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Application Support Analyst Voice Technologies
University of Iowa - Iowa City, IA
posted about 2 months ago
About the position
The Application Support Analyst - Voice Technologies position at the University of Iowa involves providing essential support for new and evolving call center technologies. The role focuses on ensuring optimal use, support, and documentation of various enterprise communication solutions while collaborating closely with healthcare professionals, vendors, and peers. This full-time position includes on-call responsibilities and offers a flexible work schedule from Monday to Friday, with the possibility of remote work within Iowa.
Responsibilities
- Monitor and manage customer requests and issues through enterprise service solution.
- Submit and assist with tracking service requests to vendor to meet the needs of our customer.
- Provide basic troubleshooting, training, and education of services to customers.
- Assist with provisioning of users/agents in various communication solutions and databases.
- Assist with documentation of services, applications as well as internal processes.
- Assist with application testing and report issues to developers.
- Support team with daily operations and project related work.
- Assist with creation of AI generate recordings.
- Communicate effectively in writing, verbally and in person.
- Participate in 24x7 on-call support rotation, as required.
- Facilitate ticket resolution across HCIS teams.
- Coordinate work and service disruptions with impacted users.
Requirements
- Bachelor's degree in Computer Science, MIS, or IT-related field or equivalent combination of education and experience.
- 6 months to 1 year of work experience supporting and troubleshooting technical/communication applications.
- Experience troubleshooting problems with Windows 7/11 and Microsoft Office 2016/365 Suite.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and the ability to learn tools and applications.
- Proven ability to work independently with a strong focus on customer service.
- Experience troubleshooting technical problems.
Nice-to-haves
- Proven ability to seek and identify areas of need within the team and assist as needed.
- Excellent attention to detail with the ability to focus on all areas of a project or task.
- Strong organizational skills.
- Ability to prioritize work when competing priorities arise.
Benefits
- 24 days paid vacation per year to start
- Paid sick leave
