Telecom Analyst

When you join the growing BILH team, you’re not just taking a job, you’re making a difference in people’s lives. This position will primarily support Plymouth, MA with coverage to other sites across the BILH system as needed. Under the direction of the Manager of Telecommunications and within established hospital, clinic, and department policies and procedures, you will support telecommunications activities in a multi‑vendor, multi‑platform environment. Responsibilities include installation, maintenance, and tuning of telecommunications software, hardware, and wiring; providing technical assistance to the telecommunications team; and offering next‑level support to telecommunications associates. You will consult with the Manager of Telecommunications Services on matters requiring clarification, interpretation, or exceptions to standard policies and procedures. Essential Duties & Responsibilities including but not limited to: Routinely communicate with the Telecom System Manager and others as appropriate regarding department functions and the status of various programs, services, and financial objectives. Maintain Telecom Department SLA timelines for call backs, installations, and problem resolutions; accurately report tickets. Participate as a technical member of the telecommunications work team, assisting with technical installations, planning, and operational management, and monitoring daily work requests in tracking systems. Configure the phone system, including call forwarding, call routing, voice menus, call recordings, and ACD agents; design solutions with end users. Mentor entry‑level telecom associates, manage telecom projects, and supervise the work of associates and contractors to ensure quality and verify installation of new services and equipment. Request assistance from the Telecom Architect for complex work; manage small projects and collaborate on multidisciplinary projects such as construction, move, and complex installations. Facilitate resolution of alarms/outages by implementing advanced debugging processes, consulting vendors, testing, running reports, and coordinating delivery of parts. Maintain critical communications services in emergencies and be available off hours for major installations, upgrades, outages, and on‑call rotation. Minimum Qualifications: Education: High school diploma or GED required. Associate’s degree preferred. Experience: 5‑8 years of related work experience required. Skills, Knowledge & Abilities: Advanced technical computer skills for supporting specific functional areas and related systems. Preferred Qualifications & Skills: Avaya certifications. Pay Range: $33.65 – $45.29. The pay range listed is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation may exceed the base hourly rate based on seniority, education, training, relevant experience, certifications, geography, job responsibilities, and other applicable factors. Compensation may include shift differentials, call pay, premium pay, overtime pay, and other additional pay practices as applicable and in accordance with the law. As a health care organization, we have a responsibility to protect our patients, colleagues, and communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. Equal Opportunity Employer / Veterans / Disabled #J-18808-Ljbffr