Unified Communications (UC) Support Consultant
Information Technology Services (ITS) a service organization that provides technology support for The University of Iowa campus, is seeking to fill a Senior IT Support Consultant (PIC3) position. The person in this position is responsible for establishing and maintaining an elevated level of subject matter expertise (SME) for enterprise communication services for the campus. This includes customer support and technical guidance with current and future varied technology collaboration services used for communication, conferencing, and messaging. Including but not limited to; Office 365, Skype for Business, Microsoft Teams, Active Directory and locally developed management tools, and contact center applications.
This position will be responsible for evaluating next-generation telephony tools, developing change plans, and deploying innovative solutions. This role will deliver robust, customer-focused services by working closely with our service administration staff and other support teams. The UC Support Consultant will have some project management responsibilities, involvement with the campus IT community, as well as some training responsibilities.
This position will function under the direction of the Leader of the Unified Communications group within the Information Technology Services organization. Participation in a 24x7 on-call support rotation of ~1 week per month is required. Enterprise Services values work life balance and strives to provide flexible work options where possible, this position is eligible for a combination of on-campus and remote work. Work arrangement options will be discussed during the hiring process.
Our mission is to create a welcoming and supportive workplace where everyone feels empowered to be their authentic selves and share ideas. We strive to cultivate a workforce culture of commitment to diversity, equity, and inclusion. We embrace this commitment as mission-critical, not just compliance-driven, and embed it in hiring, incentive, retention, and career-development practices and initiatives.
Education Required: A Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in technical training may also serve to meet these minimum requirements.
Experience Required: Professional support experience (typically 5-7 years) with current varied technology collaboration services (Office 365, file sync & share, instant messaging, team messaging, file storage & collaboration, web/video conferencing, or similar technologies), and desktop client support and community engagement.
Required Qualifications:
- Knowledge of Skype for Business (or similar technology) tools. Managing response groups, provisioning new users, call detail records, cloud voice mail, and general trouble shooting methods.
- Proficiency with Microsoft Office productivity tools
- Experience leading or participating in technical medium-sized (8+ weeks in length) projects and teams
- Proven success at problem solving; transforming technical and business requirements into solutions
- Ability to communicate effectively, both verbally and in writing with all levels of management and project team members
- Excellent interpersonal, customer service, and teamwork skills
- Demonstrated ability to work independently with a strong focus on customer service
- Proven success in developing and delivering end-user support documentation
- Ability to work across organizational structure and build strong partnerships
Desirable Qualifications:
- Familiarity with writing requirements, documenting workflow, and other business process management activities
- Experience with communication hardware such as headsets, VoIP phones, conferencing systems, and management of these devices
- Familiarity with call center applications and support
- Familiarity with SBCs, analog gateways, call routing, and numbering plan management
- Experience with eFax services
- Experience collecting service metrics and reporting that tracks and demonstrates the impact of specific service objectives
- Experience with team messaging or chat tools (SfB, Teams, Slack or similar technology)
- Certification in Microsoft Office 365, OneDrive for Business, SharePoint, SfB, Teams, or Zoom
Application Process: All interested applicants must submit a resume and cover letter (under submission relevant materials) that clearly address how they meet the listed required and desired qualifications of this position. P&S positions are posted for a minimum of 14 calendar days. Successful candidates will be subject to a criminal background check and education verification. For questions or additional information, please contact Kim Kuebrich Yordi at kim-yordi@uiowa.edu. Five professional references will be requested and required at a later step in the recruitment process.
Equal Opportunity/Affirmative Action employer
The University of Iowa is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, religion, associational preference, status as a qualified individual with a disability, or status as a protected veteran. The University also affirms its commitment to providing equal opportunities and equal access to University facilities. Women and Minorities are encouraged to apply for all employment vacancies. For additional information on nondiscrimination policies, contact the Coordinator of Title IX and Section 504, and the ADA in The Office of Equal Opportunity and Diversity, 319/335-0705 (voice) or 319/335-0697 (text), The University of Iowa, 202 Jessup Hall, Iowa City, Iowa, 52242-1316.
Persons with disabilities may contact University Human Resources/Faculty and Staff Disability Services, (319) 335-2660 or fsds@uiowa.edu, to inquire or discuss accommodation needs
