IT Support Consultant- Desktop Support Specialist
University of Iowa

Job Info

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Position Summary:

University of Iowa Hospitals and Clinics department of Health Care Information Systems is seeking an IT Support Consultant. This position provides configuration, installation and support of desktop hardware, software and peripheral equipment in an enterprise IT environment. Performs work in clinical, critical care, research and departmental environments, interacting with all levels of personnel, patients and visitors. Works closely with peer teams promoting collaboration and consistent service delivery. Embraces standardization, the adoption of best practices, documentation, customer service excellence and the continual improvement approach to IT. Exercises 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 inclusion in set of 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 processes.
• 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.

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 University of 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.

Position Responsibilities:

Pay Grade: https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure

Salary: $48,500 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 Drive, Iowa City, 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.

Experience Requirements

• Experience, typically 1-3 years, supporting workstations running Windows 7/10 and MS Office 2016/365
• 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 a diverse population of 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.
• A valid driver's license and ability to meet UI Fleet Safety requirements.

Desired Qualifications

• 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 supporting Mac OS.
• Experience working in a health care or health industry environment.

In order 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 subject to a criminal background and credential check. This position is not eligible for University sponsorship for employment authorization.

For additional questions contact Craig Medberry craig-medberry@uiowa.edu

Additional Information

• Classification Title: IT Support Consultant
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: On Campus

Compensation

• Pay Level: 4A
• Starting Salary Minimum: 48,500

Contact Information

• Organization: Healthcare
• Contact Name: Craig Medberry
• Contact Email: craig-medberry@uiowa.edu

This job has expired.