VoIP and Telecom Coordinator

The Information Technology Department is seeking a full time VoIP and Telecom Coordinator to join our team.

JOB SUMMARY

Reporting to the Director of Information Technology or designee, the VoIP and Telecom Coordinator is a non-supervisory, hands-on technical position responsible for maintaining, configuring, troubleshooting, and supporting the organization's VoIP, telephone, cabling, desktop, laptop, and related technology environment.

The position performs routine telecommunications and endpoint support, including telephone installations and changes, desktop and laptop maintenance, wall-jack repair, cable tracing and toning, cable termination, connectivity testing, and related technical documentation.

This position does not supervise employees, manage the Help Desk, approve invoices or expenditures, negotiate contracts, independently direct vendors, establish telecommunications or endpoint strategy, or manage departmental projects.

DUTIES AND RESPONSIBILITIES

• Installs, configures, tests, replaces, and troubleshoots VoIP phones, conference phones, analog adapters, voicemail services, and related telecommunications equipment.

• Creates and modifies extensions, device assignments, voicemail settings, call-routing configurations, hunt groups, and other approved system settings within assigned access.

• Performs telephone moves, additions, changes, and disconnections based on approved service requests.

• Troubleshoots call-quality, registration, voicemail, handset, local connectivity, and basic carrier-related issues and escalates unresolved outages appropriately.

• Inspects, tests, troubleshoots, repairs, and replaces defective voice and data wall jacks, faceplates, connectors, patch cables, and related cabling components.

• Traces and identifies voice and data cabling using approved cable-toning and testing equipment and corrects improperly labeled, disconnected, damaged, or nonfunctioning cable runs when within the position's authorized scope.

• Terminates and re-terminates copper cabling at wall jacks, patch panels, and other approved connection points using established cabling standards.

• Tests repaired or newly installed jacks and cable connections to verify continuity, labeling, connectivity, and proper operation.

• Maintains accurate labeling and documentation of wall jacks, cable runs, patch-panel connections, telephone extensions, and network-port assignments.

• Identifies cabling conditions requiring extensive new installation, construction, specialized certification, or an outside vendor and escalates them to IT management.

• Performs routine maintenance and technical support for desktops, laptops, and related endpoint equipment, including hardware and peripheral replacement, software installation, operating-system and application updates, configuration, deployment, and troubleshooting.

• Diagnoses and resolves assigned desktop and laptop hardware, software, connectivity, printing, and peripheral issues and escalates unresolved or higher-level issues to the appropriate IT team.

• Assists with the setup, relocation, replacement, and collection of desktops, laptops, monitors, docking stations, headsets, and related equipment.

• Responds to assigned telecommunications and endpoint tickets and documents diagnostic steps, work performed, resolutions, equipment changes, and escalations.

• Supports approved VoIP upgrades, telephone deployments, office moves, endpoint deployments, and cabling activities by completing assigned technical tasks.

• Provides approved technical information to vendors or carriers when directed by IT management and tracks service-ticket status without directing vendor performance or enforcing contracts.

• May compare invoices or service records against documented telephone numbers, circuits, or equipment solely to identify discrepancies for management review; the position does not approve invoices or authorize payment.

• Follows organizational requirements concerning cybersecurity, privacy, HIPAA, change control, documentation, and appropriate system access.

• Performs other non-supervisory technical duties consistent with the scope of the position.

SPECIALIZED SKILLS AND COMPETENCIES

• Working knowledge of VoIP phones, voicemail, extensions, call routing, analog devices, and telecommunications troubleshooting.

• Working knowledge of structured voice and data cabling, wall jacks, faceplates, patch panels, cable termination, cable tracing, cable toning, connectivity testing, and labeling practices.

• Ability to use cable testers, toner-and-probe tools, crimping tools, punch-down tools, and related telecommunications equipment safely and correctly.

• Ability to diagnose and correct common wall-jack, patch-cable, termination, labeling, and connectivity problems.

• Basic knowledge of TCP/IP networking, Power over Ethernet, switches, VLANs, network ports, and the relationship between voice and data services.

• Working knowledge of desktop and laptop hardware, Windows operating systems, common business applications, printers, peripherals, and routine endpoint maintenance.

• Ability to install, configure, maintain, and troubleshoot telephone equipment, desktops, laptops, cabling, and related technology.

• Ability to follow approved technical procedures, diagrams, work orders, change-control requirements, and escalation paths.

• Ability to maintain accurate telephone, circuit, cabling, endpoint, equipment, and service-ticket documentation.

• Strong troubleshooting, organization, customer-support, and written and verbal communication skills.

JOB QUALIFICATIONS

• Associate degree or technical training in telecommunications, information technology, networking, or a related field preferred. Relevant experience may be considered in lieu of formal education.

• Three or more years of hands-on experience supporting VoIP, telecommunications, structured cabling, desktops, laptops, networking, or related technical systems preferred.

• Relevant VoIP, networking, cabling, endpoint-support, or manufacturer certification preferred.

• Experience supporting a healthcare, senior-care, nonprofit, or similarly regulated environment preferred.

• This is a non-supervisory position with no direct reports.