Telecommunications Specialist

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $70,000-$75,000

Position Summary

The Telecommunications Specialist supports CUIMC's unified voice, VoIP, and softphone services, ensuring faculty, staff, and learners have reliable access to voice communication tools. This role manages day-to-day provisioning of telephone numbers, user profiles, and voice configurations across VoIP platforms and collaboration tools (e.g., Microsoft Teams Calling).

The Specialist handles incoming service tickets, configures user profiles in administrative consoles, ensures accurate number assignments, and supports onboarding/offboarding workflows for all voice-related services. The role is heavily detail-oriented, highly operational, and central to maintaining CUIMC's voice service continuity.

Responsibilities

Essential Duties:

Voice Provisioning & Configuration

• Configure and provision VoIP user profiles, phone numbers, and voice settings within designated administrative tools.
• Set up calling features, voicemail, extensions, and user authentication as required.
• Assign or reassign phone numbers for onboarding, role changes, or department restructures.
• Support provisioning of softphone and cloud-based calling profiles (e.g., Teams Calling).

Service Request Management

• Manage daily ticket volume in the IT voice/telecom queue.
• Troubleshoot provisioning issues and ensure accurate resolution of profile or number-related concerns.
• Document work performed in the ticketing system and escalate as appropriate.

Device & Deployment Coordination

• Coordinate with internal teams on physical device distribution (desk phones, headsets) when necessary.
• Support decommissioning workflows by removing profiles, retiring numbers, and updating systems.

Voice Inventory Maintenance

• Maintain accurate records of assigned, unassigned, and reserved voice numbers.
• Update internal logs to reflect changes in user profiles and number availability.
• Support cleanup and reconciliation efforts across voice platforms.

People

• Collaborate with IT teams, departmental administrators, and external affiliates to resolve voice service needs.
• Provide clear, service-oriented communication regarding ticket status, requirements, or necessary follow-up.
• Support knowledge sharing within the team to ensure consistency in provisioning practices.

Compliance

• Ensure all provisioning and configuration tasks align with institutional security, privacy, and access control standards.
• Follow established procedures for access management, identity verification, and data handling.

Other

• Participate in after-hours support rotation as needed.
• Represent the IT department in enterprise-wide initiatives and projects.
• Other duties as assigned.

Minimum Qualifications

• Bachelors degree or equivalent in education and employment plus three years of experience.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 3 years of experience supporting IT service operations, user provisioning, or communication technology services.
• Familiarity with VoIP technologies, user administration consoles, or unified communications tools.
• Experience using ticketing systems (e.g., ServiceNow) to manage service requests.
• Strong attention to detail and ability to follow defined processes.
• Experience supporting voice/telephony services in a large institution (e.g., higher education, healthcare).
• Familiarity with Microsoft Teams Calling or comparable cloud-based voice platforms.
• Understanding of identity and access management best practices.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.