basic customer service and support for UI Health Care computer users and machines in a high call volume center. 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 team
building 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.
This position is eligible for remote work within the state of 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 remote work program and related policies and employee travel policy when working at a remote location.
Position Responsibilities:
Routes all requests for advanced or on-site computer, telephony,
application and network support to the appropriate support or development staff.
Install software through SCCM automated
advertisements, network locations, and occasionally from the internet
Performs basic trouble-shooting 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.
Assists faculty, staff and students with general computer problems and questions via telephone, voicemail,
email and online ticketing portal.
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 end 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
Routes all requests for
advanced or on-site computer, telephony, application and network support to the appropriate support or development staff.
- Install
software through SCCM automated advertisements, network locations, and occasionally from the internet - Performs basic
trouble-shooting 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. - Assists faculty, staff and students with general computer
problems and questions via telephone, voicemail, email and online ticketing portal. - 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 end 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 and supervision of student or temporary employees.
Percent of Time: 100%
Schedule: 40hours per week, Monday through Friday,
8 hour shifts starting between 7 AM and 9 AM
Location: Remote eligible within the State of Iowa
Benefits
Highlights: Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and
generous employer contributions into retirement plans. Relocation Assistant available to qualified applicants. https://hr.uiowa.edu/benefits
Fringe benefit package including paid
vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement
plans
For more information about Why Iowa?, click here
Education
Requirements:
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 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.
- Experience troubleshooting
problems with iOS and Android devices - Experience installing and troubleshooting local and network
printers
Desired Qualifications:
- Experience using applications running in a Citrix
environment - Experience troubleshooting and installing Citrix clients in Windows and macOS
- Familiar with virtualization
concepts - Working knowledge of basic clinical application support.
- Working knowledge of LAN/WAN networking
- Working
knowledge of computer hardware and peripherals. - Experience troubleshooting problems with macOS
To be considered, applicants
must upload a resume (under submission of 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 7
calendar days. This job may be removed from posting and filled at any time after the minimum posting period has ended.
Successful
candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and
credential/education verification.
This position is not eligible for University sponsorship for employment
authorization.
For any additional questions, please contact Tanner Downey at [email protected].
Additional Information
Compensation
Contact Information
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