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Form of workPosition will be filled as either an IT Support Consultant or Senior IT Support Consultant based on candidate qualifications and interview evaluation. To be considered for different job classification levels, candidate must apply for each position interested in.
Position Summary:
University of Iowa Hospitals and Clinics department of Health Care Information Systems is seeking an IT Support Consultant specializing in software support to join the Customer Facilitator team. This role will perform technical troubleshooting for software applications and will also deploy software in a managed workstation environment. This role will also support deployment/troubleshooting of managed applications on both personal and institutional mobile devices in a walk-in service desk environment.
As a member of the Customer Facilitator team, this role will act as a liaison between HCIS divisions and customers, assisting with projects as necessary. Additional duties for this role include matching customer needs with UIHC-supported solutions and creating/distributing solution documents for common problems or how-to documents for common tasks.
Position Responsibilities:
• Install software using established procedures.
• Provide software troubleshooting for software applications in UIHC environment.
• Identify and address trends with supervisor and appropriate teams.
• Utilize systems used to collect hardware and software inventory, deployment of software on demand, and manage software configurations on client computers.
• Follow workflow procedures and track work using department-wide tool.
• Investigates and resolves widespread computer problems that affect users across multiple areas.
• Resolves issues working closely with Customer Service and Technicians.
• Provides technical assistance to desktop support team members in finding solutions to computer-related problems in departments and/or on individual machines.
• May occasionally recommend procedure and workflow modifications in order to use available technology most effectively.
• Collaborates with campus IT professionals to achieve short and long-range IT goals of the organization.
• Assists customers in determining hardware and software requirements for specific applications
• Provides occasional basic training as needed for UIHC systems such as Skype for Business, Esker eFaxing or ShareFile.
• Maintains and distributes documentation on solutions to common problems. Creates how-to documentation for common tasks.
• Maintains accurate and complete records of services performed and systems developed.
• Coordinates software/storage upgrades and moves. Coordinate projects as necessary.
• Facilitate communication between divisions, departments and customers.
Pay Grade: https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure
Salary: $48,500 to commensurate - 4A
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 Dr, Iowa City, Iowa
Staff Type: Professional & Scientific
Type of Position: Regular
Education Required
Bachelor's degree in Computer Science, MIS, IT-related field, or equivalent combination of education and experience.
Experience Requirements
• Professional experience (typically 1-3 years) providing technical support and troubleshooting for workstations running Windows 10/11 and Microsoft Office 365 application suite.
• Strong customer service focus.
• Experience supporting the Outlook desktop app.
• Outstanding communication skills, both verbal and written, with technical and non-technical staff.
• Excellent organizational skills.
• Experience working collaboratively in a team-based environment.
• Experience with technical documentation.
• Experience utilizing ticketing software for incident and time management.
Desired Qualifications
• Experience working in a health care IT environment.
• Experience supporting workstations running macOS.
• Experience in project implementation.
• Experience supporting offsite customers using remote assistance tools, with ability to effectively troubleshoot technical issues remotely.
• Experience supporting personal mobile computing devices (smartphones, tablets, etc.)
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 required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.
This position is not eligible for University sponsorship for employment authorization.
For additional questions contact William Dawson William-dawson@uiowa.edu
