Senior IT Support Consultant - Systems Support

University of Iowa • 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 work focuses on printers, patient care devices, and other clinical systems. The role also includes project administration, inventory management, and schedule management, with regular communication with direct management.

This position is eligible for hybrid work within Iowa. A work arrangement form must be completed upon employment; arrangements are reviewed annually and must follow the university's remote work and employee travel policies.

Health Care Information Systems (HCIS) provides and supports information and communication systems and technology that facilitate quality patient care, medical education, and research. HCIS provides comprehensive support for patient care delivery, communication, technology innovation, education, and research, while fostering a positive, productive, and rewarding environment for IT and communication staff.

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.
• Applicants must upload a resume addressing how they meet the required and desired qualifications.
• Successful candidates must self-disclose conviction history and undergo a criminal background check and credential/education verification.

Nice To Haves

• Experience with Microsoft OneNote.
• Experience with Electronic Health Records and interfaced systems.
• Demonstrated ability to work independently.
• Comfort working with 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.
• A cover letter is desired as part of the application process.

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 to 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 improve implementation and operational support documentation, including materials used to train customers and peer technicians.
• Develop documentation for complex software and hardware installation processes.
• Develop, document, and implement procedures for supported hardware.
• Maintain accurate inventory management records and document work accurately in the ticket tracking system.
• Assist with approved project implementation by providing project support and services.
• Manage small projects or phases of larger IT projects on and off campus, including at UI Community Connect sites, as needed.
• Maintain project documentation 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, potentially including interviewing and evaluating candidates when unit staff 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.

Benefits

• 24 days of paid vacation per year to start.
• Paid sick leave.
• The University of Iowa offers a benefits package; full details are available through its benefits information.

What This Job Offers

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