IT Support Analyst – Help Desk

The University of Iowa

Coralville, IA     Full Time

Job Reference #: 24005716

This position is eligible for remote work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the and .

Position Summary:

Iowa Health Care department of Health Care Information Systems is seeking an IT Support Analyst. The IT Support Analyst position acts as the front-line customer contact point for Health Care Information Systems. The position provides basic customer service and support for UI Health Care computer users and machines in a high call volume center. The shift will be an 8-hour workday, starting between 6:00 a.m. and 9:00 a.m., Monday through Friday for a 40-hour week. Duties include assisting customers by phone with computer, phone, application, and network support issues and creating a work order for each phone call handled. Work will be performed in a structured Help Desk setting. The position requires a professional demeanor, close attention to detail, strong teamwork skills and the ability to tolerate high intensity working conditions. The ability to make quick decisions based on professional judgment and written procedures is essential.

Position Responsibilities:

  • Routes all requests for advanced or on-site computer, telephony, application and network support to the appropriate support or development staff.
  • Install licensed software through SCCM automated advertisements.
  • Install licensed software from network locations and occasionally from the internet.
  • Install drivers for basic peripherals.
  • Performs basic troubleshooting and resolves problems at established Help Desk levels.
  • Evaluates the urgency and severity of all requests and triages them according to established procedures or professional judgment.
  • Comply with HIPAA and IT Security regulations.
  • Routes all requests for advanced or on-site computer, application and network support to the appropriate support or development staff.
  • Creates and updates network or application accounts as requested.
  • Assists faculty, staff and students with general computer problems and questions via telephone and email.
  • Use shadowing and service tools to provide remote support.
  • Guides end users through application how to instructions.
  • Suggests best practices for email management and security practices.
  • Trains users how to place IT service requests.
  • Exhibits strong attention to detail in the documentation of requests, responses to customers and other written or verbal communication.
  • Assists in the preparation of detailed documentation for new and existing HCIS projects.
  • Participates actively in the team environment to promote learning, collaboration, and creativity.
  • Assists with asset management activities as requested.
  • Assists with special projects and assignments as requested.
  • Assists with training of new employees.

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: $44,370 to commensurate – 3A

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 Computer Science, MIS, or IT-related field or equivalent combination of education and experience.

Experience Requirements

  • 6 months to 1 year of work experience in a high-volume Help Desk, Call Center, or other Customer Service environment.
  • Experience troubleshooting problems with Windows 10/11 and Microsoft Office/365 Suite.
  • Excellent verbal and written communication skills.
  • Strong problem-solving skills and the ability to quickly learn new software.
  • Proven ability to work independently with a strong focus on customer service.

Desired Qualifications

  • Experience installing and troubleshooting local and network printers.
  • Experience troubleshooting problems with iOS and Android devices.
  • Experience using applications running in a Citrix environment.
  • Working knowledge of basic clinical application support.
  • Working knowledge of LAN/WAN networking
  • Working knowledge of computer hardware and peripherals.
  • Experience troubleshooting problems with Mac OS X

 

This position is not eligible for University sponsorship for employment authorization.

For additional questions contact Lilian Kimani lilian-kimani@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.