IT Support Analyst

The University of Iowa; Iowa City (IA); Remote; USD 44,000 - 52,000; Full time

Job summary

The University of Iowa is seeking an IT Support Analyst to join their Health Care Information Systems. This role serves as a key point of contact for internal users, ensuring high-quality support in a busy Help Desk environment. Candidates will need a relevant bachelor's degree and experience in customer service, particularly in a technical context.

Benefits

Generous benefits package including 24 days paid vacation

Paid sick leave

Qualifications

• 6 months to 1 year in Help Desk or Customer Service.
• Troubleshooting experience with Windows 10/11 and Office/365.
• Ability to work independently with a focus on customer service.

Responsibilities

• Provide customer support for computer, phone, and network issues.
• Create and update work orders for service requests.
• Assist with asset management and training of new employees.

Skills

Customer Service

Problem Solving

Communication

Attention to Detail

Teamwork

Education

Bachelor’s degree in Computer Science, MIS, or IT-related field

Job description

The University of Iowa Health Care Information Systems has an exciting opportunity to join our team as 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.

• 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 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

• Salary:$44,370 to commensurate – Paygrade 3A
• The 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 athttps://hr.uiowa.edu/benefits
• Percent of Time: 100%
• Staff Type:Professional & Scientific
• Type of Position:Regular

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 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

To be considered, applicants must uploada 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 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.

Additional Information

• Classification Title: IT Support Analyst
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: Remote within Iowa

Compensation

Contact Information

• Contact Name: Lilian Kimani

Equal opportunity/affirmative action employer

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.

Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, [phone] or [e-mail] . For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543 .

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