• Job Description

  Req#: 42337
  
  
  
  
  
  
  
  University of Iowa Health Care department of Health Care Information Systems is seeking a Senior IT Support Consultant for the Software Escalation team. This team serves as an escalation point for software troubleshooting and advanced software installation for students, faculty, and staff of University of Iowa Health Care. The role will perform expert technical troubleshooting for software applications and will also perform complex software installations in a managed workstation environment.
  As a member of the Software Escalation team, this role will also act as a liaison between HCIS divisions and customers, matching customer needs to Enterprise-supported solutions. This position will be based at the Health Care Support Services Building (HSSB) building at 3281 Ridgeway Drive in Coralville, IA. This position will be eligible for hybrid remote work.
  This position is eligible for hybrid 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:
  • Install complex software using established procedures.
  • Document procedures/practices for software installation and troubleshooting.
  • Provide expert software troubleshooting for software applications in UIHC environment.
  • Provide expert ability to identify and address trends with supervisor and appropriate teams.
  • Follow workflow procedures and track work using department-wide tool.
  • Investigates and resolves complex widespread computer problems that affect users across multiple areas.
  • Maintains accurate and complete records of services performed.
  • May participate with management in interviewing and evaluating candidates when vacancies in unit occur.
  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: $56,304.00 to commensurate – 5A
  • 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 related field or an equivalent combination of education and related experience.
  Required Qualification:
  • Professional experience (typically 3-5 years) providing technical support and troubleshooting for workstations running Windows 10/11 and Microsoft Office 365 application suite.
  • Strong customer service experience.
  • Extensive experience supporting the Outlook desktop app.
  • Expert proficiency in software installations/deployments in a managed workstation environment.
  • Outstanding communication skills, both verbal and written, with technical and non-technical staff.
  • Excellent organizational skills.
  • Demonstrated capacity to work collaboratively with other teams and departments to resolve customer issues.
  • Experience utilizing ticketing software for incident and time management.
  • Experience supporting offsite customers using remote assistance tools, with ability to effectively troubleshoot technical issues remotely.
  Desired Qualifications
  • Experience working in a health care IT environment.
  • Experience supporting workstations running macOS.
  • Experience supporting personal mobile computing devices (smartphones, tablets, etc.)
    
  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 Eric Grimes - eric-grimes@uiowa.edu
  Additional Information
  • Classification Title: Senior IT Support Consultant
  • Appointment Type: Professional and Scientific
  • Schedule: Full-time
  • Work Modality Options: Hybrid within Iowa
  Compensation
  • Pay Level: 5A
  • Starting Salary Minimum: 56,304.00
  Contact Information
  • Organization: Healthcare
  • Contact Name: Eric Grimes
  • Contact Email: eric-grimes@uiowa.edu
  
  
  
  
  
  
  
  
  

• About the company

  The University of Iowa is a public research university in Iowa City, Iowa.

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