IT Support Consultant– Offsite Desktop Support

The University of Iowa

Job Reference #: 22005031

Position Summary:

A Desktop Support Consultant provides direct and remote support, consultation, guidance, and training to staff, faculty, patients, and visitors while providing technical solutions in an enterprise IT environment. Performs advanced configuration, deployment, and support of IT hardware and software in clinical, critical care, research, and departmental environments in UIHC locations across the state of Iowa. Collaborates closely with leadership and peer teams to promote collaboration, consistent service delivery, and growth opportunities. Embraces the adoption of best practices, centralized IT management, standardization, documentation, customer service excellence and the continual improvement approach to IT. Exercises all workflows while maintaining state and institutional policies and alignment with organizational objectives. Provides training to internal team members and peer IT teams as applicable. Creates project deliverables through installation and troubleshooting of wired and wireless computing devices. Performs work in clinical, critical care, research, and departmental environments, interacting with all levels of personnel, patients, and visitors.

Work Schedule:

Monday – Friday: 8am-5pm

Position Responsibilities:

IT Support Implementation and Maintenance:

  • Independently analyzes IT system needs in clinical, critical care, research and departmental spaces and determines appropriate solutions 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.
  • Deploys and supports hardware and software solutions to continually improve operational performance.

IT Support Troubleshooting:

  • Performs advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security, and policy compliance.
  • 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.
  • Participates in opportunities to improve workflows, processes, and standards, to promote greater value for our customers.

Consultation/Business Analysis:

  • Provide basic one-on-one guidance and consultation to users.
  • Communicates the value of adhering to standards for hardware, software, and other IT services to customers and peers.
  • Assists with the implementation of opportunities to improve workflows, processes, and standards, to promote greater value for our customers.

Training:

  • Provides 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.
  • May provide training to groups of constituents and develop course/training content.

Documentation/Knowledge Management:

  • Define, document, and implement procedures for complex software/hardware installation and configuration processes.
  • Maintain accurate IT asset information and service configuration management records.
  • Accurately document all performed work within IT Service Management system.
  • Develop customer self-help guides for commonly encountered service interruptions.

Project/Service Management:

  • Assist with the implementation of approved projects, providing project support and services.
  • Configure, deploy, and troubleshoot wired and wireless computing devices.
  • May manage small portions of a larger project.

Leadership/Supervision

  • 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.
  • May provide functional and/or administrative supervision.

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.

Pay Grade: https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure
Salary: $49,000 to commensurate – 4A
Percent of Time: 100%
Location: 3281 Ridgeway Dr, Coralville, Iowa
Staff Type: Professional & Scientific
Type of Position: Regular

Education Required

Bachelor’s degree in a related field or an equivalent combination of education and related experience.

Experience Requirements

  • Experience, typically 1-3 years, supporting workstations running Windows 7/10 and MS Office 2016/365
  • Experience working with desktop hardware and software in a centrally managed workstation environment.
  • Demonstrated ability to utilize remote IT support tools.
  • Ability to deliver effective oral and written communication to a diverse population of technical and non-technical individuals.
  • Experience 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.

Desired Qualifications

  • Experience working in a Health Care IT environment.
  • Basic knowledge of technical process documentation intended for both IT professionals and non-technical customers.
  • Basic Knowledge of wired and wireless networking and security concepts.
  • Demonstrated ability to disarm escalated situations and/or difficult customers.
  • Experience with IT Service Management, Change Management, Continuous Improvement Initiatives, ITIL, LEAN and/or Project Coordination.
  • Experience supporting wide array of connected peripheral equipment.
  • Experience working in a fast-paced environment that requires excellent time management skills and flexibility to balance workload.

For additional questions contact Mark Jackson mark-jackson@uiowa.edu

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.

        

Job Benefits:

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

Application Instructions:

  • 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.

Job ID: 82873

Posted 2 days ago

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