Advertising Summary: VCU Telecommunication Services is
seeking an experienced Telecommunications Incident & Operations
Specialist to join our team. This position provides frontline
support for telecom incidents and service requests, performing
initial troubleshooting for voice‑related issues, escalating
complex problems, and ensuring timely resolution. The role manages
routine MAC changes, coordinates service delivery with internal
teams and vendors, maintains proactive end‑user communication, and
produces accurate documentation while contributing to
knowledge‑base development to support operational efficiency and
continuous improvement.
Unit: Technology Services
Department: Telecommunications Services
Department Summary:
Virginia Commonwealth University (VCU) Technology Services is a central IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions to all VCU units.
Duties & Responsibilities:
The Telecom Incident & Operations Specialist is responsible for handling and resolving telecom-related incidents and service requests to ensure optimal system performance and end-user satisfaction. This role performs initial troubleshooting for voice-related issues, escalates complex problems, and ensures timely resolution in alignment with established protocols. The specialist processes routine MAC (Moves, Adds, and Changes) requests for small scale user/device needs, collaborates with internal teams and vendors to coordinate service delivery, and maintains clear, proactive communication with end users throughout the incident lifecycle. Accurate documentation and actively contributing to the development and maintenance of knowledge base articles are essential components of the role, supporting operational efficiency and continuous improvement across the telecom environment.
This position will require the ability and willingness to work flexible hours based on business needs and to support occasional on-site meetings, customer engagements, and/or attend professional development opportunities.
Minimum Qualifications
Unit: Technology Services
Department: Telecommunications Services
Department Summary:
Virginia Commonwealth University (VCU) Technology Services is a central IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions to all VCU units.
Duties & Responsibilities:
The Telecom Incident & Operations Specialist is responsible for handling and resolving telecom-related incidents and service requests to ensure optimal system performance and end-user satisfaction. This role performs initial troubleshooting for voice-related issues, escalates complex problems, and ensures timely resolution in alignment with established protocols. The specialist processes routine MAC (Moves, Adds, and Changes) requests for small scale user/device needs, collaborates with internal teams and vendors to coordinate service delivery, and maintains clear, proactive communication with end users throughout the incident lifecycle. Accurate documentation and actively contributing to the development and maintenance of knowledge base articles are essential components of the role, supporting operational efficiency and continuous improvement across the telecom environment.
This position will require the ability and willingness to work flexible hours based on business needs and to support occasional on-site meetings, customer engagements, and/or attend professional development opportunities.
Minimum Qualifications
- College degree in telecommunications, information technology,
or a related field; or an equivalent combination of education,
training, and relevant experience.