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Voice Systems Administrator


Salaried Staff

Job Location

Traverse City, Michigan

Tracking Code


Position Type


Job Description

Position Title:   Voice Systems Administrator                                   

Department:     Systems and LAN Management                     

Reports To:       Director of Systems and LAN Management       

Location:          Main Campus- Tanis

Posted:             June 23, 2022/ July 25, 2022

Anticipated Starting Date:   August 29, 2022

Starting Salary:   $43,013

Grade 11, Level 1 on the Staff Salary Schedule


Benefits: Excellent benefits package, including 4 weeks paid vacation, medical, dental, paid sick leave, and tuition benefits. For more details about benefits, go to and click on Salaries and Benefits, or request a copy from the Office of Human Resources. This position is eligible for relocation pay.



This position manages, services, programs, and provides technical support and troubleshooting for voice systems technologies for all NMC campuses. Responsibilities include providing technical support for incoming and outgoing phone service, supporting voicemail, auto attendants, and user training on telephone features. It is also responsible for telephone adds, moves, changes, and new location installations. This position provides support and troubleshooting of the digital and analog service, long distance calling, and maintains telephone record reports of voice systems and the network. The position also provides backup coverage and support for Technology Support Services and the Help Desk operation. The person in this position must have a good combination of people skills and technical skills as well as the ability to work independently with a high attention to detail and accuracy.



  • Associate’s Degree and a minimum of 2 years related experience OR High School Diploma with additional certificates/training and a minimum of 5 years related experience (Required)
  • Experience in Telecom field (Required)
  • Experience with Telephone Bill Auditing (Required)
  • Experience with Telephone Call Accounting Software (Preferred)
  • Experience with my Mitel phone systems (Preferred)



Essential Responsibilities

Acts as a liaison between NMC and the various telecommunications companies for equipment, telephone lines, and service to support multiple campuses for current voice needs and planning for the future.

(Critical) Serves as a technical resource for staff and assists with resolving issues to enhance customer service. Provides voice systems training for employees as needed. Maintains the Voice Technologies website with valuable employee self-help information.

(Critical) Provides services to accomplish communications needs, including installations, troubleshooting, managing analog and digital telephone system and network, voicemail system, moves, adds or feature changes.

(Critical) Manages cell phones, WiFi Jet Pack and emergency phones.

(Critical) Reviews telephone bills from vendors in detail for errors and works with companies to correct errors.

(Critical) Maintains internal telephone call billing system including updating and maintaining internal call accounting system, and processing and sending reports to all appropriate departments, areas and partners.

(Critical) Prepares the telephone operations budget, monitors expenses, authorizes expenses, and develops budget requests.

(Critical) Updates database with 911 caller information, local telephone directories, and the on­campus directory.

(Critical) Provides assistance to Coordinator of Technology Support Services with user role management for all NMC employees. Responsibilities include completing required security tasks for adding and removing user accounts as well as modifying user account access security for various NMC systems as requested and approved. Also acts as backup for Coordinator of Technology Support Services during absences.


Foundational Competencies

Ethical Behavior and Integrity
Displays honesty, trustworthiness, and ethical behavior. Earns respect. Behaves in a straightforward manner with others with no hidden agendas. Builds trust and credibility through reliability and authenticity. Leads by example; words and actions are consistently aligned.

Commitment to Lifelong Learning

Actively pursues learning and development. Stays current in content area, acquiring and refining technical and professional skills.

Commitment to Quality Service, Responsible Stewardship, Continuous Improvement
Displays a commitment to excellence and to providing quality service to learners, coworkers, or others they serve. Consistently seeks feedback and looks for ways to improve service, promote quality, and make effective use of college resources.

Creating/Contributing to a Culture of Innovation and Thoughtful Risk-taking

Creates/contributes to an environment of safety and trust. Seeks to solve problems rather than affix blame. Willing to experiment and learn.

Agility/ Adaptability/Tolerance for Ambiguity

Easily adjusts to organizational and environmental changes; adapts responses and tactics to shifting or evolving situations; deals effectively with ambiguity and uncertainty.


