Iowa Health Care department of Health Care Information Systems is seeking a Senior IT Support Consultant. This role will perform expert technical troubleshooting for software applications and will also perform complex software installations in a managed workstation environment. This role will also support deployment/troubleshooting of managed applications on both personal and institutional mobile devices in a walk-in service desk environment.
As a member of the Customer Facilitator team, this role will act as a liaison between HCIS divisions and customers, coordinating small projects as necessary and matching customer needs to UIHC-supported solutions. Additional duties for this role include creating written procedures for troubleshooting and software installation, as well as how-to documents for common tasks. Additional duties including creating how-to documentation for common tasks and coordinating small projects such as software migrations. May lead small projects, as necessary.
Position Responsibilities:
Install complex software using established procedures.
Document procedures/practices for software installation and troubleshooting.
Provide expert software troubleshooting for software applications in UIHC environment.
Provide expert ability to identify and address trends with supervisor and appropriate teams.
Manages systems used to collect hardware and software inventory, deployment of software on demand, and manage software configurations on client computers.
Follow workflow procedures and track work using department-wide tool.
Investigates and resolves complex widespread computer problems that affect users across multiple areas.
Resolves issues and improves solution processes working closely with Customer Service and Technicians.
Provides expert technical assistance to desktop support team members in finding solutions to computer-related problems in departments and/or on individual machines.
Assists in developing and maintaining standards in the delivery of network-based computer resources.
Regularly examine procedures and workflows and recommend modifications to use available technology most effectively.
Collaborates with campus IT professionals to achieve short and long-range IT goals of the organization.
Provides occasional complex training as needed for UIHC systems such as Skype for Business, eFaxing, Microsoft One Drive, Teams, and ShareFile. May give presentations to departments about HCIS services.
Creates, develops, maintains, and distributes documentation on solutions to common problems. Creates how-to documentation for common tasks. Creates exhaustive documentation for complex processes/applications.
Maintains accurate and complete records of services performed and systems developed.
Assists in the development of long-range strategies for information technology needs of the organization.
Coordinates large-scale software/storage upgrades and moves. Coordinate projects, as necessary.
Acts as a technical mentor for unit staff.
May participate with management in interviewing and evaluating candidates when vacancies in unit occur.
Facilitate communication between divisions, departments, and customers.
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 52242
Staff Type: Professional & Scientific
Type of Position: Regular
Education Required
A Bachelor's degree in related field or an equivalent combination of education and related experience.
Required Qualifications
Professional experience (typically 3-5 years) providing technical support and troubleshooting for workstations running Windows 10/11 and Microsoft Office 365 application suite.
Strong 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.
Desired Qualifications
Experience working in a health care IT environment.
Experience supporting workstations running macOS.
Experience in project planning and implementation.
Experience supporting offsite customers using remote assistance tools, with ability to effectively troubleshoot technical issues remotely.
Experience supporting personal mobile computing devices (smartphones, tablets, etc.)
This position is not eligible for University sponsorship for employment authorization.
For additional questions contact Blake Sanor blake-sanor@uiowa.edu
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.