IT Support Analyst – Clinical Support Specialist

The University of Iowa

Job Reference #: 23001266

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.

Position Summary:

University of Iowa Hospitals and Clinics department of Health Care Information Systems is seeking an IT Support Analyst to provide direct support, consultation, guidance, and training to customers, and identify technical solutions. Support daily operations and assist with technology planning to maximize customer and organizational value. Performs basic configuration and installation of IT hardware and software in an enterprise IT environment and afterhours help desk support. Collaborates closely with leadership and peer teams to promote collaboration and consistent service delivery. 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 an d alignment with organizational objectives. Provides basic one-on-one training to internal team members as applicable. Assists with 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:

  • Week 1 | Wednesday, Thursday, Friday, Saturday | 6:30pm-6:30am
  • Week 2 | Thursday, Friday, Saturday | 6:00pm-7:00am

Clinical Support employees assigned to non-traditional M-F shifts may be eligible for administrative differential pay.

Position Responsibilities:

IT Support Implementation and Maintenance:

  • Perform basic installation of hardware and software adhering to operational standards, organizational security, and licensing requirements. Install software updates and patches as needed. Perform basic testing of software and hardware
  • Analyzes IT system needs in clinical, critical care, research and departmental spaces and determines appropriate solution to satisfy needs.
  • Installs and documents basic IT system configurations.
  • Develops the understanding of institutional knowledge to reflect customer needs within solution implementation.
  • Installs, configures, and maintains entry level hardware and software solutions to continually improve operational performance.

IT Support Troubleshooting:

  • Troubleshoot assigned applications and hardware. May perform helpdesk functions and/or direct user support.
  • Performs basic analysis and problem resolution with a variety of hardware and software, including connectivity, security and policy compliance affecting customers across multiple geographical locations.
  • Documents, shares, and continually improves solutions and workflows, including but not limited to after-hours support escalation processes.

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:

  • Provide basic one-on-one instruction.
  • May provide verbal and/or documented training to customers and peer technicians.
  • Influences best practices for basic software management and security practices
  • Trains customers how to place IT service requests

Documentation/Knowledge Management:

  • Provide basic documentation of user support activities/incidents. Update existing documentation of support services.
  • Maintain accurate inventory management records.
  • Exhibits strong attention to detail in the documentation of requests, responses to customers and other written or verbal communication.
  • Influences and maintains operational support documentation for provided services

Project/Service Management:

  • May assist with project support and services.
  • Configure, deploy, and troubleshoot basic wired and wireless computing devices
  • Assists with asset management activities as requested.
  • Assists with special projects and assignments as requested

Leadership/Supervision:

  • May provide functional and/or administrative supervision
  • Assists with training and supervision of student or temporary employees.

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: $43,500 to commensurate – 3A

Percent of Time: 100%

Location: 200 Hawkins Drive, Iowa City, IA 52242

Staff Type: Professional & Scientific

Type of Position: Regular

Position Qualifications:

Education Required

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

Experience Requirements:

  • Experience, typically 6 months to 1 year, supporting workstations running Windows and MS Office
  • Experience working with desktop hardware and software in a centrally managed workstation environment.
  • Experience utilizing or basic knowledge of 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 Kyle Vanderploeg

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.

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

Job ID: 84188

Posted 5 days ago

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