Telecommunications Operator

Location: Burlington, MA
Job ID: 174263-1A
Date Posted: Jun 15, 2022
Category: Support

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Job Description

Welcome To

Welcome to Lahey Hospital & Medical Center, part of Beth Israel Lahey Health. Lahey Hospital & Medical Center is a world-renowned tertiary medical center known for its innovative technology, pioneering medical treatment and leading-edge research. A teaching hospital of Tufts University School of Medicine, the hospital provides quality health care in virtually every specialty and subspecialty, from primary care to cancer diagnosis and treatment to kidney and liver transplantation. It is a national leader in a number of health care areas, including stroke, weight management and lung screenings, among many others. Lahey also helps to advance medicine through research and the education of tomorrow's health care leaders.

About the Job

Position Summary:  

Under the direction of the Manager of Desktop & Telecom Support Services, and within established hospital, clinic and department policies and procedures, provides operation support for all telecommunications systems for all Lahey sites.  The Telecommunications Specialist I contributes to a customer-oriented service environment that projects a professional image to Lahey Clinic internal and external users. 

Essential Duties & Responsibilities including but not limited to: 

  1. Provides second level support for all telecommunications services requests and problem incidents within established timeframes.  Analyzes and resolves user problems and concerns associated with telecommunications hardware and/or software, conferring with other Information Technology teams and/or the management on difficult or complex problems that cannot be resolved within established service levels.        
  1. Maintains online Intranet telephone directory for all Lahey colleagues.         
  1. Determines most cost effective telephone service offerings from vendors, including AT&T, Avaya, Verizon, Sprint/Nextel, Ucom.
  1. Works closely with other groups to coordinate plans and activities, particularly with the Desktop Support team regarding new installations and assistance when existing installations are moved or reconfigured.      
  1. Tracks monthly telecommunications invoices.  Prepares forecasts for future utilization and trunk requirements.
  1. Maintains state of the art knowledge in order to evaluate telecommunications systems for the organization,  and  to recommend innovations to help streamline processes, e.g. Voice Over IP (VOIP) and mobile strategies.
  1. Consults with and advises user departments to establish optimal telecommunication systems.
  1. Provides second level support for all telecommunications problems within established timeframes.  Analyzes and resolves user problems and concerns associated with telecommunications hardware and/or software, conferring with other Information Technology teams and/or the management on difficult or complex problems that cannot be resolved within established service levels.          
  1. Responsible for recognizing and identifying potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
  1. Monitors and reports traffic patterns, trends, and usage of the telecommunications network to ensure an optimal operating environment and provide data for planning purposes.
  1. Upholds corporate policy guidelines and recommends new and improved guidelines to ensure compatibility and to improve service to user community.        
  1. Maintains a positive working relationship with all Clinic departments to optimize working relationships and communication.     
  1. Carries a pager and participates in off-hours on-call schedule.   May be asked to work weekends and holidays to provide technical support to the institution.
  1. Works independently reporting to the Manager of Desktop Support Services on a weekly basis
  1. Incorporates Lahey Clinic Guiding Principles , Mission Statement and Goals  into daily activities. 
  1. Complies with all Lahey Clinic Policies.
  1. Complies with behavioral expectations of the department and Lahey Clinic.
  1. Maintains courteous and effective interactions with colleagues and patients.
  1. Demonstrates an understanding of the job description, performance expectations, and competency assessment.
  1. Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
  1. Participates in departmental and/or interdepartmental quality improvement activities.
  1. Participates in and successfully completes Mandatory Education.
  1. Performs all other duties as needed or directed to meet the needs of the department.


Minimum Qualifications: 

Education:  Telcommunications or equivalent Telecommunications experience required 

Licensure, Certification, Registration:  None  

Skills, Knowledge & Abilities:  

Proven support and troubleshooting skills.

Proven customer service, interpersonal and verbal and written communication skills. 

Proven ability to balance multiple assignments on a daily basis and direct the work of a diversified staff.

Proven time management skills. 

Proven ability to maintain professional demeanor under stress.

Proven ability to apply quality control techniques and processes to daily activities.    

Experience:     A minimum of three years experience in a large scale telecommunications environment handling all components of telecommunications systems, applications, hardware and systems integration. 

Scheduled Hours

Per Diem

About Us

Beth Israel Lahey Health is dedicated to improving health and wellness and making a difference in the lives of our patients, their families and all members of the communities we serve.  Formed in March 2019, Beth Israel Lahey Health is a patient-centered, integrated care delivery system providing a continuum of services spanning academic, tertiary and community hospitals, dedicated orthopedic and psychiatric hospitals, primary and specialty care, community acute care, ambulatory care, behavioral services and home health.  Beth Israel Lahey Health Performance Network is a unified joint contracting and population health management organization, jointly governed by participating physicians and hospitals.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.