Reports to: IT Infrastructure Manager        Class Code: 1391

Pay grade: 109        FLSA: Exempt

Hourly Wage: $39.99 ~ $47.99

NATURE OF WORK

The Exchange / VoIP Administrator is responsible for managing, configuring, and maintaining the organization’s Exchange email systems and Voice over IP (VoIP) telecommunications infrastructure. This position ensures that communication systems are available, reliable, and secure, providing essential services to support business operations. The role includes overseeing daily administration, troubleshooting, and support of email and telephony systems, as well as implementing upgrades and ensuring compliance with industry standards and best practices.

DISTINGUISHING FEATURES

The Exchange / VoIP Administrator role is a specialized technical position that requires in-depth knowledge of Microsoft Exchange server environments and VoIP telecommunications technologies. This role focuses on maintaining the stability and performance of these systems, distinguishing it from broader network administration roles. The position involves working closely with IT teams, end-users, and vendors to optimize communication systems and ensure they meet organizational needs.

ESSENTIAL FUNCTIONS (These essential duties are only illustrative.)

Administers, configures, and maintains the organization’s Microsoft Exchange Server environment (Cloud and on premise), including email systems, calendar, and other related services. 

Manages the VoIP telecommunications infrastructure, including setup, configuration, and monitoring of VoIP systems.

Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes for Exchange and VoIP systems.

Troubleshoots and resolves issues related to email services, VoIP phones, voicemail systems, and call routing.

Maintains and implements security protocols for Exchange email systems, ensuring compliance with organizational policies and regulatory standards.

Manages mailbox provisioning, user accounts, permissions, quotas, and access rights in compliance with security policies.

Plans and executes system upgrades, patches, and configurations for both Exchange and VoIP systems to ensure optimal performance.

Works closely with vendors and service providers to troubleshoot and resolve issues with Exchange and VoIP systems.

Provides user support, training, and documentation for email and VoIP services.

Ensures business continuity through the implementation of backup and disaster recovery processes for Exchange and VoIP systems.

Monitors and manages voicemail and unified messaging systems, ensuring integration with email services.

Collaborates with other IT staff to integrate email and VoIP systems with other business applications and systems.

Maintains up-to-date documentation of system configurations, network diagrams, and system processes.

All other duties as assigned 

Maintains reasonable and predictable attendance.

SUPERVISION RECEIVED

The Exchange / VoIP Administrator works under the general supervision of the IT Infrastructure Manager or another senior IT staff member. The role requires a high level of independence in managing the day-to-day operations of communication systems while receiving strategic guidance on larger projects and organizational goals.

SUPERVISION EXERCISED

This position may provide technical guidance and mentorship to junior IT staff or other support personnel involved in email and VoIP system management. Direct supervision of staff is typically limited, though the Exchange / VoIP Administrator may lead project teams or provide guidance on related tasks.

WORKING CONDITIONS & PHYSICAL DEMANDS

Work is primarily performed in an office setting with frequent use of computers and telecommunications equipment. Occasional after-hours or on-call work may be required to handle system upgrades, patches, or emergency issues. The role may involve lifting and installing telecommunications equipment or network devices, though heavy physical demands are not typical. 

Periodic travel may be required for offsite troubleshooting, training, or vendor coordination. Computer work requires manual dexterity. Installation or presentation work requires occasional lifting of computer units, monitors, printers and related equipment up to 50 pounds.    

SUCCESS FACTORS (KSAs)

Exceptional customer service skills, with a focus on providing a positive user experience

Strong knowledge of Microsoft Exchange Server, including email administration, mail flow, and security protocols.

Familiarity with VoIP technology, including protocols (e.g., SIP), call routing, and VoIP system architecture.

Understanding of network infrastructure and protocols related to communication systems, such as DNS, DHCP, SMTP, SNMP and Active Directory.

Advanced troubleshooting skills for resolving complex technical issues related to both Exchange and VoIP systems.

Excellent organizational and project management skills to handle system updates, migrations, and upgrades.

Strong communication skills to provide support and training to end-users and collaborate effectively with vendors and IT teams.

Ability to manage multiple tasks and projects concurrently, ensuring smooth operation of both Exchange and VoIP systems.

Ability to diagnose and resolve technical issues under pressure, ensuring minimal 

disruption to business communications.

Capacity to work independently and as part of a larger IT team, with a focus on proactive system monitoring and maintenance

EDUCATION, TRAINING & EXPERIENCE

A bachelor’s degree in information technology, Computer Science, or a related field is preferred. Equivalent experience or relevant certifications may be considered in lieu of a degree. A minimum of 3-5 years of experience managing Microsoft Exchange Server environments and VoIP systems is required. Experience with other communication systems or email platforms is a plus. Knowledge and experience with Microsoft Exchange Server, Office 365, and VoIP technologies such as Cisco Unified Communications Manager, Avaya, or similar systems. Certifications in Microsoft Exchange, VoIP, or networking (such as CCNA, CompTIA Network+) are highly desirable.  Any satisfactory equivalent combination of experience and training which ensures the ability to perform the work may be substituted for the required experience.

NECESSARY SPECIAL REQUIREMENTS

Possession of a valid Illinois driver’s license.

Professional certification Criminal Justice Information Services (CJIS) is required within one (1) month of employment.

Will require a national background check. 

Availability to respond outside of standard working hours as needed. 

Residency Requirement: 

All employees (except Police and Fire) shall reside anywhere in Winnebago County or anywhere within fifteen (15) miles of the Rockford City Hall within six (6) months of completion of their introductory period, department heads and City Administrator shall live within the municipal boundaries of the City of Rockford within six (6) months of their completion of their introductory period.