ITS Help Desk Support Analyst

Required Qualifications:

·       Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in technical support.

·       Professional technical support experience (typically 6 months or more) using relevant technology concepts and providing front-line IT support.

·       Demonstrated technical knowledge of Microsoft Windows, Apple macOS, Microsoft Office 365, mobile technologies, and email applications.

·       Demonstrated ability to provide excellent customer service to a wide array of customers.

·       Excellent troubleshooting skills, including the ability to identify and isolate root causes.

·       Demonstrated excellent written and oral communication skills (working proficiency).

·       Excellent interpersonal and teamwork skills, including the ability to work effectively with technical peers.

Desirable Qualifications:

·       General knowledge of the services and technologies provided by ITS and the broader campus IT organization.

·       Experience using an IT service management (ITSM) system to document and manage incidents and service requests.

·       Experience working in a customer‑facing, high‑volume technical support environment (e.g., service desk or help desk).

·       Experience supporting end‑user account access, authentication, or login‑related issues, including multi‑factor authentication.

·       Foundational understanding of directory or identity‑management concepts related to accounts and access.

·       Technical knowledge of security‑related issues such as phishing, spoofing, and account protection.

·       Advanced knowledge of networking concepts and wireless networking technologies.

Application Details:

In order to be considered, applicants must upload the following materials and mark them as “Relevant File” to the submission:

·       Resume

·       Cover letter

Job openings are posted for a minimum of 7 calendar days and may be removed from posting and filled any time after the original 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.  Up to 5 professional references will be requested at a later step in the recruitment process.

For questions or additional information, please contact melanie-bell@uiowa.edu.

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