Senior IT Support Consultant - Software Escalation
University of Iowa

Iowa Health Care department of Health Care Information Systems is seeking a Senior IT Support Consultant to lead the Software Escalation team. This position will provide direct, expert-level software support to customers as a working lead with two other software support experts. This team serves as an escalation point for advanced software troubleshooting issues for students, faculty, and staff of University of Iowa Health Care.

Position Responsibilities:

• Direct staff that perform both troubleshooting and documented software installs for users via remote tools.
• Test and validate new procedures for team processes.
• Determine appropriate IT solutions to satisfy needs.
• Develop the understanding of institutional knowledge to reflect customer needs within solution planning and implementation.
• Provide broad support to a variety of complex hardware and software issues.
• Perform advanced analysis and problem resolution with a wide range of devices and software, including connectivity, security and policy compliance affecting users across multiple geographical locations.
• Collaborate, define, document, share and continually improve solutions and processes with peer technicians.
• Provides expert technical assistance to leadership, peers, team members, faculty and staff regarding available IT resources and customer needs.
• Clearly communicates to team members and other staff throughout UIHC on project goals, timelines, and milestones.
• Assists in defining, developing, and improving IT service delivery standards throughout the enterprise.
• Communicates the value of adhering to established best practices regarding hardware, software, peripherals, and supported IT services to all levels of personnel.
• Collaborates and participates in opportunities to improve workflows, processes and established best practices.
• Provide basic and complex training to small and large groups of constituents.
• Lead onboarding efforts for new staff on team.
• Defines, documents, demonstrates and present training content to customers and peer teams regarding provided IT services.
• Trains and guides team members and peer teams as applicable, regarding new and revised technologies, tools, skill development and procedures.
• Assist with the development of service-level documentation.
• Maintain existing service-level documentation.
• Assist with the development of electronic knowledgebase.
• Defines, documents, and implements procedures for onboarding of team members, complex software/hardware installation and related configuration processes.
• Maintains accurate inventory management records.
• Accurately accounts for all performed work within centralized service management tracking system.
• Develops customer self-help guides for commonly encountered service interruptions.
• Defines and manages all phases of small projects end-to-end and or one or more phases of larger projects.
• Assist with the implementation of approved projects, providing project support and services.
• Manages resources required to support all daily operations for the team in addition to phases of projects that aid the support of peer IT teams.
• Serve as the team lead and provide direct supervision for the Software Escalation team.
• Serve as mentor and subject matter expert for team.
• Lead performance review process and professional development process for team.
• Participate in the planning process for developing operating procedures, guidelines, and policies.
• Participate in campus communities.
• Performs all functional and administrative team leadership functions.
• Participates with senior leadership in the support of recruitment activities.
• Facilitates communication between team members, teams, divisions, departments, and customers.
• Directs, schedules, assigns, monitors, and develops the team members, projects, and daily work of the team.
• Monitors, evaluates, and carries out guidance activities to continually improve service delivery and quality control of assigned work.

Health Care Information Systems (HCIS) provides and supports information and communication systems and technology that facilitate quality patient care, progressive medical education, and innovative research.

HCIS services Iowa Health Care by providing comprehensive, high-level support for patient care delivery, internal and external communication, technology innovation, medical education, and research. Creating and maintaining a positive, productive, and rewarding environment for information technology and communication staff.

Pay Grade: https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure

Salary: $56,304.00 to commensurate - 5A

University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at https://hr.uiowa.edu/benefits

Percent of Time: 100%

Location: 200 Hawkins Dr, Iowa City, IA

Staff Type: Professional & Scientific

Type of Position: Regular

Education Required

Bachelor's degree in a related field or an equivalent combination of education and related experience.

Required Qualifications

• Professional experience (typically 4-6 years) providing technical support and troubleshooting for workstations running Windows 10/11 and Microsoft Office 365 application suite.
• Expert-level customer service experience.
• Extensive experience supporting the Outlook desktop app.
• Expert proficiency in software installations/deployments in a managed workstation environment.
• Outstanding communication skills, both verbal and written, with technical and non-technical staff.
• Excellent organizational skills.
• Demonstrated capacity to work collaboratively with other teams and departments to resolve customer issues.
• Experience creating and maintaining technical documentation.
• Experience utilizing ticketing software for incident and time management.
• Experience supporting offsite customers using remote assistance tools, with ability to effectively troubleshoot technical issues remotely.

Desired Qualifications

• Experience managing/supervising employees, including assigning tasks and overseeing daily work of staff.
• Advanced interpersonal skills with the ability to disarm escalated situations with all levels of personnel.
• Experience with change management, continuous improvement initiatives, ITIL, LEAN and/or project management.
• Experience working in a Health Care IT environment.
• Experience in project planning and implementation.
• Experience collecting team performance metrics.
• Experience supporting personal mobile computing devices (smartphones, tablets, etc.).

To be considered, applicants must upload a resume(under submission relevant materials) that clearly addresses how they meet the listed required and desired qualifications of this position. A cover letter is desired as part of the application process. Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.

This position is not eligible for University sponsorship for employment authorization.

For additional questions contact William Dawson William-dawson@uiowa.edu

Additional Information

• Classification Title: Senior IT Support Consultant
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: On Campus

Compensation

• Pay Level: 5A
• Starting Salary Minimum: 56,304.00

Contact Information

• Organization: Healthcare
• Contact Name: William Dawson
• Contact Email: William-dawson@uiowa.edu

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