BASIC FUNCTIONS:
The Voice Services Specialist - Level I position involves providing exceptional support and maintenance for voice communication systems within the organization. This role requires troubleshooting and resolving technical issues related to voice services, as well as assisting end-users with their voice-related inquiries and requests. Collaborating closely with the IT team, the specialist contributes to the deployment of new voice technologies and document procedures and best practices.

 

ESSENTIAL JOB FUNCTIONS:

• Assist in supporting and maintaining voice communication systems in K-12 school environments, ensuring their reliable operation and optimal performance under the guidance of experienced professionals.
• Help address and resolve technical issues related to voice services promptly and effectively, collaborating with the IT team and following established procedures to mitigate disruptions in communication for school staff and faculty.
• Provide basic assistance to end-users in resolving voice-related inquiries, following instructions from more experienced team members to address technical problems and escalate when necessary.
• Support the coordination with vendors, service providers, and internal teams in the management and implementation of voice-related projects, such as system upgrades, migrations, and expansions, while learning the unique requirements of K-12 school environments.
• Participate in systematic system monitoring, maintenance, and performance testing to assist in identifying potential issues and learning to proactively address them, minimizing downtime and improving voice services.
• Contribute to the creation of technical documentation of voice system configurations, procedures, and best practices, collaborating with experienced team members to provide support and reference for both technical and non-technical staff members.
• Assist in delivering training and support to end-users on the correct use of voice communication systems, including voicemail, call routing, conferencing, and other related features, promoting effective and efficient communication within the school community.
• Stay informed about emerging voice technologies, industry trends, and regulatory requirements pertinent to K-12 school environments, learning from experienced professionals and contributing ideas for improvements or enhancements to voice services.
• Maintain a valid driver's license and access to a reliable vehicle for scheduled and unscheduled travel.
• Perform assigned duties and tasks as directed by supervisors or more experienced team members.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Possess a basic understanding of voice communication systems, including VoIP, PBX, call routing, and telephony protocols. Familiarity with various voice platforms and technologies is highly desirable.
• Proficient in diagnosing and resolving technical issues related to voice services, independently or collaboratively. Ability to identify root causes and implement effective solutions promptly.
• Possess working knowledge of local area network design, IP Addressing, and connectivity protocols.
• Possess the ability to properly run and terminate Cat 5e / Cat 6 copper cable
• Demonstrate excellent customer service skills with the ability to communicate technical concepts to non-technical end-users. Proven experience in providing prompt and efficient support while maintaining a professional and courteous demeanor.
• Possess the ability to adapt to changing priorities and emerging voice technologies.
• Ability to create and update technical documentation, including system configurations, troubleshooting guides, and standard operating procedures. Attention to detail and clarity in documenting processes is essential.
• Strong team player with the ability to work collaboratively in a cross-functional environment. Willingness to share knowledge and assist colleagues when required.
• Willingness to learn new systems and stay updated with industry trends and best practices.
• Excellent organizational skills with the ability to prioritize and manage multiple tasks simultaneously, while maintaining communication in a customer service-orientated environment.

QUALIFICATIONS:
Associate Degree in related technologies, or Two (2) years experience in voice-over IP/Computer Networking. Basic knowledge of phone systems, network cabling, cloud-based technologies, and local area networks is required. Willingness to obtain certification(s) in VoIP, Networking, and Cabling. Other equivalent combinations of training, experience, and education will be considered.

 

WORKING CONDITIONS:
The nature of this work requires frequent lifting (up to 60 pounds) and is often physically demanding. Duties include a wide range of lifting, carrying, handling, and other physical demands. The work is performed primarily in classrooms or office/laboratory environments with occasional exposure to the elements and working in awkward positions. Travel to IU locations and customer sites is required, including traveling outside of BLaST IU17’s region and overnight stays at the expense of the employer per policy.