Netcom Services Analyst

Benefits of Working at UNCW:
Want to become a soaring UNCW Seahawk and work at one of the best universities on the East Coast? Want to put your toes in the sand after a day of work? The University of North Carolina Wilmington offers a wonderfully vibrant university community along with a beautiful location just miles from the beach.Employees of UNCW are provided a comprehensive benefits package as well as other programs, resources, policies, and practices that help to support a work/life balance. Our programs have been designed to provide a variety of choices to best fit your needs and the needs of your family. Full time employees are eligible for dental, vision and health insurance plans. Health insurance benefit plans eligibility begins on the first of the month following date of hire. Retirement plan contributions begin on the eligibility date following election and include employer contributions for either a defined contribution or a defined benefit plan. Optional disability plans are also available.Full time employees are also eligible for the tuition waiver program which covers the cost of tuition and fees for up to three (3) undergraduate or graduate courses per academic year at UNCW or any other university within the UNC System. In addition, UNCW covers the cost of tuition and fees for one UNCW course each summer session.As a full time employee, UNCW also offers a free membership to the Campus Recreation Center, free vaccine and booster shots offered on campus, meditation and yoga sessions, voluntary supplemental insurance coverages, pretax flexible spending accounts, 12 paid holidays, 24 hours of paid community service leave time, paid vacation and sick leave accrual and family medical leave after 12 months of continuous service.We also offer an abundance of training and development programs through our Dare to Learn Academy,and the employee assistance program, many of which are offered free of charge.

Recruitment Range: $62,000 - $67,000
Vacancy Number: S02615
Competency Level: Advanced
Location of Workplace: Main UNCW Campus
Home Department: Network & Communications - 55130
Division:

Primary Purpose of Organizational Unit:
The Department of Infrastructure & Operations Services is responsible for the planning, installation, management and support of the central computing, voice communications, and data storage infrastructure which enables faculty, staff and students to utilize UNCW's information technology resources for teaching, research, public service, administration and information management. The department is based in Information Technology Services in Business Affairs and is under the administrative purview of the Chief Information Officer.

College: College

College/School Information:


University Information:
The University of North Carolina Wilmington, the state's coastal university, is dedicated to the integration of teaching, mentoring, research and service. Widely acknowledged for its world-class faculty and staff and continuously recognized at a national level for scholarly excellence and affordability, UNCW offers a powerful academic experience that stimulates creative inquiry and critical thinking and a community rich in diversity, inclusion and global perspectives.

A public institution with nearly 18,000 students, UNCW offers a full range of baccalaureate- and graduate-level programs, as well as doctoral degrees in educational leadership, marine biology, nursing practice and psychology; and many distance learning options, including clinical research, an accelerated RN-to-BSN program, an Executive M.B.A. program structured for working professionals, and the nation's only bachelor's degree program focused on coastal engineering.

The university's efforts to advance research and scholarly activities have earned UNCW the elevated designation of 'Doctoral Universities: High Research Activity' institution (R2 University) by the Carnegie Classification of Institutions of Higher Education.

UNCW has been part of the University of North Carolina System since 1969.

Location of Workplace: Main UNCW Campus

Brief Summary of Work for this Position:
The Netcom Services Analyst is responsible for generating and processing work orders, communicating with customers to provide service solutions, and collaborating with technical staff to complete work orders. The position provides management and oversight of work order billing for campus departments. This role involves troubleshooting, developing, and implementing solutions, as well as utilizing server access to assign services, activate features, and complete custom configurations for customers.

Key responsibilities include resolving routine and non-routine station issues, mid-level switch issues, and backend system issues such as non-standard phone and voicemail setups, E911 service configuration and management, and phone feature compatibility issues. The analyst consults with specialists on technical issues as needed and provides backup assistance to team analysts and specialists when necessary.

The role requires applying technical knowledge to implement solutions and producing analytics from systems to inform future design and create efficiencies.

Minimum Education and Experience Requirements:
Graduation from high school and one year in the field of technology related to the positions' role. Computer coursework may be substituted year for year for the required experience; or an equivalent combination of education and experience.

Preferred Education, Knowledge, Skills & Experience:

• Bachelors degree and 3+ years of experience or equivalent combination of training and experience
• Working knowledge with the following hardware and software: Cisco Unified Communications Manager, Cisco Jabber, Cisco IOS switch code, RedSky E911 Software, Cisco Unity Connection, Cisco Voice Gateways, Cisco IP Phones, Cisco Emergency Responder, Telesoft, TeamDynamix and Active Directory
• Previous experience working as a VoIP network administrator In-depth knowledge of VoIP systems and IP Protocols
• Administration of VOIP related routing including carrier level, hunt groups, simultaneous ring groups, etc
• Working knowledge of Microsoft Office Suite with heavy use of Excel
• Strong verbal and written communication skills with the ability to work well in a team setting.
• Experience working in a Cisco VoIP environment, including hands on experience in monitoring and administering Cisco Telecommunications systems with emphasis on creating intricate call-routing solutions.
• Familiarity with Call Manager, Unity Connection, Cisco Unified Border Elements, and Voice Gateways
• Familiarity with database structures and reporting tools is a plus
• Experience in a university system
• Hands on experience in monitoring and administering Cisco Telecommunications systems with emphasis on creating intricate call-routing solutions.
• Experience in end user support in a Cisco VoIP environment including physical phones and softphones for a secure (encrypted) architecture.
  
  

Required Certifications or Licensures:



FTE: 1.0 (40 hours per week)
Months Per Year: 12 Months
Work Days: Monday - Friday
Work Hours: 8-5
Type of Position: Permanent
Anticipated Ending Date if Time-Limited:
Position Number: 8432
Job Posting Date: 02/26/2025
Posting Close Date: 3/19/2025
Number of Openings: Single Incumbent

Special Notes to Applicants:
This position is being recruited at the Advanced level. If no applicants apply who meet the required competency and training & experience requirements, then management may consider other applicants. Salary will be determined based on competencies, equity, budget, and market considerations.

PLEASE NOTE: This posting will close at 11:59PM (Eastern time) on the posted closing date. To receive full consideration, please be sure you have fully completed the entire application, including the Work History' section before you apply for this position. Applications must be submitted through the online application system to be considered.

Eligibility for Employment:
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. UNC Wilmington participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

To apply, visit https://jobs.uncw.edu/postings/35380

At the University of North Carolina at Wilmington (UNCW), our culture reflects our values of inclusion, diversity, globalization, ethics and integrity and innovation and we are committed to providing equality of educational and employment opportunity for all persons without regard to race, sex (such as gender, gender identity, marital status, childbirth, and pregnancy), age, color, national origin (including ethnicity), religion, disability, sexual orientation, political affiliation, veteran status, military service member status, genetic information, or relationship to other university constituents - except where sex, age, or ability represent bona fide educational or occupational qualifications or where marital status is a statutorily established eligibility criterion for State funded employee benefit programs. UNCW believes that embracing the unique contributions of our faculty, staff and students is critical to our success and paramount in being recognized for our global mindset.







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