Repair Service Desk Technician

About the Job

Are you dependable, detail-oriented, and passionate about supporting technology users across a major research institution? The Office of Information Technology (OIT) at the University of Minnesota seeks a Voice & Data Repair Technician. You would be responsible for providing advanced technical support for voice and data services, resolving complex issues escalated from Tier 1 teams. Ensure service reliability, SLA compliance, and high customer satisfaction within a large enterprise environment.

This role is ideal for someone who demonstrates strong accountability and ensures consistent service delivery. You'll play a key role in maintaining the University's technology operations.

Responsibilities:

• Provide Tier 2 support for wired, wireless, and voice services across a large, distributed campus environment.
• Troubleshoot complex network connectivity and performance issues escalated from Tier 1 support.
• Support enterprise VoIP and PBX systems, including IP phones, voicemail, emergency calling, and call routing.
• Provide Tier 2 support for the University's Zoom Phone and Zoom Contact Center (ZCC) deployment, including user provisioning, call queues, auto receptionists, voicemail configuration, call routing, emergency calling (E911), porting events, and ZCC agent and supervisor workflows.
• Serve as a frontline responder for voice-impacting Major Incidents, including outages affecting public safety, clinical operations, and campus-wide telephony, manage spam mitigation, caller ID branding, number ports, and forwarding configurations for departmental and individual lines.
• Configure and support enterprise switches, access points, VLANs, network ports, and security removal requests using tools such as porttool, Service Gateway, and bastion-based administrative platforms.
• Work within the University's HPE Aruba Networking and HPE GreenLake managed environment to perform port configurations, VLAN changes, and connectivity validation as part of routine support and migration activity.
• Diagnose latency, packet loss, jitter, roaming, and call-quality issues using packet captures, wireless heat maps, and real-time monitoring tools.
• Perform moves, adds, and changes (IMAC) for network ports and phone services in academic buildings, residence halls, labs, and offices.
• Monitor network health and respond to outages or degraded service affecting critical university operations.
• Collaborate with Tier 1, the Network Operations Center (NOC), Tier 3 engineering, telecom carriers, field services, and facilities teams during incident response and planned maintenance.
• Maintain accurate documentation in the KB knowledge database and in ticket creation.
• Support classrooms, lecture halls, research facilities, and major campus events as needed.
• Adhere to university IT policies, security standards, and compliance requirements.

Qualifications

Required Qualifications:

• Bachelor's degree OR a combination of education and relevant work experience equal to four years.
• Working knowledge of TCP/IP, DNS, DHCP, VLANs, VoIP, and core networking fundamentals.
• Experience supporting routers, switches, wireless access points, and IP telephony in a business or enterprise setting.
• Strong troubleshooting skills with the ability to navigate the OSI model and isolate issues across physical, network, and application layers.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
• Demonstrated customer service skills with a track record of patience, empathy, and follow-through.
• Demonstrated time management skills and the ability to navigate competing priorities with minimal supervision.

Preferred Qualifications:

• Experience with ITIL practices, including incident, problem, change, and knowledge management.
• Cisco Certified Support Technician (CCST), CCNA, HPE Aruba ACA, or equivalent industry certification or experience.
• Hands-on experience with Zoom Phone, Zoom Contact Center, or other cloud-based UCaaS / CCaaS platforms.
• Familiarity with HPE Aruba Networking, HPE GreenLake, AirWave, or similar enterprise wireless and network management platforms.
• Experience with network and voice monitoring tools such as WMON, SolarWinds, LibreNMS, or comparable platforms.
• Enterprise, healthcare, higher education, or carrier-grade network experience.
• Experience producing end-user documentation, training guides, or knowledge base articles.
• Experience supporting HIPAA, FERPA, or other regulated environments.

About the Department

The Office of Information Technology (OIT) is the University's central IT unit and provides enterprise-level technologies and services that are broadly consumed, core to central administrative business operations, and tend to offer substantial economies of scale. We are part of a larger ecosystem of IT professionals who work in academic and support units systemwide. Local or collegiate IT units often offer discipline-specific, niche, and complementary services to the OIT central services.

Pay and Benefits

Pay Range: $65,000 - $75,000; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the

time, the initial pay may not reach the maximum of the range. This approach ensures

that compensation reflects the value and unique contributions of each candidate while

maintaining equity within our organization. As part of our commitment to fair and

equitable compensation, please be aware that the salary offered to incoming candidates

will be based on their individual credentials and experience.

How To Apply

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Required application materials: resume and cover letter.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail ... or call ....

Diversity

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U:

Employment Requirements

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

About University of Minnesota

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by Forbes as a Best Employer for Company Culture (2026), Best Employer for Women (2023), and Best Employer by State (2022-2026). In 2026, we also received Culture Excellence & Industry Awards recognition for employee appreciation and work-life flexibility.