ITS Help Desk Support Analyst - University of Iowa

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

Required Qualifications:

• Professional support experience (typically 6 months – 1 year) using relevant technology concepts and providing front-line technical support.
• Demonstrated strong technical knowledge of Microsoft Windows, Apple MacOS, Microsoft Office 365, mobile technologies, email technologies and applications.
• Demonstrated ability to provide excellent customer service to diverse customer populations.
• Excellent troubleshooting skills and the ability to identify root causes.
• Demonstrated excellent written and oral communication skills (working proficiency).
• Excellent interpersonal and teamwork skills (including technical peers) (working proficiency).

Desired Qualifications:

• General knowledge of the services and technologies provided by ITS and the campus IT organization.
• Experience with ITSM systems, such as Cherwell, ServiceNow or other similar systems.
• Technical knowledge of Microsoft Active Directory.
• Technical knowledge of security-related issues such as phishing, spoofing and advanced threat protection solutions.
• Advanced knowledge of networking concepts and wireless networking technologies.
• Experience with multi factor authentication.

Position and Application details:

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

• Resume
• Cover Letter 

Job openings are posted for a minimum of 14 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 additional questions, please contact Melanie Bell at melanie-bell@uiowa.edu.

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 a welcoming and respectful workforce culture.