Iowa Health Care department of Health Care Information Systems is seeking a Senior IT Support Consultant to perform advanced configuration and installation of IT hardware and software in an enterprise IT environment. Collaborates closely with leadership and peer teams to promote collaboration and consistent service delivery. Embraces the adoption of best practices, centralized IT management, standardization, documentation, customer service excellence and the continual improvement approach to IT. Exercises all workflows while maintaining state and institutional policies and alignment with organizational objectives. Serves as a technical escalation point for the team. Provides complex training to internal team members and peer IT teams as applicable. Manages projects through analysis, integration, installatio n, and troubleshooting of wired and wireless computing devices. Performs work in clinical, critical care, research, and departmental environments, interacting with all levels of personnel, patients, and visitors. May flex work schedule to ensure adequate resource coverage is maintained in clinical environment.

This position is responsible for functional supervision of staff. Work will include request and incident processing, innovation, future planning, preventative maintenance, and asset life cycle management of technologies in applicable areas. This position will report to Iowa Health Care’s Downtown Campus in Iowa City.

The primary shift for this position is intended to be 9-hours including a 1-hour lunch break, Monday through Friday, 8AM-5PM. It is expected that this position maintains work schedule flexibility as needed, to promote consistent and effective environment IT support.

Position Responsibilities:

• Identify and address trends with appropriate teams.
• Manages systems used to collect hardware and software inventory, and deployment of software on client computers.
• Manage department hardware inventory and manage inventory life cycle.
• Facilitate communication between divisions, departments, and customers.
• Direct, schedule, assign, and monitor refresh projects in applicable environments.
• Plans, installs, and documents complex IT system configurations.
• Develops the understanding of institutional knowledge to reflect customer needs within solution planning and implementation.
• Performs advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security and policy compliance affecting services across all applicable environments.
• Collaborates, defines, documents, shares, and continually improve solutions and processes with peer technicians.
• Resolves issues and improves solution processes collaborating closely with Customer Service and Technicians.
• Provides expert technical assistance to desktop support team members in finding solutions to computer-related problems in departments and/or on individual machines.
• Assists in developing and maintaining standards in the delivery of network-based computer resources.
• Recommends procedure and workflow modifications to use available technology most effectively.
• Collaborates with campus IT professionals to achieve short and long-range network goals of the organization.
• Assists customers in determining hardware and software requires for budgetary purposes.
• Trains and guides team members and peer teams as applicable, regarding new and revised technologies, tools, skill development and procedures.
• Defines, documents, demonstrates, and presents training content to customers and peer teams regarding provided IT services.
• Creates, develops, and distributes documentation on solutions to common problems. Creates how-to documentation for common tasks.
• Maintains accurate and complete records of services performed and systems developed.
• Develop and enforce unit policies and procedures.
• Maintains accurate inventory management records.
• Accurately accounts for all performed work within centralized service management tracking system.
• Develops customer self-help guides for commonly encountered service interruptions.
• Modify procedures and workflow to make effective use of available technologies to increase unit efficiency.
• Manages some or all phases of small projects end to end and or one or more phases of larger projects.
• Assists with the management of resources and activities required to support phases of peer IT team projects.
• Acts as a technical leader mentor for unit staff.            
• Participates with management in interviewing and evaluating candidates when vacancies in unit occur.
• Facilitate communication between divisions, departments, and customers.
• Provides functional supervision to staff.
• Recommend measures to improve service delivery, scheduling, and quality control.
• Travel to customer sites as needed to configure, install, and support client hardware, software, and peripheral equipment.
• Participate in 24x7 on-call support rotation, as required, to resolve routine and/or complex problems as they arise.

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: Medical Center North Liberty, IA

Staff Type: Professional & Scientific

Type of Position: Regular

Education Required

• Bachelor’s degree in Computer Science, MIS, IT-related field, or equivalent combination of education and experience.

Required Qualifications

• Extensive experience (typically 3-5 years) supporting workstations running Windows 10/11 and MS Office 365.
• Extensive professional experience working with desktop hardware and software in a managed workstation environment.
• Demonstrated ability to thrive in a fast-paced environment that requires excellent time management skills and flexibility to balance workload.
• Excellent oral and written communication skills to communicate effectively with a variety of technical and non-technical staff, including support documentation.
• Ability to move and install IT equipment.
• Demonstrated ability to work independently and collaboratively within a team.

Desired Qualifications

• Experience providing complex IT support in a health care or health industry environment.
• Experience with IT Service Management Change Management, Continuous Improvement Initiatives, ITIL, LEAN and/or Project Management
• Experience troubleshooting client wired and wireless networking and security issues.
• Experience managing risks associated with non-standardized hardware and software configurations in a standardized IT environment.
• Extensive interpersonal skills with the ability to disarm escalated situations with all levels of personnel.

 

This position is not eligible for University sponsorship for employment authorization.

For additional questions contact Mark Jackson mark-jackson@uiowa.edu

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.