Telecommunications Analyst

At Merrimack Health, we are committed to pay transparency and equity. The base salary range is $35.37 (Min) — $53.06 hourly (Max), excluding fringe benefits and potential bonuses.

Your final base salary will be determined based on your education, experience, licensure, and internal equity considerations. Offers are typically made below the top of the range to support future salary growth.

JOB SUMMARY:

The IT Telecommunications Analyst is responsible for the administration, maintenance, and support of the Merrimack Health IT telecommunications infrastructure, including voice, wireless, paging, and related communication systems. This role ensures reliable and secure communication across clinical, administrative, and patient-care areas, supporting both day-to-day operations and mission-critical healthcare services.

DUTIES AND RESPONSIBILITIES:

System Administration & Support

• Manage and maintain enterprise telecommunications systems (VoIP, PBX, call center, paging, nurse call, and mobile devices).
• Configure, troubleshoot, and resolve issues related to phone lines, extensions, voicemail, call routing, and contact center applications.
• Monitor system performance and proactively address capacity, availability, and reliability issues.

Communications

• Support integrations with clinical communication systems (nurse call, overhead paging, patient phones, emergency alerting, and blue light/emergency phones).
• Ensure telecommunications systems meet compliance standards for HIPAA, Joint Commission, and other healthcare regulations.
• Assist with on-call rotations and support for critical communications incidents impacting patient care.

Projects & Implementation

• Participate in planning and execution of telecommunications upgrades, migrations, and cutovers (e.g., Cisco to Avaya, new site openings, or domain transitions).
• Document call flows, extension assignments, and service desk procedures.
• Collaborate with IT, Facilities, and Clinical Engineering on infrastructure projects.

User Support & Training

• Provide Tier 2–3 support to the Service Desk for telecom-related issues.
• Educate staff on proper use of phone systems, voicemail, and collaboration tools.
• Maintain accurate records of telecom assets and usage.

Security & Compliance

• Ensure telecommunications infrastructure aligns with cybersecurity and privacy standards.
• Assist with audits, access reviews, and incident response as related to communication systems.
• Other duties as assigned by the Manager

EDUCATION AND RELATED EXPERIENCE:

Required:

Education & Experience:

• Associate’s or Bachelor’s degree in Information Technology, Telecommunications, or related field (or equivalent work experience).
• 3–5 years of experience in telecommunications administration, preferably in a healthcare environment.

Technical Skills

• Experience with enterprise VoIP/PBX systems (Avaya, Cisco, Mitel, or similar).
• Knowledge of SIP, PRI, analog lines, voicemail, call routing, and call center applications.
• Familiarity with wireless communication devices (spectralink, Vocera, Ascom, DECT, mobile phones).
• Understanding of healthcare communications systems (nurse call, overhead paging, emergency phones).
• Strong troubleshooting, diagnostic, and analytical skills.

Soft Skills

• Strong customer service focus with the ability to communicate effectively with clinical and non-clinical staff.
• Ability to manage multiple priorities in a fast-paced healthcare setting.
• Detail-oriented with strong documentation skills.

Preferred:

• Previous experience in hospital IT or healthcare telecommunications.
• Certifications such as Avaya Certified Implementation Specialist, Cisco CCNA Collaboration, or equivalent.
• Experience with Microsoft Teams, Zoom, or other unified communications platforms.