IT Support Consultant - Desktop Support Specialist
University of Iowa
Location: Iowa City, Iowa
Salary: 48,500.00 - 90,166.00
Internal Number: 23002110_1678990622
Position will be filled as either an IT Support Consultant or IT Support Analyst based on candidate qualifications and interview evaluation. To be considered for different job classification levels, candidate must apply for each position interested in.
University of Iowa Hospitals and Clinics department of Health Care Information Systems is seeking an IT Support Consultant. This position provides configuration, installation and support of desktop hardware, software and peripheral equipment in an enterprise IT environment. Performs work in clinical, critical care, research and departmental environments, interacting with all levels of personnel, patients and visitors. Works closely with peer teams promoting collaboration and consistent service delivery. Embraces standardization, the adoption of best practices, documentation, customer service excellence and the continual improvement approach to IT. Exercises all workflows while maintaining state and institutional policies and contributing to the support of organizational objectives.
Analyzes IT system needs in clinical, critical care, research and departmental spaces and determines appropriate solution to satisfy needs.
Plans, installs and documents complex IT system configurations.
Develops the understanding of institutional knowledge to reflect customer needs within solution planning and implementation.
Installs, configures and maintains hardware and software solutions to continually improve operational performance.
Performs advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security and policy compliance affecting customers across multiple geographical locations.
Defines, documents, shares and continually improves solutions and workflows, including but not limited to after-hours support escalation processes.
Evaluates new desktop hardware and software for possible inclusion in set of supported products.
Communicates the value of adhering to standards for hardware, software, and other IT services to customers and peers.
Participates in opportunities to improve workflows, processes and standards, to promote greater value for our customers.
Provides both verbal and documented training to customers and peer technicians.
Creates and continually improves implementation and operational support documentation for provided services, used to train customers and peer technicians.
Define, document and implement procedures for complex software/hardware installation and configuration processes.
Maintain accurate inventory management records.
Accurately document all performed work within service management tracking system.
Develop customer self-help guides for commonly encountered service interruptions.
Participates with management regarding the support of current and future state operations, which may include interviewing and evaluating candidates when vacancies in unit staff occur as required.
Leads small projects and/or one or more phases of larger projects, as required.
Health Care Information Systems (HCIS) provides and supports information and communication systems and technology that facilitate quality patient care, progressive medical education, and innovative research.
HCIS services University of Iowa Health Care by providing comprehensive, high-level support for patient care delivery, internal and external communication, technology innovation, medical education, and research. Creating and maintaining a positive, productive, and rewarding environment for information technology and communication staff.
University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at https://hr.uiowa.edu/benefits
Percent of Time: 100%
Location: 200 Hawkins Drive, Iowa City, IA
Staff Type: Professional & Scientific
Type of Position: Regular
Bachelor's degree in a related field or an equivalent combination of education and related experience.
Experience, typically 1-3 years, supporting workstations running Windows 7/10 and MS Office 2016/365
Professional experience working with desktop hardware and software in a centrally managed workstation environment.
Demonstrated understanding of wired and wireless networking and security concepts.
Excellent oral and written communication skills to communicate effectively with a diverse population of technical and non-technical individuals.
Demonstrated ability to work in a team-based setting where consultation, flexibility, collaboration and cooperation are essential.
Ability to move and install IT equipment.
A valid driver's license and ability to meet UI Fleet Safety requirements.
Extensive interpersonal skills with the ability to disarm escalated situations with all levels of personnel.
Experience with technical process documentation intended for both IT professionals and non-technical customers.
Experience working in a fast-paced environment that requires excellent time management skills and flexibility to balance workload.
Experience with IT Service Management Change Management, Continuous Improvement Initiatives, ITIL, LEAN and/or Project Coordination.
Experience supporting Mac OS.
Experience working in a health care or health industry environment.
In order to be considered, applicants must upload a resume (under submission relevant materials) that clearly addresses how they meet the listed required and desired qualifications of this position. A cover letter is desired as part of the application process. Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended.
Successful candidates will be subject to a criminal background and credential check. This position is not eligible for University sponsorship for employment authorization.
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, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, gender identity, or associational preferences.
With over 31,000 students, the University of Iowa is one of the nation's top public research universities, a member of the Big Ten conference and the Association of American Universities. The University of Iowa is composed of eleven colleges and is known around the world for its balanced commitment to the arts, sciences, and humanities. It is home to one of the nation's largest academic medical centers and the pioneering Iowa Writers' Workshop. The University of Iowa promotes work/life integration and is located in the casual yet cosmopolitan environment of Iowa City, widely recognized as one of the country's most livable communities.