IT Support Analyst – Desktop Support Specialist

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 Analyst. 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.

Position Responsibilities:

• 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
• Installs and documents basic IT system configurations.
• Installs, configures, and maintains entry level hardware and software solutions to continually improve operational performance.
• Troubleshoot assigned applications and hardware. Will perform 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.

• 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.
• 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
• 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
• May assist with project support and services.

• Configure, deploy, and troubleshoot basic wired and wireless computing devices
• Assists with asset management activities as requested.

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

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

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 10 and MS Office 365
• 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.

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.

For additional questions contact Craig Medberry craig-medberry@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, 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.

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