IT Support Consultant - Onsite

UIOWA•Iowa City, IA

3d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.