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Telecommunications Analyst

Basic Position Information

Job Code: 4386

Title: Telecommunications Analyst

Department: Computing, Telecom & Video Net

Essential Personnel: N

Job Family: Technology Services

Job Sub-Family: Computing / Telecom

FLSA Classification: NE

Job Grade: 14

Grade Min: $52,981

Grade Mid: $63,578

UHD Succession Plan: N/A

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: Y

Job Summary

The Telecommunication Analyst maintains telecommunication needs throughout the university community through a phone switch system, phone mail server, voice mail server, call center applications, network infrastructure, and telephone equipment.


  • Administers the phone switch system, phone mail server, voice mail server and call accounting system
  • Handles telecommunication moves, additions, and changes
  • Maintains call center applications and functionality
  • Compiles monthly call accounting for phone billing purposes
  • Assists with the operating budget for telecommunication needs
  • Orders new data communications materials for operating telecommunications and telephone equipment
  • Maintains the use of emergency call boxes to the University Police Department
  • Assists the telecommunications specialist with cable network infrastructure installations and maintenance

Marginal Duties

  • Performs all other duties as assigned
  • May be asked to respond to problems or provide service after hours
  • Expected to carry and respond to cell phone and/or pager at all times

Supervisory Responsibilities

Direct Reports:

  • Part-time employee

Delegation of Work:

  • Regularly assigns work to subordinate(s)

Supervision Given:

  • Provides recommendations on training


Required Education:

  • Associate's degree, 60 hours of college course work or two (2) years of technical training in related field

Required Experience:

  • Minimum of two (2) years of job-related experience


  • Must maintain a valid, current driver's license
  • Siemens Hipath 4000 System Administration, Hipath Xpressions Administration, Hipath Procenter Administration

Preferred Qualifications

  • Bachelor's degree preferred
  • Hipath ACD Administration preferred

Knowledge, Skills and Abilities


  • Knowledge of trends, issues, and accepted practices relevant to the position


  • Maintains proper technical skills to perform the job effectively
  • Candidates must have strong analytical and problem solving skills, as well as excellent interpersonal and communication skills


  • Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment; technology server room; classroom, training room, auditorium; outdoor areas; Library environment; gymnasium or other physical training rooms

Physical Demands:

  • Work is normally performed in a split office and data center environment work that can subject employees to abnormal temperatures and noise
  • Position may require light to heavy physical effort in handling, lifting, pushing or pulling of objects and equipment weighing up to 50 lbs.
  • May requires some standing, walking, climbing, stooping and bending in confined areas
  • Work environment involves minimal exposure to physical risks
  • May drive the university's vehicle

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.


  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.


  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

  • Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
  • Respectfully ascertains customer's needs and determines appropriate response.
  • Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
  • If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
  • Follows up with customers on outstanding requests in a timely manner.
  • Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.


  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.


  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Support Proficiency

  • Possesses comprehensive knowledge and skills with multiple hardware and software systems.
  • Effectively applies expertise to identify and troubleshoot user issues.
  • Competent to install and configure new systems.
  • Willing to share expertise and provide technical support to others.

Student Success Indirect Support

  • Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
  • Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
  • Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
  • Helps students build peer support networks.
  • Encourages student participation in out-of-class activities.
  • Provides encouragement and guidance to foster student success.
  • Treats students with respect
  • Maintains the learning environment to ensure quality and/or sound pedagogy.

This job description may not encompass all duties and responsibilities associated with the position.