IT Support Consultant

IT Professionals
21002120 Requisition #

The Office of Teaching, Learning & Technology (OTLT) is seeking to fill a full-time ICON Direct eTexts Consultant. The person in this position will facilitate the management of the business operational functions of the ICON Direct, including financial data, the eText ordering workflow; serve as functional expert/consultant to the campus and other internal and external groups (including the Unizin consortium) on best practice use of the eText reader platform; serve as communication lead for the initiative; mediate and resolve associated issues between collaborators; gather, analyze and report to the Office of Teaching, Learning and Technology (OTLT) leadership on eText utilization trends, including adoption by Iowa faculty and subsequent analysis of said trends. 

Additionally, the ICON Direct eText Coordinator will serve as an expert resource, remaining current with the literature about the use of instructional technologies in higher education. In addition to electronic textbooks, this includes other current and emerging technologies specifically related to instructional materials, open educational resources, and digital learning tools. 

The ICON Direct eText Coordinator functions under the direction of the Assistant Director of Academic Technologies team. This position will be the central point of contact with OTLT, faculty, students, publishers, the Unizin consortium, university registrars and the university billing office in the effective support and continued growth of ICON Direct at the University of Iowa.

This full-time Professional & Scientific position will be filled as an IT Support Consultant (PIC2). 
Schedule:  Monday – Friday, 8:00 am – 5:00 pm, may require occasional on-call. This position is not eligible for University sponsorship for employment authorization

•    Provides basic one-on-one guidance and consultation to University constituents.
•    Provides input and recommendations on procedures, guidelines, and policies. 
•    Participates in creating awareness within the organization of specific technology changes.
•    Works with a variety of campus and university clients and end-users to evaluate complex problems and determine solutions consistent with other priorities and applications.
•    Describes problem identification, reporting, and escalation procedures.
•    Identifies available resources and support for troubleshooting.
•    Escalates and monitors issues to vendor support as needed.
•    Provides and maintains documentation of user support activities/incidents. Updates existing documentation of support services.
•    Provides training to individuals or groups of constituents. 
•    Independently develops course documentation and training content.
•    Takes self-study and vendor-sponsored classes as needed.
•    Able to independently test new software versions and configurations. Provides feedback regarding compatibility, performance, and effectiveness.
•    Analyzes, monitors, and reports financial data, information, and reports. 

A Bachelor’s degree in an appropriate discipline or an equivalent combination of education and
related experience in technical support may also serve to meet these minimum requirements 

•    Experience Required: Typically, 2-3 years experience in higher-ed or other training specialization related to education software
•    Working proficiency with Microsoft Office applications -- especially Word, Excel and PowerPoint
•    Working knowledge of course management systems (i.e. Canvas, Brightspace, Moodle)
•    Proven ability to effectively communicate, understand, and interpret concepts, ideas, information, and data
•    Strong problem-solving skills. Demonstrated experience working independently. 
•    Excellent interpersonal, customer service and teamwork skills (including with technical peers)
•    Strong organizational skills, including arranging events, programs, and projects, and documenting processes and outcomes
•    Excellent interpersonal, presentation, and communication skills (both written and verbal) essential to present and interact with people in a group, presentation, or workshop setting with audiences which possess varying degrees of technical knowledge
•    Demonstrated commitment to diversity in the workplace or community
•    Demonstrated ability to quickly learn and adapt to new technologies

•    Knowledge of digital learning platforms (i.e. McGraw Hill Connect, Pearson MyLab )
•    Knowledge of federal, state, and university regulations, and functional expertise to make decisions that impact student service operations and subsequent student utilization of key tools
•    General knowledge of the services and technologies provided by ITS and the campus IT organization and environment
•    Experience with web conferencing solutions such as Zoom, Skype for Business
•    Experience working with software vendors to apply upgrades and resolve problems
•    Project management experience, with demonstrated ability to serve as a proactive group lead for technology-related projects of varying scope and duration
•    Experience reconciling financial accounts.
•    Master’s degree in related discipline

Application Process:
In order to be considered, applicants must upload (and mark as “Relevant File”) a cover letter and resume are required for submission materials. 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 check and credential verification. For questions or additional information, please contact Kim Kuebrich Yordi at

There is an expectation that the person in this position will maintain effective, civil, and respectful working relationships with the University of Iowa campus community and uphold a high standard of cultural competency and respect for difference that represents our commitment to diversity, equity, and inclusion.

Equal opportunity/affirmative action employer

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.

Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, (319) 335-2660 or  For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543.

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