Application Support Analyst – Voice Technologies
This position is eligible for remote work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.
Position Summary:
Iowa Health Care department of Health Care Information Systems is seeking an IT Support Analyst to provide basic support of new and evolving call center technologies to ensure optimal use, support and documentation of various enterprise communication solutions. This position requires close collaborate with a variety of healthcare professionals, vendors and peers through phone, email, service tickets, group discussions and project planning with emphasis on customer service in a professional environment. This is a fulltime position with flex work schedule Monday through Friday. On-call responsibilities shared with other team members.
Position Responsibilities:
- Monitor and manage customer requests and issues through enterprise service solution.
- Submit and assist with tracking service requests to vendor to meet the needs of our customer.
- Provide basic troubleshooting, training, and education of services to customers.
- Assists with provisioning of users/agents in various communication solutions and databases.
- Assist with documentation of services, applications as well as internal processes.
- Assist with application testing and report issues to developers.
- Support team with daily operations and project related work.
- Assist with creation of AI generate recordings.
- Communicate effectively in writing, verbally and in person.
- Participate in 24x7 on-call support rotation, as required.
- Facilitate ticket resolution across HCIS teams.
- Coordinate work and service disruptions with impacted users.
Health Care Information Systems (HCIS) provides and supports information and communication systems and technology that facilitate quality patient care, progressive medical education, and innovative research.
HCIS services Iowa Health Care by providing comprehensive, high-level support for patient care delivery, internal and external communication, technology innovation, medical education, and research. Creating and maintaining a positive, productive, and rewarding environment for information technology and communication staff.
Pay Grade: https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure
Salary: $44,370 to commensurate – 3A
University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at https://hr.uiowa.edu/benefits
Percent of Time: 100%
Location: 200 Hawkins Dr, Iowa City, IA
Staff Type: Professional & Scientific
Type of Position: Regular
Education Required
Bachelor’s degree in Computer Science, MIS, or IT-related field or equivalent combination of education and experience.
Experience Requirements
- 6 months to 1 year of work experience supporting and troubleshooting technical/communication applications.
- Experience troubleshooting problems with Windows 7/11 and Microsoft Office 2016/365 Suite
- Excellent verbal and written communication skills.
- Strong problem-solving skills and the ability to learn tools and applications.
- Proven ability to work independently with a strong focus on customer service.
- Experience troubleshooting technical problems.
- Proven ability to seek and identify areas of need within the team and assist as needed.
- Excellent attention to detail with the ability to focus on all areas of a project or task.
- Strong organizational skills.
- Ability to prioritize work when competing priorities arise.
To be considered, applicants must upload a resume (under submission relevant materials) that clearly addresses how they meet the listed required and desired qualifications of this position. A cover letter is desired as part of the application process. Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended.
Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.
This position is not eligible for University sponsorship for employment authorization.
For additional questions contact Renae Farmer renae-farmer@uiow.edu
Equal opportunity/affirmative action employer
The University of Iowa is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, gender identity, or associational preferences.
Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, (319) 335-2660 or fsds@uiowa.edu. For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543.
