Network VOIP Assistant

Job Title:         Network/VOIP Assistant

Job Code:         ITVOIPAS

Department:         Information Technology

Division:         Operations 

Salary Level:         Exempt 2

Reports To:         Director of Information Technology

Last Revised:        August 2021    

Primary Function

The Assistant Network and VOIP Administrator is responsible for ensuring that all CIHA computers can communicate with other computers, printers and servers on the network, as well with as the Internet and any other services outside the hospital, including FTP servers, virtual private networks and gateways.  This employee maintains the VOIP system and ensures day to day functionality.  In addition, the Assistant Network and VOIP Administrator enforces company policies and procedures and overall compliance with company rules and regulations for network usage. 

Job Description

•    Assists the Network/VOIP Administrator in the performance of their duties and may act in their place when they are absent.

•    Helps establish network specifications by conferring with users and by analyzing workflow, access, information, and security requirements.  Designs router administration, including interface configuration and routing protocols. 

•    Evaluates network performance issues including availability, utilization, throughput, output, and latency.  Plans and executes the selection, installation, configuration, and testing of equipment. Defines network policies and procedures and establishes connections and firewalls.

•    Maintains network performance by performing network monitoring, analysis and performance tuning.  Troubleshoots network problems and escalates problems to vendor as needed. 

•    Secures network by monitoring, controlling, and evaluating access and by maintaining appropriate documentation.

•    Responsible for installing, monitoring, maintaining, repairing, troubleshooting, and all other aspects of the hospital VOIP system which includes phone systems, voice mail, telephone hookups, and maintenance.

•    Supports users by designing and conducting training programs and by providing reference materials and support. 

•    Upgrades network by conferring with vendors and by developing, testing, evaluating, and installing enhancements.

•    Submits information for budget and monitors expenses.

•    Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and by participating in professional organizations.

•    Protects organization's value by keeping information confidential.

•    Accomplishes organization goals by accepting ownership for accomplishing new and different requests, and by exploring opportunities to add value to job accomplishments.

•    Performs all duties according to established safety guidelines and CIHA policies.  Performs other duties as requested by supervisor.

•    Plans ahead for all modifications and upgrades and maintains needed Change Management entries.

Education/Experience

•    Bachelor of Science in Computer Science, Information Services, or related business area with at least 4 years in networking and/or VOIP, or an associate's degree with 6 years’ experience in networking and/or VOIP. CCNA or equivalent or above preferred. 

•    Must have extensive experience and comprehensive knowledge of networking and CLI.  Must have extensive experience with Microsoft OS.  

•    Up to six months in this position would be necessary to become proficient in most phases of the job.

Job Knowledge

Must possess a valid North Carolina driver’s license.

•    The IT Department works mostly with the team concept and shared knowledge. Must be able to establish and maintain good working relationships with all CIHA employees as well as IT coworkers.

•    As a service department, this position has both internal and external contacts at all levels within CIHA, system users, vendors, and suppliers. This position requires an understanding of the interpersonal relationships between CIHA and Tribal programs. All contacts require tact, diplomacy, and professional decorum. 

•    Must be able to establish and maintain good working relationships with all EBCI entities (EBCI IT, CBC, CCS, and Cherokee Broadband. Etc.), and vendors.

•    Must be knowledgeable in information systems and network design. An in-depth working knowledge of specified operating systems (Microsoft Windows).  

•    Must be able to analyze and draw conclusions from data in order to forecast future computer needs. Requires the ability to maintain specified records, files, and logs and compile data to generate required documents/reports. Effective communication skills both written and verbal are essential. 

•    Must have a thorough knowledge of existing hardware, systems, and programs. 

Complexity of Duties

Performs a wide variety of duties that require considerable judgment and creativity to solve problems, and devise new and/or adapt existing methods, techniques, and procedures to meet CIHA needs. Must understand all ramifications and effects of any changes to the computer systems.

Supervision Received

Incumbent works under the guidance of the Director of Information Technology and the System Network and VOIP Administrator. The ability to plan and work independently is required.

Responsibility for Accuracy

Provide information to the Director of Information Technology on which operational or financial decisions could be based. Use professional judgment to interpret and prioritize the CIHA network and VOIP needs, to ensure they are providing the intended service.

Confidential Data

Has indirect access to most CIHA medical data, vendors, personnel files, memos, and financial standing of affairs. All types of information must be kept confidential. Must adhere to the CIHA non-disclosure/confidentiality agreement in performance of duties.

Mental/Visual/Physical

Close attention to detail and mental concentration for extended periods of time are required with systems problems and applications. This is a multi-tasking position which is subject to frequent interruptions requiring varied responses.  Must work within scheduled deadlines.  Must have ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Subject to frequent interruptions requiring varied responses. Specific vision abilities needed include close vision, depth perception, and the ability to adjust focus. Must deal with multiple situations concurrently. Must frequently use creative thinking to complete tasks or solve problems. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions of this position. Physical efforts require mobility, reaching, bending, manual dexterity, and visual acuity. Must be able to lift up to fifty pounds without injury. 

Environment

Work is performed in a normal office setting with frequent visits to other hospital support sites and external clinics as well as meetings at other off-campus locations. May be required to be on call 24/7.

Customer Service

Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA’s guiding principles and core values. Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.