IT Support Analyst – Help Desk

This position is eligible for remote work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

Position Summary:

Iowa Health Care department of Health Care Information Systems is seeking an IT Support Analyst. The IT Support Analyst position acts as the front-line customer contact point for Health Care Information Systems. The position provides basic customer service and support for UI Health Care computer users and machines in a high call volume center. The shift will be an 8-hour workday, starting between 6:00 a.m. and 9:00 a.m., Monday through Friday for a 40-hour week. Duties include assisting customers by phone with computer, phone, application, and network support issues and creating a work order for each phone call handled. Work will be performed in a structured Help Desk setting. The position requires a professional demeanor, close attention to detail, strong teamwork skills and the ability to tolerate high intensity working conditions. The ability to make quick decisions based on professional judgment and written procedures is essential.

Position Responsibilities:

• Routes all requests for advanced or on-site computer, telephony, application and network support to the appropriate support or development staff.
• Install licensed software through SCCM automated advertisements.
• Install licensed software from network locations and occasionally from the internet.
• Install drivers for basic peripherals.
• Performs basic troubleshooting and resolves problems at established Help Desk levels.
• Evaluates the urgency and severity of all requests and triages them according to established procedures or professional judgment.
• Comply with HIPAA and IT Security regulations.
• Routes all requests for advanced or on-site computer, application and network support to the appropriate support or development staff.
• Creates and updates network or application accounts as requested.
• Assists faculty, staff and students with general computer problems and questions via telephone and email.
• Use shadowing and service tools to provide remote support.
• Guides end users through application how to instructions.
• Suggests best practices for email management and security practices.
• Trains users how to place IT service requests.
• Exhibits strong attention to detail in the documentation of requests, responses to customers and other written or verbal communication.
• Assists in the preparation of detailed documentation for new and existing HCIS projects.
• Participates actively in the team environment to promote learning, collaboration, and creativity.
• Assists with asset management activities as requested.
• Assists with special projects and assignments as requested.
• Assists with training of new 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 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: $44,370 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: 3281 Ridgeway Dr, Coralville, IA

Staff Type: Professional & Scientific

Type of Position: Regular