Alabama State University, Office of Technology Services, invites applications to fill the IT Support & Telecommunications Specialist position. This role combines front-line IT help desk support, campus-wide telecommunications coordination, and responsibility for the main university telephone line. The ideal candidate will provide timely and professional assistance to campus users while ensuring the reliability and usability of the University's VoIP phone systems and mobile device inventory. his position is ideal for someone who thrives in a fast-paced support environment, has strong communication skills, and brings a proactive approach to solving end-user and telecommunications issues.

Duties and Responsibilities:

• Serve as a first point of contact for the IT help desk, resolving or escalating technical issues related to desktop systems, applications, and user accounts.

• Respond to support tickets, emails, and walk-up requests with professionalism and accuracy.

• Document all support interactions in the IT ticketing system and maintain a high level of customer satisfaction.

• Answer and route incoming calls to Alabama State University's main telephone line with professionalism and efficiency.

• Provide accurate information and support to students, parents, visitors, and the general public.

• Maintain updated call routing and escalation procedures in coordination with university departments.

• Install, configure, and maintain VoIP desktop phones, ensuring device connectivity and call quality.

• Manage mobile devices (smartphones, tablets, hotspots), including provisioning, configuration, and carrier coordination.

• Maintain inventory of all university-issued phones and mobile devices, ensuring timely replacements and deactivations.

• Coordinate with vendors, telecom providers, and internal teams for troubleshooting and service delivery.

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Associate's degree in Information Technology, Telecommunications, or a related field,  2+ years of experience in IT help desk or technical support, experience managing VoIP systems (e.g., Cisco, Mitel, Avaya, or similar) and mobile devices (Apple, Android), have strong communication skills, professional phone etiquette, and customer service orientation, and be familiar with ticketing systems, inventory tracking tools, and basic networking principles. 

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