Voice Support Specialist

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.