Telecommunications Analyst II

The Telecommunications Analyst II is responsible for developing, maintaining, and supporting technology and telecommunications systems that enhance the efficiency and effectiveness of Bi-State Development’s core business operations. Job Responsibilities Analyzes communication needs across business units and recommends appropriate telecommunications solutions. Performs maintenance, upgrades, and troubleshooting for the VoIP communications platform and call recording systems. Maintains call center configurations including holiday schedules, Interactive Voice Response (IVR), call routing, Direct Inward Dialing (DIDs), and extension moves/adds/changes. Diagnoses and resolves issues involving VoIP, analog equipment, cube routers, and network connectivity. Supports overhead paging systems and remote door/gate access equipment, coordinating with vendors as needed. Produces confidential voice and data management reports, including system availability and usage metrics. Tests, evaluates, and recommends replacement communications equipment. Responds to user inquiries and service requests, documenting work through the ticketing system. Keeps leadership informed of progress, escalating challenges and requesting guidance on priorities when necessary.