Senior IT Support Consultant – Software Escalation
Position Summary:
Iowa Health Care department of Health Care Information Systems is seeking a Senior IT Support Consultant to perform advanced technical support on the Software Escalation team. This position will provide direct, expert-level software troubleshooting for customers as a working team lead supervising two other software technical support experts. The Software Escalation team serves as an escalation point for software troubleshooting and advanced software installation for students, faculty, and staff of University of Iowa Health Care. This position will be based at the UI Health Care Support Services Building (HSSB) building at 3281 Ridgeway Drive in Coralville, IA. This position will be eligible for hybrid remote work.
Position Responsibilities:
- Direct staff that perform both troubleshooting and documented software installs for users via remote tools.
- Determine appropriate IT solutions to satisfy needs.
- Provide broad support to a variety of complex software issues.
- Perform advanced analysis and problem resolution with a wide range of devices and software, including connectivity, security and policy compliance affecting users across multiple geographical locations.
- Lead recruiting and onboarding efforts for new team members.
- Accurately account for all work within a service management tracking system.
- Serve as the team lead and provide direct supervision for the Software Escalation team.
- Serve as mentor and subject matter expert for team.
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: $56,304.00 to commensurate – 5A
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: 3281 Ridgeway Dr, Coralville, IA
Staff Type: Professional & Scientific
Type of Position: Regular
Education Required
Bachelor’s degree in a related field or an equivalent combination of education and related experience.
- 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 or help desk experience.
- Expert proficiency in software installations/deployments.
- Outstanding communication skills, both verbal and written, with technical and non-technical staff.
- Excellent organizational skills.
- Demonstrated capacity to work collaboratively with other teams to resolve customer issues.
- Experience supporting offsite customers using remote assistance tools.
Desired Qualifications
- Experience utilizing ticketing software for incident and time management.
- Experience managing/supervising employees, including mentoring, assigning tasks or overseeing daily work of staff.
- Experience with health care systems and processes.
- 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.
