Voice Support Specialist
Position Summary:
The University of Iowa Health Care, Department of Health Care Information Systems (HCIS), seeks a Voice Support Specialist (VSS) to provide tier-one technical support for enterprise voice communication systems. In this role, you will troubleshoot complex telephony issues, including phone hardware and client software problems, call quality degradation, carrier connectivity, headset compatibility, driver and firmware updates, network port troubleshooting, and call flow routing. You will gather customer requirements to architect voice solutions and resolve technical issues across the full spectrum of VoIP infrastructure.
The VSS will also participate in migrating services to Avaya OneCloud, providing ongoing technical support, and handling all moves/adds/changes/deletions (MACD) for voice platforms. This position requires hands-on, on-site support across multiple hospital and clinic locations, including physical installation work and participation in on-call rotation for after-hours emergency support. You will work collaboratively with the Voice Engineering team (tier 2 support) and other IT departments to deliver critical communication services in a 24/7 healthcare environment.
Note: This is not a desktop support or network engineering position but centers on telephony/VoIP technical support. Physical requirements include the ability to lift equipment and access equipment in various locations, including under desks and in ceiling spaces.
Position Responsibilities:
1. Technical Troubleshooting and Support
- Provide tier 1 technical support for voice communication systems, resolving issues with phone hardware, client software, headsets, and peripherals.
- Diagnose and resolve call quality issues, including jitter, latency, packet loss, and echo.
- Troubleshoot call flow routing, hunt group configurations, and phone registration problems
- Investigate carrier connectivity issues and coordinate resolution with vendors.
- Update and troubleshoot device drivers, firmware, and network port configurations.
- Document issue resolutions and root causes in the ticketing system with appropriate technical detail
- Escalate complex issues to Voice Engineering (tier 2) with comprehensive diagnostic information.
- Monitor and resolve assigned tickets in accordance with SLA and priority guidelines.
- Participate in on-call rotation to provide after-hours emergency support for critical voice system issues.
2. Implementation and Maintenance
- Install, configure, and deploy Avaya SIP phones and associated telephony hardware.
- Perform device provisioning, testing, and validation during deployment phases.
- Execute moves/adds/changes/deletions (MACD) requests for voice services.
- Participate in Avaya OneCloud migration activities, including data collection, cut-sheet preparation, and go-live support.
- Maintain an accurate inventory of voice equipment and proactively communicate supply needs.
- Travel between hospital and clinic locations to provide on-site support
- Adhere to infection control protocols and HIPAA requirements in clinical environments.
- Perform physical installation tasks, including lifting equipment to 50 lbs, crawling under desks, and accessing ceiling-mounted infrastructure.
3. Customer Consultation and Requirements Gathering
- Gather and analyze customer requirements for voice solutions
- Translate business needs into technical specifications for voice services
- Serve as primary liaison between end users and Voice Engineering team
- Provide recommendations for appropriate voice features and configurations
- Communicate project status and technical information to stakeholders in non-technical terms
- Coordinate with other IT departments (networking, clinical systems) for integrated solutions
4. Documentation and Knowledge Management
- Create and maintain knowledge base articles for standard troubleshooting procedures
- Document standard operating procedures for the VSS team processes
- Develop quick reference guides and training materials for end users
- Maintain technical documentation for voice system configurations and workflows
- Contribute to runbook documentation for incident response procedures
5. Project Support and Service Management
- Participate in weekly team meetings and migration planning sessions
- Support cut-sheet reviews and implementation planning
- Track and report progress on assigned migration phases
- Identify and communicate potential issues affecting project timelines
- Maintain the service request queue and ensure timely resolution
- Contribute to the continuous improvement of team processes and procedures
6. Team Collaboration
- Participate in developing team standards, procedures, and best practices
- May guide student employees or new team members
- Support knowledge transfer and cross-training initiatives within the team
- Collaborate with Voice Engineering on escalated issues and root cause analysis
- Contribute to tabletop exercises and incident response training
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 delivering 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.
Salary: $46,943.00 to commensurate – 3B
The University of Iowa offers a generous benefits package, including 24 days of 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: 3281 Ridgeway Dr, Coralville, IA 52241
Staff Type: Professional & Scientific
Type of Position: Regular
Education Required
Bachelor’s degree in MIS, Computer Science, or related degree; or an equivalent combination of education and experience in a related field.
Experience Requirements
Minimum of 1 year of experience supporting voice communication systems or VoIP platforms
Understanding of basic telephony concepts, including call flow, device registration, SIP protocols, and voice quality metrics
Demonstrated ability to analyze call flows, interpret CDR/CMR records, utilize voice monitoring tools, and apply systematic troubleshooting to identify root causes of voice quality and connectivity issues
Experience using ITIL-aligned ticketing systems for incident management, service requests, and change management
Organizational skills to manage multiple service requests and priorities in a dynamic environment
Physical capability to lift and transport equipment to 30 lbs and perform installations requiring kneeling, reaching, and accessing equipment in various locations
Ability to work both independently and collaboratively within a team environment
Willingness and availability to participate in on-call rotation for 24x7 healthcare operations
Strong customer service orientation with the ability to communicate technical concepts to non-technical users
Excellent written and verbal communication skills for documentation and customer interaction
Desired Qualifications
· Prior healthcare IT experience, particularly supporting clinical workflows and understanding HIPAA requirements
· Understanding of network fundamentals (TCP/IP, VLANs, QoS) as they relate to voice traffic prioritization and troubleshooting
· Experience participating in large-scale technology migrations or phased implementations
· Basic knowledge of SIP trunking concepts and how voice systems connect to carriers
· Familiarity with E911/Kari's Law compliance and emergency notification systems
· Basic understanding of Session Border Controllers (SBC) and their role in voice infrastructure
· Knowledge of Active Directory integration and authentication for voice systems
· Experience with voice recording systems, contact center applications (e.g. Cisco UCCX, Avaya Infinity), or unified communications
· Industry certifications such as Avaya ACSS/ACIS, CompTIA Network+, or ITIL Foundation
To be considered, applicants must upload a resume (under submission of 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 7 calendar days. This job may be removed from posting and filled at 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 any additional questions, please contact Robert Heitman at robert-heitman@uiowa.edu.
Equal opportunity employer
The University of Iowa is an equal opportunity 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, 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.
