Unified Communications Administrator

Technology at Arizona State University; Tempe (AZ); On-site; USD 32,000 - 40,000; Full time

Job summary

Arizona State University seeks a Telecom associate to administer the ZOOM phone system and handle UC tickets in a fast-paced environment. The role requires strong customer service, clear communication, and ability to work with many departments across ASU.

As part of Enterprise Technology, you will contribute to a culture that emphasizes belonging, authenticity, and empowerment, while leveraging hybrid/ flexible work approaches where available.

Qualifications

• Proficiency in configuring call queues, shared lines, and phone users within the ZOOM Phone platform.
• Completed two-year technical training in electronics, communications, telephony, or industrial technology.
• Excellent interpersonal communication skills for cross-department interaction.
• Solid understanding of phone features, telecommunications hardware, and cabling standards.
• Experience administering phone systems and provisioning E911 data.
• Ability to read technical manuals and related telephony documentation.

Responsibilities

• Respond to and complete unified communications tickets and requests promptly.
• Understand the ZOOM phone system and clearly communicate capabilities to customers.
• Maintain documentation for moves, adds, and changes in the ASU telephony system.
• Provide timely updates to customers on ticket statuses.
• Leverage AI to improve routine tasks and unit efficiency.
• Foster a positive culture and participate in ET/ASU events and programs.

Skills

Interpersonal communication

Customer service

Zoom Phone administration

Phone features knowledge

Telecommunications cabling standards

Empathy and emotional intelligence

Team collaboration

AI-assisted work

Education

Associate's degree

Two-year technical training in electronics/telephony

Equivalent experience/training

Tools

ZOOM Phone platform

Telecommunications hardware

Emergency location information (E911) administration

Job description

This position is for a Telecom associate at Arizona State University. As a Telecom associate you will be responsible for the day-to-day administration of the ASU ZOOM phone system by responding to and completing unified communications tickets and requests in a fast-paced and goal driven environment. The Telecom associate must be organized and demonstrate the ability to understand the ZOOM phone system and clearly communicate to customers the abilities of the unified communications system and complete general tickets in a timely manner. Incumbents must have excellent customer service skills and the capability to work with both technical and non-technical individuals across many departments and schools at Arizona State University.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

Salary:

$23.37- $28.84 per hour/ Depends upon Experience

• General understanding of telephony standards and equipment which includes cabling, wiring, and terminations.
• Applicants are required to gather essential information from departments for call queue(s), shared line(s), user creation requests and troubleshooting minor ZOOM phone issues.
• Must maintain telephone documentation related to move, adds and changes within the ASU telephone, cabling and wiring system(s).
• Provides timely updates and status to customers regarding requests and tickets.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
• Collaborate across teams and actively participate in ET/ASU events and programs.

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, and manipulating a computer mouse; required to stand for varying lengths of time and walk moderate distances to perform work. Occasional bending, reaching, lifting, pushing and pulling up to 25 pounds. Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts. Ability to clearly communicate verbally, read, write, see and hear to perform essential functions.

Minimum Qualifications:

Associate's degree and one (1) year of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications:

• Proficiency in configuring call queues, shared lines, and phone users within the ZOOM Phone communications platform.
• Completion of two-year technical training program in electronics, communications, telephony, or industrial technology
• Applicants must possess exceptional interpersonal communication skills, enabling them to effectively interact with individuals across departments.
• Additionally, they should demonstrate a comprehensive understanding of phone features and functionalities.
• Proficiency in configuring and administering telecommunications hardware.
• Proficiency in telecommunications and data cabling standards.
• Proficiency in the administration of phone systems and the provisioning of emergency location information (e911).
• Proficiency in reading, comprehending, and generating technical manuals, as well as related telephony documentation.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs

Department Statement:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Mission oriented.

Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility.

Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward.

We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.

Scale of impact.

Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education.

Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants.

ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.