IT Support Consultant
University of Iowa Health Care Information Systems has a great opportunity to join our team as an IT Support Consultant. In this role, you will provide configuration, installation and support of desktop hardware, software and peripheral equipment in an enterprise IT environment. You will perform work in clinical, critical care, research and departmental environments, interacting with all levels of personnel, patients and visitors. You will work closely with peer teams promoting collaboration and consistent service delivery. You will embrace standardization, the adoption of best practices, documentation, customer service excellence and the continual improvement approach to IT. You will exercise all workflows while maintaining state and institutional policies and contributing to the support of organizational objectives.
Position Responsibilities:
- Analyzes IT system needs in clinical, critical care, research and departmental spaces and determines appropriate solution 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.
- Installs, configures and maintains hardware and software solutions to continually improve operational performance.
- Performs advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security and policy compliance affecting customers across multiple geographical locations.
- 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 supported products.
- Communicates the value of adhering to standards for hardware, software, and other IT services to customers and peers.
- Participates in opportunities to improve workflows, processes and standards, to promote greater value for our customers.
- Provides both 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.
- Define, document and implement procedures for complex software/hardware installation and configuration process.
- Maintain accurate inventory management records.
- Accurately document all performed work within service management tracking system.
- Develop customer self-help guides for commonly encountered service interruptions.
- 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.
- Travel to customer sites as needed to configure, install, and support client hardware, software and peripheral equipment.
- Participate in 24x7 on-call support rotation, as required, to resolve routine and/or complex problems as they arise.
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: $49,511 to commensurate – 4A
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 Dr Iowa City, IA 52242
Staff Type: Professional & Scientific
Type of Position: Regular
Education Required
- Bachelor’s degree in Computer Science, MIS, IT-related field or an equivalent combination of education and related experience.
Experience Requirements
- Experience, typically 1-3 years, supporting workstations running Windows 10/11 and Office365
- Professional experience working with desktop hardware and software in a centrally managed workstation environment.
- Demonstrated understanding of wired and wireless networking and security concepts.
- Excellent oral and written communication skills to communicate effectively with technical and non-technical individuals.
- Demonstrated ability to work in a team-based setting where consultation, flexibility, collaboration and cooperation are essential.
- Ability to move and install IT equipment.
Desired Qualifications
- Experience, typically 1-3 years, supporting MacOS
- Extensive interpersonal skills with the ability to disarm escalated situations with all levels of personnel.
- Experience with technical process documentation intended for both IT professionals and non-technical customers.
- Experience working in a fast-paced environment that requires excellent time management skills and flexibility to balance workload.
- Experience with IT Service Management Change Management, Continuous Improvement Initiatives, ITIL, LEAN and/or Project Coordination.
- Experience working in a health care or health industry environment.
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 required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.
This position is not eligible for University sponsorship for employment authorization.
For additional questions contact Jehu Torres - torresj@uiowa.edu.
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, 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.
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 fsds@uiowa.edu. For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543.
