At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Voice Engineer Associate, reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care.

We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests as well as internal clients across the organization. To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly.

Northwestern Medicine understands that technology plays an integral role in shaping the future of health care. Information Services strategically supports the organization by:

• Leveraging AI, automation and rollout of advanced cyber controls that support digital transformation strategies
• Implementing advanced technologies in clinical and administrative areas
• Furthering development of the end user support model to help enhance modern infrastructure

Responsibilities:

• Performs adds/moves/changes and performs preventative maintenance on enterprise telephony systems 
• Proactively monitors and resolves potential service interruptions 
• Provides Tier 3 support for telecom service requests and repairs received via service tickets 
• Creates and maintains team and end-user training materials, diagrams, and documentation 
• Manages small-scale telephony system and interface projects 
• Procures equipment and maintains inventory levels at standards 
• Maintains telephone records and procedures 
• Develops a broad working knowledge of the full range of NM IS network platforms 
• Responds thoroughly and promptly to customer needs as defined in conjunction with our customers 
• Works effectively in supporting NM IS application teams with project and support activities 
• Prepares and delivers effective support by seeking a thorough understanding of team, department, and organizational goals and objectives 
• Provides after-hours support as part of a team on-call rotation 
• <10% travel required for external site projects and support  

Required:

• 0-3 years of experience in similar role 
• Excellent written and verbal communication skills
• Outstanding customer services skills
• Ability to work both independently and collaboratively in a team environment

Preferred:

• Bachelor’s degree 
• Entry level certifications or equivalent experience or training in Cisco Networking, Microsoft Teams, and/or CompTIA areas of focus 
• Knowledge of telecommunication networks
• Understanding of infrastructure wiring and connectivity

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

If we offer you a job, we will perform a background check that includes a review of any criminal convictions. A conviction does not disqualify you from employment at Northwestern Medicine. We consider this on a case-by-case basis and follow all state and federal guidelines.