Senior IT Support Consultant - Systems Support

UIOWA•Iowa City, IA

3d•Hybrid

About The Position

The University of Iowa Health Care Information Services is hiring a Senior IT Support Consultant to provide advanced support, configuration, and installation of IT hardware for daily operations and IT projects on and off campus, including UI Community Connect sites. The position focuses on printing environments, patient care devices, and other clinical systems, and also supports project administration, inventory management, and scheduling. The role is eligible for hybrid work within Iowa. A work arrangement form is required upon starting; arrangements are reviewed annually and must comply with applicable remote work and employee travel policies. Health Care Information Systems (HCIS) provides and supports information and communication systems and technology for patient care, medical education, research, communication, and technology innovation. The position supports current and future operations and contributes to a positive and productive environment for IT and communications staff. This is a regular, 100% position located at General Hospital, 200 Hawkins Dr, Iowa City. The University offers 24 days of paid vacation per year to start and paid sick leave, with additional benefits information available through the University.

Requirements

Bachelor’s degree in Computer Science, MIS, an IT-related field, or an equivalent combination of education and experience.
3–5 years of experience supporting workstations running Windows 10 and MS Office 2016/365.
Experience running small to large IT-related projects in an enterprise environment.
Experience working with desktop hardware and software in an enterprise IT environment.
Professional experience working effectively with individuals from a variety of backgrounds and perspectives.
Experience working in an Enterprise IT Service Center.
Ability to move and install clinical systems devices, computers, and printers.
Valid driver’s license and ability to meet University of Iowa Fleet Services Program rules and regulations.

Nice To Haves

Experience with Microsoft OneNote.
Experience with Electronic Health Records and interfaced systems.
Demonstrated ability to work independently.
Comfort working with various powered and non-powered hand tools.
Experience with wireless networking and security.
Experience providing IT support in a health care or health industry environment.
Experience with ITIL frameworks and/or LEAN principles.
Excellent organizational skills.

Responsibilities

Analyze printer and other systems-device needs in clinical, critical care, research, and departmental environments, and determine appropriate hardware.
Plan, install, and document complex clinical systems-device hardware and printer configurations.
Apply institutional knowledge of customer needs in solution planning and implementation.
Perform proactive equipment maintenance at UI Health Care, UI Community Connect, and other on- and off-campus locations.
Coordinate system-upgrade testing at UI Health Care and UI Community Connect locations.
Perform advanced analysis and problem resolution across hardware and software, including connectivity, security, and policy-compliance issues affecting users across multiple locations.
Collaborate with peer technicians to define, document, share, and continually improve solutions and processes.
Maintain hardware standards for clinical systems devices and printer equipment, and maintain standard policies for hardware requests.
Communicate the value of established best practices for hardware, software, peripherals, and supported IT services to personnel at all levels.
Provide verbal and documented training to customers and peer technicians.
Create and continually improve implementation and operational support documentation, including documentation used to train customers and peer technicians.
Develop documentation for complex software and hardware installations, and develop, document, and implement procedures for supported hardware.
Maintain accurate inventory records and document work accurately in the ticket-tracking system.
Assist with approved project implementation by providing project support and services; may manage small projects or phases of larger projects.
Maintain project documentation for tracking all project phases.
Flex the work schedule during projects or to support go-lives, as needed.
Participate with management in supporting current and future operations, which may include interviewing and evaluating candidates when unit vacancies occur.
Facilitate communication among team members, teams, divisions, departments, and customers.
Participate in a 24x7 on-call support rotation, as required, to resolve routine or complex problems.