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It Support Consultant – Customer Facilitator
| Company | The University of Iowa |
| Address | , Iowa City, 52245, Ia |
| Employment type | FULL_TIME |
| Salary | $48,500 a year |
| Expires | 2023-06-27 |
| Posted at | 1 year ago |
Position will be filled as either an IT Support Consultant or Senior IT Support Consultant based on candidate qualifications and interview evaluation. To be considered for different job classification levels, candidate must apply for each position interested in.
Position Summary:
University of Iowa Hospitals and Clinics department of Health Care Information Systems is seeking an IT Support Consultant specializing in software support to join the Customer Facilitator team. This role will perform technical troubleshooting for software applications and will also deploy software 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, assisting with projects as necessary. Additional duties for this role include matching customer needs with UIHC-supported solutions and creating/distributing solution documents for common problems or how-to documents for common tasks.
Position Responsibilities:
- Provide software troubleshooting for software applications in UIHC environment.
- Utilize systems used to collect hardware and software inventory, deployment of software on demand, and manage software configurations on client computers.
- Install software using established procedures.
- Identify and address trends with supervisor and appropriate teams.
- Investigates and resolves widespread computer problems that affect users across multiple areas.
- Provides technical assistance to desktop support team members in finding solutions to computer-related problems in departments and/or on individual machines.
- Provides occasional basic training as needed for UIHC systems such as Skype for Business, Esker eFaxing or ShareFile.
- May occasionally recommend procedure and workflow modifications in order to use available technology most effectively.
- Coordinates software/storage upgrades and moves. Coordinate projects as necessary.
- Collaborates with campus IT professionals to achieve short and long-range IT goals of the organization.
- Maintains and distributes documentation on solutions to common problems. Creates how-to documentation for common tasks.
- Resolves issues working closely with Customer Service and Technicians.
- Facilitate communication between divisions, departments and customers.
- Follow workflow procedures and track work using department-wide tool.
- Maintains accurate and complete records of services performed and systems developed.
- Assists customers in determining hardware and software requirements for specific applications
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 Dr, Iowa City, Iowa
Staff Type: Professional & Scientific
Type of Position: Regular
Education Required
Bachelor’s degree in Computer Science, MIS, IT-related field, or equivalent combination of education and experience.
Experience Requirements
- Experience working collaboratively in a team-based environment.
- Experience utilizing ticketing software for incident and time management.
- Professional experience (typically 1-3 years) providing technical support and troubleshooting for workstations running Windows 10/11 and Microsoft Office 365 application suite.
- Strong customer service focus.
- Experience supporting the Outlook desktop app.
- Outstanding communication skills, both verbal and written, with technical and non-technical staff.
- Experience with technical documentation.
- Excellent organizational skills.
Desired Qualifications
- Experience supporting personal mobile computing devices (smartphones, tablets, etc.)
- Experience supporting workstations running macOS.
- Experience in project implementation.
- Experience working in a health care IT environment.
- Experience supporting offsite customers using remote assistance tools, with ability to effectively troubleshoot technical issues remotely.
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 William Dawson at [email protected].
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