Provide advanced configuration, installation and support of desktop hardware, software, and peripheral equipment in an enterprise IT environment. Perform work in clinical, critical care, research, and departmental environments, 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. This position will report to Iowa Health Care’s Downtown Campus in Iowa City.
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.
Performs advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security and policy compliance affecting customers across multiple geographical locations.
Defines, documents, shares, and continually improves solutions and workflows, including but not limited to after-hours support escalation processes.
Evaluates new desktop hardware and software for possible inclusion in set of supported products.
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.
Define, document, and implement procedures for complex software/hardware installation and configuration processes.
Maintain accurate inventory management records.
Accurately document all performed work within service management tracking system.
Develop 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.
Participate in 24x7 on-call support rotation, as required, to resolve routine and/or complex problems as they arise.
Salary $47,380 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%
Work Schedule: Monday-Friday 8 am - 5 pm
Location Onsite - University Medical Center Downtown (MCD)
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.
Required Qualifications:
Experience, typically 1-3 years, supporting workstations running Windows 10/11, MS Office 2016/365, and Apple mobile devices.
Professional experience working with desktop hardware and software in a centrally managed workstation environment.
Experience utilizing remote IT support tools.
Excellent oral and written communication skills to communicate effectively with technical and non-technical individuals.
Demonstrated ability to work effectively, both independently and collaboratively in a team environment.
Ability to move and install IT equipment.
Desired Qualifications:
Experience with technical process documentation intended for both IT professionals and non-technical customers.
Support experience with wired and wireless networking and security concepts.
Demonstrated ability to disarm escalated situations and/or difficult customers.
Experience with ITSM techniques, ITIL frameworks and/or LEAN principles.
Experience supporting wide array of connected peripheral equipment.
Experience working in a Health Care IT 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 Tony Wissink at Tony-Wissink@uiowa.edu
WE CARE Core Values
Welcoming: We strive for an environment where every voice is heard, emphasize, regular communication, and seek transparency wherever possible.
Excellence: We strive to achieve excellence in all that we do.
Collaboration: We believe teamwork is the best way to work.
Accountability: We behave ethically, act openly and with integrity in all that we do, taking responsibility for our actions.
Respect: We honor diversity and recognize the worth and dignity of every person.
Equity: We dedicate ourselves to equity and fairness.
Mission
Changing Medicine. Changing Lives.®
University of Iowa Health Care is changing medicine through:
• Pioneering discovery
• Innovative interprofessional education
• Delivery of superb clinical care
• An extraordinary patient experience in a multi-disciplinary, collaborative, team-based environment
University of Iowa Health Care is changing lives by:
• Preventing and curing disease
• Improving health and well-being
Vision
World Class People: Building on our greatest strength.
World Class Medicine: Creating a new standard of excellence in integrated patient care, research, and education.
For Iowa and the World: Making a difference in quality of life and health for generations.
Recognitions/ Awards
In its 2020 rankings of “Best Employer for Diversity," Forbes ranked UI Health Care No. 47 overall among large employers nationwide and No. 10 in its Healthcare & Social category.
