Position Summary

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 a 10-hour workday, starting at 7:00pm to 6:00am, Sunday through Wednesday 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.  Additional tasks will be assigned for periods of low call volume. This shift will include following the established after-hours escalation procedures to report urgent and high priority issues. This role will also distribute mass communication alerts for after-hours outages.

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 Iowa.

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 remote work program and related policies and employee travel policy when working at a remote location.

Position Responsibilities

IT Support Implementation and Maintenance:

• Install licensed software through SCCM automated advertisements.

• Install licensed software from network locations and occasionally from the internet.

• Install drivers for basic peripherals.

• Route all requests for advanced or on-site computer, application and network support to the appropriate support or development staff.

IT Support Troubleshooting:

• Perform basic troubleshooting and resolves problems at established Help Desk levels.

• Evaluate the urgency and severity of all requests and triages them according to established procedures or professional judgment.

• Provide initial clinical application support for the Epic electronic medical record system.

• Create and updates network or application accounts as requested.

• Route all requests for advanced or on-site computer, application and network support to the appropriate support or development staff.

Consultation/Business Analysis:

• Assist faculty, staff and students with general computer problems and questions via telephone, Self Service portal and email.

• Use shadowing and service tools to provide remote support.

Training:

• Guide end users through application how to instructions.

• Suggest best practices for email management and security practices.

• Train users how to place IT service requests.

Documentation/ Knowledge Management:

• Exhibit strong attention to detail in the documentation of requests, responses to customers and other written or verbal communication.

• Assist in the preparation of detailed documentation for new and existing HCIS projects.

• Participate actively in the team environment to promote learning, collaboration, and creativity.

Project/Service Management:

• Assist with asset management activities as requested.

• Assist with special projects and assignments as requested.

• Assist with training and supervision of temporary 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 delivering 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: $42,392 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%25

Location: Remote 

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 MacOS.

To be considered, applicants must upload a 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.

For additional questions contact Tanner Downey at [email protected].