Provide configuration, installation, and support of desktop and printer hardware, software, and
peripheral equipment in an enterprise IT environment. 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. Embrace standardization, the adoption of best practices, documentation, customer service excellence, and the continual
improvement approach to IT. Exercise all workflows while maintaining state and institutional policies and contributing to the support of
organizational objectives.
Position Responsibilities
- Analyzes IT system needs in clinical, critical care,
research and departmental spaces and determines appropriate solution to satisfy needs. - Plans, installs, and documents complex IT
system configurations. - Develops the understanding of institutional knowledge to reflect customer needs within solution planning and
implementation. - Installs, configures, and maintains hardware and software solutions to continually improve operational
performance. - Assists with the implementation of approved projects, providing project support and services.
- Performs advanced
analysis and problem resolution with a wide range of hardware and software, including connectivity, security and policy compliance impacting
customers across multiple geographical locations. - Defines, documents, shares, and continually improves solutions and
workflows. - Evaluates new desktop hardware and software for possible inclusion in set of supported products.
- Provides
one-on-one guidance and consultation to users. - Communicates the value of adhering to standards for hardware, software, and other IT
services to customers and peers. - Participates in opportunities to improve workflows, processes, and standards, to promote greater
value for our customers. - Provides both verbal and documented training to customers and peer technicians.
- Creates and
continually improves implementation and operational support documentation for provided services, used to train customers and peer
technicians. - Defines, documents, and implements procedures for complex software/hardware installation and configuration
processes. - Maintains accurate inventory management records.
- Accurately documents all performed work within a service
management tracking system. - Develops customer self-help guides for commonly encountered service interruptions.
- Participates
with management regarding the support of current and future state operations, which may include interviewing and evaluating candidates when
vacancies in unit staff occur as required. - Leads small projects and/or one or more phases of larger projects, as
required. - Provides functional oversight for temporary or consultant staff on projects.
- Travels to customer sites as needed
to configure, install, and support client hardware, software, and peripheral equipment.
Salary: $46,450 to commensurate – 4A
The University of Iowa offers a generous benefits
package, including 24 days of 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 Requirement
- Bachelor’s
degree in a related field or an equivalent combination of education and related experience.
Experience
Requirements
- 1-3 years supporting workstations running Windows 10/11 and Microsoft 365
- Professional experience
working with desktop hardware and software in a centrally managed workstation environment. - Demonstrated understanding of wired and
wireless networking and security concepts. - Excellent oral and written communication skills to communicate effectively with a varied
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.
Desired
Qualifications
- Extensive interpersonal skills with the ability to disarm escalated situations with all levels of
personnel. - Experience with ITSM techniques, ITIL frameworks and /or LEAN principles.
- 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. - Experience supporting Mac OS.
- Experience
Supporting a wide array of connected peripheral equipment and printers in an enterprise environment. - Experience working in a health
care or health industry environment.
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 Todd Carter at [email protected].
Additional Information
Compensation
Contact Information
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