Voice Support Specialist

University of Iowa • Iowa City, IA

32d • Onsite

About The Position

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. 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.

Requirements

• Bachelor’s degree in MIS, Computer Science, or related degree; or an equivalent combination of education and experience in a related field.
• 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

Nice To Haves

• 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

Responsibilities

• Technical Troubleshooting and Support
• Implementation and Maintenance
• Customer Consultation and Requirements Gathering
• Documentation and Knowledge Management
• Project Support and Service Management
• Team Collaboration

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees