Senior IT Support Consultant – Software Escalation
Education Required
Bachelor’s degree in a related field or an equivalent combination of education and related experience.
Required Qualifications
- Professional experience (typically 4-6 years) providing technical support and troubleshooting for workstations running Windows 10/11 and Microsoft Office 365 application suite.
- Expert-level customer service experience.
- Extensive experience supporting the Outlook desktop app.
- Expert proficiency in software installations/deployments in a managed workstation environment.
- Outstanding communication skills, both verbal and written, with technical and non-technical staff.
- Excellent organizational skills.
- Demonstrated capacity to work collaboratively with other teams and departments to resolve customer issues.
- Experience creating and maintaining technical documentation.
- Experience utilizing ticketing software for incident and time management.
- Experience supporting offsite customers using remote assistance tools, with ability to effectively troubleshoot technical issues remotely.
Desired Qualifications
- Experience managing/supervising employees, including assigning tasks and overseeing daily work of staff.
- Advanced interpersonal skills with the ability to disarm escalated situations with all levels of personnel.
- Experience with change management, continuous improvement initiatives, ITIL, LEAN and/or project management.
- Experience working in a Health Care IT environment.
- Experience in project planning and implementation.
- Experience collecting team performance metrics.
- Experience supporting personal mobile computing devices (smartphones, tablets, etc.).
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 William Dawson William-dawson@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.
