Telecom Service Desk Support Specialist

About this role

Department OPS ITS - Communications Technology Services (CTS) About the Department IT Services (ITS) collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. We provide secure, stable, and reliable infrastructure and applications that support the mission of the University. ITS supports and enables faculty research and teaching with the effective use of technology, simplifies the technology experience for all users, and identifies, manages, and mitigates technology risks for the University. Job Summary Reporting to the Manager of Voice Services and Operations, the Telecom Service Desk Support Specialist administers and coordinates daily support operations for enterprise voice infrastructure across the University and Medical Center, including on-premise and cloud-based telephony, conferencing, contact centers, faxing solutions, and cellular services. This role is responsible for front-end order processing, including service adds, moves, and changes, and auditing voice service processes for improved efficiency. Primary responsibilities include entering, assigning, monitoring, and closing ServiceNow tickets; providing technical support to customers via email and phone; troubleshooting and escalating user issues as needed; managing support workflows and queue health; and maintaining accurate provisioning and documentation. This role collaborates with internal project teams and external telecom carriers, such as AT&T and Lumen, to coordinate circuit installs, repairs, and cancellations, and to support voice-related implementations. The Specialist works independently, acting as an expert resource, collaborating across teams, advising technical leadership, and driving process improvements to optimize voice services for all users. Responsibilities • Provides and coordinates Tier 1 and Tier 2 technical support for enterprise on-prem and cloud voice technologies, including Cisco Call Manager, Webex Control Hub, Unity voicemail, UCCX, Finesse, Voice Gateways, VoIP/Analog phone systems, and cellular devices. • Manages and resolves complex technical issues, escalating and documenting for third-tier support as needed. • Monitors interruptions in phone, voice, and cellular services; coordinates rapid response and resolution, ensuring service levels and customer needs are met. • Utilizes ServiceNow and internal work order management systems for ticket entry, tracking, triage, and closure; delegate incoming service requests and repair incidents to Voice Services technical staff. • Guides end users and targeted clients in voice and data problem resolution and technical support. • Audits and analyzes voice and cellular services; recommends and implements improvements based on user needs and technology advancements. • Acts as a technical expert, providing guidance to colleagues and IT leadership as needed. • Collaborates on telecommunications projects, including implementation and coordination for new system deployments, office moves, upgrades, adds/changes, and circuit audit and rationalization. • Coordinates with carriers, such as AT&T and Lumen, for installs, repairs, cancellations, and service modifications; follows through with escalations to resolution; places orders and facilitates site visits for repairs; cancels services as needed and ensures proper billing and credits post-cancellation. • Provisions, maintains, and deletes users and accounts for telephony services and contact centers. • Assists with voicemail and phone tree messaging; ensures accuracy of public documentation and supports materials for end users. • Verifies completion and resolution of all user requests through order management tracking and closure workflows. • Provides and updates ongoing technical documentation, knowledge base articles, and compliance materials for internal and external stakeholders. • Acts as the initial contact for daily support issues using ServiceNow and the Voice Services contact center; leverages best practices and enterprise knowledge to recommend system enhancements and improved user experiences. • Monitors resource responsiveness and tracks progress toward SLA targets; prioritizes assignments and ensures all issues are resolved efficiently. • Guides the education, training, development, promotion, and implementation of voice and data services. Collaborates with users in the analysis, research, and implementation of voice and data requirements for all users within the University and affiliate groups. • Solves complex problems in voicemail and standard voice services based on user need and technology. Uses in-depth knowledge and experience to maintain optimum cellular services for University users. • Performs other related work as needed.

Minimum Qualifications Education: Bachelor’s degree in a related field, or an equivalent combination of education and relevant experience. Work Experience: 5-7 years of work experience in a related job discipline. Certifications: ---

Preferred Qualifications

Certifications: • Certification in Cisco, voice systems, or IT Service Desk applications.

Technical Skills or Knowledge: • Strong knowledge of enterprise telephony and unified communications (Cisco Call Manager, Jabber, Webex, Zoom, and RightFax). • Proficient at configuring and troubleshooting analog/digital circuits and endpoints, such as Centrex, voice gateways, FAX, wireless, and conference phones. • Skilled in account provisioning and ticketing systems, preferably ServiceNow; experience with provisioning tools such as Akkadian.

​ Preferred Competencies • Excellent verbal and written communication for user support, documentation, and stakeholder coordination. • Comfortable working with technical peers, vendors, and end users to resolve complex issues. • Manage multiple tasks and tickets simultaneously; strong organizational skills for tracking progress and meeting targets.

  Working Conditions • Standard offic

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