IT Support Analyst OR IT Support Consultant – Extended Technical Support

UIOWA•Iowa City, IA

2d•Onsite

About The Position

Information Technology Services is looking to hire either an IT Support Analyst or an IT Support Consultant, depending on the qualifications of the selected candidate. This role involves providing exceptional technical support, consultation, guidance, and training to end users within the Extended Technical Support team at the University of Iowa. The position is responsible for the basic design, installation, setup, and maintenance of security patches, operational integrity, and support of stand-alone and networked computer systems in both Windows PC and Macintosh environments. The role requires collaboration with colleagues, explaining technical concepts to non-technical customers, maintaining inventory records, and serving as a primary resource for resolving IT issues.

Requirements

Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in technical support.
Professional support experience (typically 6 months – 1 year for Analyst, 1-3 years for Consultant) using varied technology concepts relating to electronic file storage, desktop management, networked print services or other applicable technologies.
Experience supporting Windows personal computers and laptops.
Experience supporting printers, multi-function devices, etc.
Experience supporting personal mobile computing devices (smartphones, tablets, etc.)
Demonstrated ability to identify and troubleshoot computer systems and network performance for operational problems and make recommendations for corrective actions.
Demonstrated excellent written and oral communication skills.
Excellent interpersonal, customer service and teamwork skills (including with technical peers).
Ability to routinely move and transport computer equipment up to 50 pounds.

Nice To Haves

Valid US driver’s license and ability to meet UI fleet safety requirements.
Experience supporting Apple computers and laptops.
Knowledge of and experience with Active Directory Users and Computers and Group Policy Management Console.
Experience managing workstations using Microsoft Endpoint Configuration Manager (MECM) or other desktop management tools and strategies.
General knowledge of the services and technologies provided by ITS and the campus IT organization and environment.

Responsibilities

Collaborating with colleagues to design, install, and configure hardware and software solutions.
Applying security patches and maintaining operational integrity of systems.
Providing basic training to end users on supported systems.
Administering public resources areas, ensuring a seamless experience for all.
Explaining technical concepts to non-technical customers in a clear and friendly manner.
Maintaining accurate software and hardware inventory records.
Being a go-to resource for resolving IT-related issues promptly and effectively.