance with all federal, state and local laws and regulations.