IT Support Analyst - Help Desk

UIOWA • Iowa City, IA

20h • Remote

About The Position

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. 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 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 the state of 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: Routes all requests for advanced or on-site computer, telephony, application and network support to the appropriate support or development staff. Install software through SCCM automated advertisements, network locations, and occasionally from the internet Performs basic trouble-shooting 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. Assists faculty, staff and students with general computer problems and questions via telephone, voicemail, email and online ticketing portal. 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 end 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 Routes all requests for advanced or on-site computer, telephony, application and network support to the appropriate support or development staff. Install software through SCCM automated advertisements, network locations, and occasionally from the internet Performs basic trouble-shooting 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. Assists faculty, staff and students with general computer problems and questions via telephone, voicemail, email and online ticketing portal. 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 end 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 and supervision of student or temporary employees.

Requirements

• Bachelor’s degree in Computer Science, MIS, or IT-related field or equivalent combination of education and experience.
• 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 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.
• Experience troubleshooting problems with iOS and Android devices
• Experience installing and troubleshooting local and network printers

Nice To Haves

• Experience using applications running in a Citrix environment
• Experience troubleshooting and installing Citrix clients in Windows and macOS
• Familiar with virtualization concepts
• 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

Responsibilities

• Routes all requests for advanced or on-site computer, telephony, application and network support to the appropriate support or development staff.
• Install software through SCCM automated advertisements, network locations, and occasionally from the internet
• Performs basic trouble-shooting 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.
• Assists faculty, staff and students with general computer problems and questions via telephone, voicemail, email and online ticketing portal.
• 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 end 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
• Routes all requests for advanced or on-site computer, telephony, application and network support to the appropriate support or development staff.
• Install software through SCCM automated advertisements, network locations, and occasionally from the internet
• Performs basic trouble-shooting 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.
• Assists faculty, staff and students with general computer problems and questions via telephone, voicemail, email and online ticketing portal.
• 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 end 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 and supervision of student or temporary employees.

Benefits

• Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans.
• Relocation Assistant available to qualified applicants.
• Fringe benefit package including paid vacation; sick leave; health, dental, life and disability insurance options; and generous employer contributions into retirement plans

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level