Valuing All People

Genuinely interested in others. Shows concern and empathy for others. Shows patience, understanding, and acceptance of people with varied backgrounds and perspectives. Treats learners, coworkers,

and direct reports respectfully and fairly.

Actively and enthusiastically works with others to achieve a shared common goal. Gives credit and recognition to those who have contributed. Shares information and own expertise with others to enable them to accomplish group goals. Creates a sense of belonging in the team and a culture of inclusion. Collaborates across boundaries. Looks at problem solving at the institutional level (not just in own area or department). Open to sharing resources, working with other departments and organizations.

Accountability/Personal Responsibility

Meets commitments and keeps promises; gets things done. Acknowledges and learns from mistakes. Holds self and others accountable. Takes responsibility for achieving goals.



General Competencies


Building Effective Relationships — Basic+

Importance: Very Important

Relates well with all kinds of people in a variety of situations. Develops and maintains effective communication and relationships. Demonstrates understanding, friendliness, courtesy, tact, and empathy to others. Is approachable; makes time for others. Is sensitive to cultural diversity, race, gender, disabilities, and other individual differences. Gets along with others; treats others politely; demonstrates tact and respect for others from varied backgrounds or with different perspectives.

Communications / Active Listening — Proficient

Importance: Critical

Has good sense of who needs to know what and keeps others informed. Communicates in a clear, concise, organized, and compelling manner. Gives others their full attention; listens without interrupting. Seeks to understand others' points of view. Interprets both the words spoken and the non­verbal cues used by others. Accurately hears implied as well as expressed messages; accurately interprets nonverbal cues; communicates more complex information effectively; adjusts vocabulary and approach to improve understanding; speaks and/or writes in a well-organized, clear, and concise manner.

Global Awareness / Internationally Skilled — Basic+

Importance: Very Important

Understands the complexities and interdependency of world events and issues. Understands one's own culture and history in relationship to others. Is open to new opportunities, ideas and ways of thinking. Is self-aware about identity and culture; demonstrates sensitivity and respect for differences.


Strategic Understanding / Leadership — Basic+

Importance: Very Important

Explains how their role supports NMC's mission and vision. Recognizes opportunities to help the organization accomplish its goals. Considers a broad range of internal and external factors in establishing goals and priorities. Consistently ensures a fit between individual or group actions and the organizational mission/strategy. Understands the mission and vision of the organization and works to implement this within the context of individual role and immediate work group; understands personal contribution to the department and the department's role in the organization.



Functional Competencies                 


Administrative Skills (Generic) — Proficient

Importance: Critical

Plans, coordinates, and executes business functions, resource allocation, and production according to organizational objectives and procedures. Independently plans, coordinates, and executes business functions, resource allocation, and production to resolve moderately complex situations in various environments.


Arithmetic (Generic) — Proficient

Importance: Very Important

Performs computations such as addition, subtraction, multiplication, and division correctly using whole numbers, fractions, decimals, and percentages. Identifies and performs calculations required by daytoday tasks efficiently and correctly; performs arithmetic conversions correctly.

Business Knowledge / Business Sense / Understands How Business Works (Generic) — Basic+

Importance: Very Important

Understands NMC's financial model—the elements that affect NMC's financial viability/sustainability. Knows how businesses work. Knowledgeable about how policies, practices, trends, technology, and

information affect an organization. Knows the competition. Is aware of how strategies and tactics work in the marketplace. Knows current market conditions; identifies trends in their field; applies best practices within the organization.


Customer Service Focus (Generic) — Proficient

Importance: Critical

Is positive and professional in appearance and demeanor. Personifies role model as a service provider. Responds to customer needs with respect and courtesy. Respects diverse groups. Takes ownership of customer concerns or problems. Offers sincere apologies and makes genuine attempts to fix problems. Quickly resolves customer service problems to the extent of employee's authority. Is a creative solution finder. Confidentiality is kept. Patiently and effectively deals with angry customers. Looks at things from the perspective of the learner/customer. Confronts negative attitudes of coworkers. Addresses challenging customer service issues effectively; enlists the help of others to develop creative solutions to non-routine problems.


