Repair Service Desk Technician

Are you dependable, detail-oriented, and passionate about supporting technology users across a major research institution? The Office of Information Technology (OIT) at the University of Minnesota seeks a Voice & Data Repair Technician. You would be responsible for providing advanced technical support for voice and data services, resolving complex issues escalated from Tier 1 teams. Ensure service reliability, SLA compliance, and high customer satisfaction within a large enterprise environment.

This role is ideal for someone who demonstrates strong accountability and ensures consistent service delivery. You’ll play a key role in maintaining the University’s technology operations.

• Provide Tier 2 support for wired, wireless, and voice services across a large, distributed campus environment.
• Troubleshoot complex network connectivity and performance issues escalated from Tier 1 support.
• Support enterprise VoIP and PBX systems, including IP phones, voicemail, emergency calling, and call routing.
• Provide Tier 2 support for the University's Zoom Phone and Zoom Contact Center (ZCC) deployment, including user provisioning, call queues, auto receptionists, voicemail configuration, call routing, emergency calling (E911), porting events, and ZCC agent and supervisor workflows.
• Serve as a frontline responder for voice-impacting Major Incidents, including outages affecting public safety, clinical operations, and campus-wide telephony, manage spam mitigation, caller , number ports, and forwarding configurations for departmental and individual lines.
• Configure and support enterprise switches, access points, VLANs, network ports, and security removal requests using tools such as porttool, Service Gateway, and bastion-based administrative platforms.
• Work within the University's HPE Aruba Networking and HPE Green Lake managed environment to perform port configurations, VLAN changes, and connectivity validation as part of routine support and migration activity.
• Diagnose latency, packet loss, jitter, roaming, and call-quality issues using packet captures, wireless heat maps, and real-time monitoring tools.
• Perform moves, adds, and changes (IMAC) for network ports and phone services in academic buildings, residence halls, labs, and offices.
• Monitor network health and respond to outages or degraded service affecting critical university operations.
• Collaborate with Tier 1, the Network Operations Center (NOC), Tier 3 engineering, telecom carriers, field services, and facilities teams during incident response and planned maintenance.
• Maintain accurate documentation in the KB knowledge database and in ticket creation.
• Support classrooms, lecture halls, research facilities, and major campus events as needed.
• Adhere to university IT policies, security standards, and compliance requirements.

Required Qualifications:

• Bachelor's degree OR a combination of education and relevant work experience equal to four years.
• Working knowledge of TCP/IP, DNS, DHCP, VLANs, VoIP, and core networking fundamentals.
• Experience supporting routers, switches, wireless access points, and IP telephony in a business or enterprise setting.
• Strong troubleshooting skills with the ability to navigate the OSI model and isolate issues across physical, network, and application layers.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
• Demonstrated customer service skills with a track record of patience, empathy, and follow-through.
• Demonstrated time management skills and the ability to navigate competing priorities with minimal supervision.

Preferred Qualifications:

• Experience with ITIL practices, including incident, problem, change, and knowledge management.
• Cisco Certified Support Technician (CCST), CCNA, HPE Aruba ACA, or equivalent industry certification or experience.
• Hands-on experience with Zoom Phone, Zoom Contact Center, or other cloud-based UCaaS / CCaaS platforms.
• Familiarity with HPE Aruba Networking, HPE Green Lake, Air Wave, or similar enterprise wireless and network management platforms.
• Experience with network and voice monitoring tools such as WMON, Solar Winds, Libre
  
  NMS, or comparable platforms.
• Enterprise, healthcare, higher education, or carrier-grade network experience.
• Experience producing end-user documentation, training guides, or knowledge base articles.
• Experience supporting HIPAA, FERPA, or other regulated environments.

The Office of Information Technology (OIT) is the University's central IT unit and provides enterprise-level technologies and services that are broadly consumed, core to central administrative business operations, and tend to offer substantial economies of scale. We are part of a larger ecosystem of IT professionals who work in academic and support units systemwide. Local or collegiate IT units often offer discipline-specific, niche, and complementary services to the OIT central services.

Pay Range: $65,000 -…