IT Support Consultant – Deployment

Position Summary:

University of Iowa Hospitals and Clinics department of Health Care Information Systems is seeking an IT Support Consultant. The position provides configuration, installation, and support of desktop and printer hardware, software, and peripheral equipment in an enterprise IT environment. The employee will perform work in clinical, critical care, research, and departmental environments, while interacting with all levels of personnel, patients, and visitors. Work closely with peer teams promoting collaboration and consistent service delivery. The employee must embrace standardization, the adoption of best practices, documentation, customer service excellence, and the continual improvement approach to IT, in addition to exercising all workflows while maintaining state and institut ional policies and contributing to the support of organizational objectives.

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:

Analyze IT system needs in clinical, critical care, research and departmental spaces and determine appropriate solution to satisfy needs.
Plan, install, and document complex IT system configurations.
Develop the understanding of institutional knowledge to reflect customer needs within solution planning and implementation.
Install, configure, and maintain hardware and software solutions to continually improve operational performance.
Perform 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.
Define, document, share, and continually improve solutions and workflows.
Evaluate new desktop hardware and software for possible inclusion in a set of supported products.
Communicate the value of adhering to standards for hardware, software, and other IT services to customers and peers.
Participate in opportunities to improve workflows, processes, and standards, in order to promote greater value for our customers.
Provide both verbal and documented training to customers and peer technicians.
Create and continually improve implementation and operational support documentation for provided services to be used to train customers and peer technicians.
Define, document, and implement procedures for complex software/hardware installations and configuration processes.
Maintain accurate inventory management records.
Accurately accounts for all performed work within centralized service management tracking system.
Develop customer self-help guides for commonly encountered service interruptions or issues.
Participate with management regarding the support of current and future state operations, which may include interviewing and evaluating candidates when vacancies in unit staff occur.
Lead small projects and/or one or more phases of larger projects, as required.

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

Salary: $48,500 to commensurate – 4A

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 managed workstation environment.
Demonstrated understanding of wired and wireless networking and security concepts.
Excellent oral and written communication skills to be used 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 the University of Iowa Fleet Services program rules and regulations due to the need for the ability to drive University vehicles.
Demonstrated job-related experience and/or commitment to diversity in the work/academic environment.

Desired Qualifications

Experience with IT Service Management, Change Management, Continuous Improvement Initiatives, ITIL, LEAN and/or Project Coordination.
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.
Extensive interpersonal skills with the ability to disarm escalated situations with all levels of personnel.
Experience supporting wide array of connected peripheral equipment.
Experience working in a health care or health industry environment.

For additional questions contact Craig Medberry craig-medberry@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.