Associate Network Engineer

University of Iowa Health Care, Department of Health Care Information Services (HCIS) seeks an Associate Network Engineer to provide tier-one technical support for enterprise voice communication systems in a 24/7 healthcare environment.

About the role

This position centers on telephony/VoIP technical support, troubleshooting complex voice communication issues, and participating in the migration of services to Avaya OneCloud. Responsibilities include on-site support across multiple hospital and clinic locations, physical installation work, and participation in an on-call rotation for after-hours emergency support. This role requires hands-on, collaborative work with the Voice Engineering team and other IT departments.

Work is performed on-site at the HSSB building located at 3281 Ridgeway Drive, Coralville, IA. Note: This is not a desktop support or network engineering position.

Physical requirements include the ability to lift equipment up to 50 lbs and access equipment in various locations, including under desks and in ceiling spaces.

Responsibilities

• 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 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, crawling under desks, and accessing ceiling-mounted infrastructure.
• Gather and analyze customer requirements for voice solutions and translate business needs into technical specifications.
• 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 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.
• Participate in developing team standards, procedures, and best practices.
• Guide student employees or new team members as needed.
• 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.

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.
• Ability to move and transport equipment up to 30 lbs and perform installations requiring positioning self to access 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.

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 here.

Pay

Pay Grade: 3B. View pay level details.

Schedule

• Full-time, 100% appointment.
• On-site at 3281 Ridgeway Dr, Coralville, IA 52241.
• Professional & Scientific, regular position.