Voice Support Specialist

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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 One Cloud, 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 an 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.

• 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.
• 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 One Cloud 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.
• 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.
• 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.
• Participate in weekly team meetings and migration planning sessions.
• Support cut‑sheet reviews and implementation planning.
• Track and…