Enterprise Telecom Support Specialist — Flexible Hours

The University of Chicago; Chicago (IL); On-site; USD 95,000 - 115,000; Full time

Job summary

The University of Chicago seeks a Telecom Service Desk Support Specialist to administer and coordinate daily support for enterprise voice infrastructure across the University and Medical Center, including on-prem and cloud telephony, conferencing, contact centers, faxing, and cellular services.

You will handle front-end order processing, ticketing in ServiceNow, and provide technical support via email and phone.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 5-7 years of work experience in telecom, IT service desk, or related area.
• Cisco/voice systems certification is preferred.

Responsibilities

• Provides Tier 1–2 support for enterprise voice technologies (Cisco Call Manager, VoIP, analog circuits).
• Monitors and resolves voice issues; escalates to higher tiers when needed.
• Manages ServiceNow tickets and ensures SLA adherence; coordinates with carriers.
• Documents provisioning steps and updates voice-related technical documentation.

Skills

Enterprise telephony

Cisco Call Manager

Webex Control Hub

Unity voicemail

UCCX

Finesse

VoIP/Analog

ServiceNow

Akkadian provisioning

Education

Bachelor's degree in related field

Tools

Akkadian

ServiceNow

Job description

The University of Chicago seeks a Telecom Service Desk Support Specialist to administer and coordinate daily support for enterprise voice infrastructure across the University and Medical Center, including on-prem and cloud telephony, conferencing, contact centers, faxing, and cellular services.

You will handle front-end order processing, ticketing in ServiceNow, and provide technical support via email and phone.