Senior IT Support Consultant - Media Systems

UIOWA • Iowa City, IA

2d • Onsite

About The Position

The Senior IT Support Consultant provides enterprise-level design, research, engineering, implementation, project coordination, and operational support for Media Systems and related technologies at UI Health Care. Supported systems include conference and meeting rooms, event spaces, Interactive Patient Care Systems, digital signage, video observation and education systems, cable TV/IPTV delivery, centralized clock systems, audio systems, and other Media Systems. This is not an IT desktop position. The role is on-site at the Medical Center University Campus, 200 Hawkins Drive, Iowa City.

The position coordinates with University of Iowa departments, Design and Construction/Capital Management, low-voltage integrators, construction trades, end users, and stakeholders. It manages projects of varying size and complexity, helps deploy approved Media Systems projects, and provides specialized support for installed systems. The consultant works independently with a strong customer-service focus and may provide functional and administrative supervision, including direction in the absence of the primary supervisor and participation in hiring activities.

The role develops and maintains support procedures, service-level documentation, technical standards, training materials, and knowledgebase content. It provides and coordinates AV setups, high-level technical support, training, and communication about system outages and downtime. Participation in a 24x7 on-call support rotation is required as needed.

Health Care Information Systems (HCIS) supports information and communication technology that facilitates patient care, medical education, and research. The position contributes to a positive, productive, and rewarding environment for information technology and communication staff.

Requirements

• Bachelor’s degree in Education, MIS, Computer Science, or a Media Systems-related field, or an equivalent combination of education and experience.
• 3–5 years of experience in application and/or technology support.
• Experience troubleshooting and resolving issues with Media control systems.
• Experience configuring, installing, and supporting Media System devices.
• Experience with Crestron, Extron, Q-SYS, or similar AV equipment.
• Knowledge of construction project coordination, including drawings, specifications, documentation, and changes related to architectural, electrical, and Division 27 telecommunications systems.
• Experience designing, planning, coordinating, and executing complex technology and construction-related projects.
• Experience developing technical standards and specifications.
• Experience creating technical documentation, system diagrams, operating procedures, and support documentation.

Nice To Haves

• Experience with wired and wireless networking and security.
• Experience in a healthcare or health industry environment.
• AVIXA CTS, AVIXA CTS-I, or other industry certifications.
• Experience with Visio, AutoCAD, Bluebeam, or similar design software applications.
• Familiarity with Interactive Patient Care systems and integrations.
• Experience working with a Service Desk using an electronic ticketing system.
• Experience as an administrative manager of technical staff, providing leadership and mentoring.
• Experience with enterprise-level CATV/IPTV video service delivery.
• Experience with conferencing and collaboration technologies.

Responsibilities

• Develop and maintain support procedures for all Media Systems at UI Health Care.
• Perform, oversee, and assist with AV setups.
• Document operational system functions, the effect of new systems on day-to-day support, and relevant technology changes.
• Provide high-level support for complex hardware and software issues involving supported Media Systems.
• Identify and document service outages that affect customers and communicate Media System downtime internally and externally.
• Communicate project plans, budgets, progress, goals, timelines, and milestones to teams, departments, divisions, and other UI Health Care staff.
• Develop and deliver basic and advanced training to small and large groups.
• Independently develop training courses and technical documentation, and train Media System staff through onboarding and cross-training.
• Develop and maintain service-level documentation and assist with the electronic knowledgebase.
• Manage small to large, complex projects and deploy Media Systems for approved projects, providing project support and services.
• Meet with end users and stakeholders to gather requirements and create scopes of work and marked-up drawings for contractors to prepare proposals.
• Collaborate with day-to-day support consultants and Capital Management staff as a functional senior team member on upcoming projects.
• Provide direction and supervision in the absence of the primary supervisor and provide some functional and administrative supervision.
• Participate in applicant evaluation and interviews as part of the hiring selection process.
• Participate in a 24x7 on-call support rotation as required to resolve routine and complex problems.

Benefits

• 24 days of paid vacation per year to start.
• Paid sick leave.
• The University of Iowa offers a benefits package; complete benefits information is available through the University.

What This Job Offers

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