Senior IT Support Consultant - Learning Spaces Technology - Specified Term

University of Iowa•Iowa City, IA

17h•Onsite

About The Position

Information Technology Services (ITS) at the University of Iowa is seeking a Senior IT Support Consultant to serve as a key service owner within our Learning Spaces Technology (LST) team. This team is responsible for the strategy, standards, and support of audiovisual technology in over 350 classrooms, conference rooms, and student computing spaces across campus. As a member of the LST team, this position provides IT service management and coordinates delivery, customer experience, and support for multiple technology services used in physical spaces, including Meeting Room Technologies, Classroom Technologies, Student Computer Labs, and several other A/V related services. This is a hands-on role that requires strong organization, attention to detail, and the ability to manage specialty shipments in a fast-paced environment. This position has a project assignment of 2 years and is classified as a "specified term appointment" with full fringe benefits. There is an expectation that the individual in this position will maintain effective, civil, and respectful working relationships with the University of Iowa campus community and uphold the University’s commitment to creating a welcoming and respectful environment for all. This position is not eligible for University sponsorship for employment authorization. This is a 100% onsite position.

Requirements

A Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in a technical field may also serve to meet this minimum requirement.
Professional support experience (typically 3-5 years) with conferencing/video conferencing technologies.
Proficiency with a variety of A/V technologies and their integration into an enterprise environment.
Basic knowledge of Windows computers in an enterprise environment, and other enterprise.
Experience with technical project management, including a proven track record of initiating, managing, and completing technology projects, often with multiple stakeholders involved.
Experience working on and/or leading cross functional teams.
Demonstrated ability to effectively work across organizational structures to build strong partnerships, as well as build strong working relationships with team members.
Strong interpersonal skills with the ability to communicate effectively, both orally and in writing, with all levels of management and project teams members, including the ability to explain technical computing concepts to non-technical staff.
Demonstrated experience developing documentation for technology solutions and services.
Demonstrated ability to work independently with a strong focus on customer service.
Strong technology troubleshooting skills, as well as experience developing testing plans to validate data and find resolutions to system-wide problems.
Valid US driver’s license and ability to meet UI Fleet Safety requirements.
Ability to occasionally move and transport technology equipment weighing up to 50 lbs.

Nice To Haves

Experience implementing Microsoft Teams Rooms or other room-based meeting systems in an enterprise environment.
Experience supporting technology in a higher educational setting.
AVIXA CTS certification or other A/V industry certifications.
Knowledge of IT Service Management (ITSM principles and practices or those of a similar ITSM framework.
Experience working with cross-departmental teams and vendors to navigate changes, apply upgrades, and resolve problems.

Responsibilities

Coordinate regular maintenance and testing of hardware/software changes in assigned LST services.
Facilitate tier 3, expert technical support of complex, wide-spread hardware and software issues for LST services.
Lead/coordinate service operations for assigned LST services.
Develop, review, and oversee the management of public, end-user facing documentation, as well as internal process documentation.
Manage services change projects including technology refreshes, new deployments, and other changes.