Senior IT Support Consultant - Customer Facilitator

Position Summary:
Iowa Health Care department of Health Care Information Systems is seeking a Senior IT Support Consultant. This role will perform expert technical troubleshooting for software applications and will also perform complex software installations in a managed workstation environment. This role will also support deployment/troubleshooting of managed applications on both personal and institutional mobile devices in a walk-in service desk environment.
As a member of the Customer Facilitator team, this role will act as a liaison between HCIS divisions and customers, coordinating small projects as necessary and matching customer needs to UIHC-supported solutions. Additional duties for this role include creating written procedures for troubleshooting and software installation, as well as how-to documents for common tasks. Additional duties including creating how-to documentation for common tasks and coordinating small projects such as software migrations. May lead small projects, as necessary.
Position Responsibilities:

• nstall complex software using established procedures.
• Document procedures/practices for software installation and troubleshooting.
• Provide expert software troubleshooting for software applications in UIHC environment.
• Provide expert ability to identify and address trends with supervisor and appropriate teams.
• Manages systems used to collect hardware and software inventory, deployment of software on demand, and manage software configurations on client computers.
• Follow workflow procedures and track work using department-wide tool.
• Investigates and resolves complex widespread computer problems that affect users across multiple areas.
• Resolves issues and improves solution processes working closely with Customer Service and Technicians.
• Provides expert technical assistance to desktop support team members in finding solutions to computer-related problems in departments and/or on individual machines.
• Assists in developing and maintaining standards in the delivery of network-based computer resources.
• Regularly examine procedures and workflows and recommend modifications to use available technology most effectively.
• Collaborates with campus IT professionals to achieve short and long-range IT goals of the organization.
• Provides occasional complex training as needed for UIHC systems such as Skype for Business, eFaxing, Microsoft One Drive, Teams, and ShareFile. May give presentations to departments about HCIS services.
• Creates, develops, maintains, and distributes documentation on solutions to common problems. Creates how-to documentation for common tasks. Creates exhaustive documentation for complex processes/applications.
• Maintains accurate and complete records of services performed and systems developed.
• Assists in the development of long-range strategies for information technology needs of the organization.
• Coordinates large-scale software/storage upgrades and moves. Coordinate projects, as necessary.
• Acts as a technical mentor for unit staff.
• May participate with management in interviewing and evaluating candidates when vacancies in unit occur.
• Facilitate communication between divisions, departments, and customers.

Pay Grade:
Salary: $54,522 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
Percent of Time: 100%
Location: 200 Hawkins Drive, Iowa City, IA 52242
Staff Type: Professional & Scientific
Type of Position: Regular
Education Required
A Bachelor's degree in related field or an equivalent combination of education and related experience.
Required Qualifications

• Professional experience (typically 3-5 years) providing technical support and troubleshooting for workstations running Windows 10/11 and Microsoft Office 365 application suite.
• Strong 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.

Desired Qualifications

• Experience working in a health care IT environment.
• Experience supporting workstations running macOS.
• Experience in project planning and implementation.
• Experience supporting offsite customers using remote assistance tools, with ability to effectively troubleshoot technical issues remotely.
• 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 Blake Sanor