Network Services - VoIP Services

Wisconsin, United States
Salary Not Specified
Mar 20, 2021
Employment Level
Employment Type
Full Time

Posting Details

Recruitment Number


Working Title

Network Services - VoIP Services

Position Type


Appointment Percentage



Administration and Finance Division

Description of College / Department / Program / Division / Unit

The Division of Administration and Finance is committed to providing quality campus services to faculty, staff, students and external constituencies in support of the university’s mission of teaching, research, and public service. The division includes Facilities Planning & Management, Budget, Human Resources, Information Technology Services and Police & Parking Services.

Position Summary

This position works under the Assistant Director of Network Services with general supervision and guidance within established goals and priorities set forth by the CIO, consistent with Information Technology Services goals. This position works closely within the Network team. The primary responsibility of this position is for the design, implementation, coordination, and management of the Voice-over-IP [VoIP] systems including the integration of voice to email and unified messaging through the ITS call center at the Eagle Help Desk. In addition, this position manages maintenance and provides support as appropriate for other campus-based departmental call centers. The employee will provide proactive and advanced troubleshooting with technical support associated with our VoIP infrastructure.

The employee in this position, designs, develops, implements, maintains, and enhances VoIP telecommunication networks, systems, and equipment, configures, implements, and maintains complex voice-data and network communications systems, coordinates VoIP unit moves, configuration, repair, and their appropriate maintenance and upgrades. Continual VoIP network analysis is required as well as the identification of system configuration and process improvement.

Along with providing technical support for our VoIP infrastructure, approximately 25% of the time will be directed to working with the network team to ensure consistent standards and best practices are followed for a reliable and secure wired and wireless campus network. This could include installation and management of core and edge switching, monitor, secure, and test network components, manage devices that provide user authentication, ensure data security, provide network load balancing services, utilize network management tools, and troubleshooting network problems. This position is primarily responsible to manage and proactively resolve VoIP networking tickets as well assist network team members with their tickets as appropriate. A portion of this position is to dedicate time in providing consistent and accurate VoIP documentation on system design, operations, and usability.

Required Qualifications

• Associate degree in computer science, networking, IT, or related field. Degree requirements may be waived with demonstrated work experience in the IS computer/networking field equivalent to 5-10 years of on-the-job experience.
• Knowledge and understanding of network protocols, and bandwidth.
• Experience with networking switches and monitoring and testing tools associated with large and complex LAN / WAN networks.
• Experience with design, configuration, and best practice for firewalls, vLans, network monitoring and security.
• Experience or knowledge of fiber types and appropriate application.
• Experience with best practice network design, security, and intrusion detection.
• Exceptional oral and written communications, and the ability to effectively in a diverse team environment.
• Excellent organizational skills and the ability to multi-task on a number of complex problems.

Preferred Qualifications

• 4-year BS/BA degree in computer science, networking, IT, or related field.
• Cisco Unified Communications Workspace training
• Cisco certification – CCNA or higher a plus.
• Additional VoIP-related training

Physical Demands

Ability to climb, bend and lift up to 30 lbs.

Working conditions and environment

Normal business hours – 7:45 a.m. – 4:30 p.m., Monday-Friday

Miscellaneous Information

Your benefits add an additional 40%+ to the overall financial package from the university.
Highlights include:
• 22 days of vacation for 12-month positions (that are non-instructional)
• excellent flexible health insurance with low co-pays and good coverage.
• paid holidays and sick days.
• sick leave may be converted at retirement to pay for health insurance post-work at UWL .
• after 5 years of employment, you become vested in our retirement system which ensures income post-career.
• benefits at UWL are highly competitive with local industry and some of the strongest in state and nation.
Learn more at:
Benefit eligibility is determined at point of hire. This information is provided for illustrative purposes only. Benefits are also pro-rated based on the appointment percentage.

The University of Wisconsin System and the University of Wisconsin–Madison are engaged in a redesign of job title and compensation structures. The Title and Total Compensation Project will result in relevant and market-informed titles to help us keep and grow our outstanding workforce. If you are the successful candidate, your title is subject to change in November 2021. For more information, visit:


These are the job duties required for the position.

Responsibility Statement

Maintain a reliable campus-wide VoIP infrastructure, equipment, applications, and VoIP phone units. Manage, implement, coordinate, troubleshoot, and provide training for campus Voice-over-IP infrastructure and services.

Duties to Support Responsibility

• Management and administration of VoIP devices including phones, headsets, and sidecars.
• Management and administration of VoIP infrastructure including voice routers, virtual servers, PRIs, and analog gateways.
• Design and configure route-plans, dial-plans, and line provisions for both groups and individuals.
• Work with Departments and functional groups to best utilize calling and call routing features.
• Manage and coordinate the purchase, replacement, and repair of VoIP phones and equipment.
• Provide technical support and troubleshooting for voicemail services.
• Maintain phone system applications such as emergency alerting, call center, call recording, call accounting, call dispatch applications.
• Assist in the monthly billing of phone purchases and services.
• Provide support for analog devices including gateways, phones, and fax lines.
• Management of Centrex phone lines and coordination with vendor phone services.
• Receive, respond, and resolve VoIP-related tickets which include adds/moves / changes for phones and associated phone lines.
• Punch down and terminate cabling associated cabling associated with network infrastructure remodels and expansions on campus.
• Author, edit, and update documentation on the use of VoIP phone systems and VoIP-related applications.
• Continually monitor technology updates and upgrades for current VoIP systems and make recommendations for new options and technologies for future growth and enhancement of the system.
• Monitor, review, resolve any cybersecurity incidents, breaches, and apply any necessary patching.