Implementation and Support of PBXs and Telephony Technology (Information Technology) — Advanced

Importance: Critical

Designs, implements, and supports PBXs and telephony equipment, applications, policies, and techniques. Optimizes performance and minimizes cost in implementation of most PBX and telephony systems.


Problem Solving (Generic) — Proficient

Importance: Very Important

Diagnoses a situation and determines what relevant information and/or procedure to use; uses reason to generate and evaluate alternatives and to determine a course of action. Identifies and investigates moderately complex problems; collaborates with others to resolve problems using sound problem-solving methodology.


Researching and Assessing New Technologies (Information Technology) — Basic+

Importance: Very Important

Follows industry announcements and evaluations from newsletters, conferences, and vendor presentations. Maintains a general knowledge of emerging technologies in limited areas of personal interest.


Written Communication (Generic) — Proficient

Importance: Very Important

Recognizes or uses correct English grammar, punctuation, and spelling; communicates information (e.g., facts, ideas, or messages) in a clear, concise, and organized manner with content and wording appropriate for the intended audience. Readily comprehends written information in area of commercial and technical expertise; composes effective and professional written communications and documentation for non-routine, commercial and/or technical matters; presents information and ideas in a systematic and logical sequence of writing.





Serves as a lead or senior employee in small work unit.


Instruct and train others

Provide guidance and stability

Share special or technical information with others

Manage expenses

Bring commitment and drive into the workplace.

Serve as a spokesperson or advocate

Plan work



Tools and Equipment



Cell Phone

Copy Machine

Desk Top Computer

Fax Machine

MS Excel

MS Word




VOIP Conferencing



Work Environment

Lifting Activities

Most frequently lifted object: Under 10 lbs. lifted to waist level; carried 20-29 feet (Several times per day)

Heaviest object lifted: 20-29 lbs. lifted to waist level; carried 1-9 feet (Occasionally)

Non-lifting Repetitive Activities

Arm Movement (Several times per day)

Bending (Several times per day)

Crouching (Several times per day)

Gripping (Several times per day)

Kneeling (Several times per day)

Sitting (Several times per day)

Squatting (Several times per day)

Standing (Continuously)

Stooping (Several times per day)

Talking (Continuously)

Typing (Several times per day)

Walking (Several times per day)

Writing (Several times per day)

Other Physical Demands

Risk of electrical shock

Mental Demands

Complicated Planning

Minimal Guidance or Direction

Performing Multiple Functions/Activities


Other Challenges

Precise accuracy requirements

Safeguarding organization assets and property



Contacts with Others

Internal Contacts

Employees in your own work unit or department — Purpose: Interact with or advise (Daily)

Employees in your function — Purpose: Interact with or advise (Daily)

Managers in your function — Purpose: Interact with or advise (Daily)

Senior executives in your function — Purpose: Share information (Monthly)

Employees in departments outside your function — Purpose: Interact with or advise (Several times per week)

Managers in departments outside your function — Purpose: Interact with or advise (Once per week)
Senior executives outside your function (None/Very little contact)

External Contacts

Vendors, Suppliers, Subcontractors — Purpose: Negotiate (Several times per week)

Strategic Business Partners — Purpose: Interact with or advise (Several times per week)


Non-Discrimination Policy Notice

Northwestern Michigan College is committed to a policy of equal opportunity for all persons and does not unlawfully discriminate on the basis of race, color, national origin, religion, disability, genetic information, height, weight, marital status or veteran status in employment, educational programs and activities and admissions.

Michigan Law requires that a person with a disability or handicap requiring accommodation for employment must notify the employer in writing within 182 days after the need is known.


This is a full-time, 40+ hour per week position.



Applications submitted by 8 am on August 10 2022 will receive first consideration. All applications must be submitted online at   For assistance call 231-995-2613 or email .



Required Skills

All applicants are required to review the job description prior to applying. 

Special Instructions to Applicants

Please attach resume, cover letter and transcripts to your application. Official transcripts will be required of all finalists. Please mail to: Northwestern Michigan College Attention: Human Resources 1701 E Front Street Traverse City, MI 49686. or e-mail to:

This position is located in Traverse City, MI. View the Google Map in full screen.