Percentage Of Time




Responsibility Statement

Assist in the maintenance campus-wide wired/wireless network supporting fast, accurate and secure data transmission.

Duties to Support Responsibility

• Maintain and support network services for TCP /IP Local Area Networks (LANs). This includes services such as DNS, DHCP, VPN, firewall, and wireless access.
• Assist with the maintenance and use of network monitoring tools.
• Assist with analysis, planning, implementation, and management of the campus network devices.
• Assist with performance tests, redundancy tests, load balancing, and tuning of the network.
• Provide support for UW system network and related connections, including validation of connection, operation of networking equipment, and notification of the campus of outages.
• Develop and maintain clear documentation on the installation of network software including device configurations etc.
• Assist with the ongoing security needs of the campus network.
• Provide support, maintenance, and testing of the campus wireless infrastructure.
• Assist in the testing of new software and hardware from vendors to evaluate performance, quality, and compatibility with the campus environment. Obtain information concerning features, enhancements, upgrades, cost, etc.
• Assist in implementing new systems, monitor progress, and evaluate project deliverables. Work closely with ITS staff and campus stakeholders with the planning and managing of unit projects.

Percentage Of Time




Responsibility Statement

Maintain existing areas of expertise and develop professional expertise in new areas as appropriate.

Duties to Support Responsibility

• Research and evaluate new and innovative VoIP options including hardware and software.
• Test new software and hardware from vendors to evaluate performance, quality, and compatibility with the campus environment. Obtain information concerning features, enhancements, upgrades, cost, etc.
• Keep abreast of important VoIP and networking trends and advances in computing and networking; assist Network Services staffing staying current, and alert others in Information Technology Services to these developments through presentations, reports, and informal communication.
• Serve as a resource to Client Services and ITS for end-user support.
• Attend seminars, workshops, and other training sessions to maintain proficiency in data communication and networking techniques and technologies.
• Other duties as assigned by the supervisor.

Percentage Of Time




Posting Detail Information

Special Instructions


Posting Date


Close Date

Continuous Recruitment


Continuous Recruitment First Review Date


Position Contact Name

Jim Jorstad, Interim CIO

Position Contact Email
Required Documents
Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter/Letter of Application
  3. Reference Contact Information
Optional DocumentsSupplemental Questions

Required fields are indicated with an asterisk (*).

  1. The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. §. 19.36(7).
    • I prefer my identity remain confidential and have read and understand that if I am the successful candidate for this position, my name may be released.
    • I do not request that my identity remain confidential.
  2. How did you hear about this employment opportunity?
    • Chronicle of Higher Education Web Site
    • Discipline-Specific Publication/Web Site
    • HERC Web Site
    • Web Site
    • Job Center of Wisconsin Web Site
    • Minority Publication/Web Site
    • University of Wisconsin - La Crosse Social Media (i.e. Facebook, LinkedIn, Twitter)
    • University of Wisconsin - La Crosse Web Site
    • La Crosse Tribune
    • Personal Referral
  3. Were you ever found to have engaged in any sexual violence or sexual harassment in a previous work assignment? (Required under UW System Administrative Policy 1275)
    • Yes
    • No
  4. Are you an alum of the University of Wisconsin-La Crosse?
    • Yes
    • No
  5. After you retire from a Wisconsin Retirement System (WRS) employer, you may return to work with a WRS employer as a rehired annuitant, provided certain requirements are met. There are no restrictions on what type of position a rehired annuitant can hold. Under the WRS, there is no limit to how much you may earn as a rehired annuitant. (Learn more: Are you currently collecting an annuity from the Wisconsin Retirement System, (WRS)?
    • Yes
    • No
  6. Are you currently employed by or have you been employed by a UW System institution or a State of Wisconsin agency during the last seven (7) years? Please answer yes or no. If yes, provide the institution or agency name, your supervisor and contact information, including phone number and email address.
    • Yes
    • No
  7. Please provide your most recent employer, supervisor name and contact information, including phone number and email address. (Pursuant to UW System Administrative Policy 1275, UW System requires reference checks related to sexual harassment and sexual violence to be conducted at a minimum with a final candidate’s most recent employer and with all previous UW System institution and State of Wisconsin agency employers from the past seven years. UW-L will notify you prior to contacting your supervisor).

    (Open Ended Question)

  8. Will you now or in the future require visa sponsorship for employment at the University of Wisconsin-La Crosse? (UW-L and UW System institutions pay for some or all of the sponsorship costs. Some candidates may require an H1B or another form of employment sponsorship to work in the US. This question is asked so that if you are the successful candidate, Human Resources can work with your work unit to begin the process of obtaining this visa).
    • Yes, I will require sponsorship prior to employment.
    • Yes, I will require sponsorship for continued employment if hired.
    • No, I do not require sponsorship and am eligible to work in the US.
  9. The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identities of finalists must be revealed upon request. See Wis. Stat. §. 19.36(7).
    • I wish for my name to remain confidential until the university is no longer able to do so.
    • I waive my right to keep my name confidential through the application process.
  10. Are you currently under investigation or have ever left employment during an active investigation in which you were accused of sexual violence or sexual harassment? (Required under UW System Administrative Policy 1275)
    • Yes
    • No

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