IT Support Analyst Help Desk
Share
Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The IT Support Analyst position acts as the front-line customer contact point for Health Care Information Systems. The position provides basic customer service and support for UI Health Care computer users and machines in a high call volume center. Duties include assisting customers by phone with computer phone application and network support issues and creating a work order for each phone call handled. Work will be performed in a structured Help Desk setting. The position requires a professional demeanor close attention to detail strong team building skills and the ability to tolerate high intensity working conditions. The ability to make quick decisions based on professional judgment and written procedures is essential.
This position is eligible for remote work within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy work arrangements will be reviewed annually and must comply with the remote work program and related policies and employee travel policy when working at a remote location.
Position Responsibilities:
Routes all requests for advanced or on-site computer telephony application and network support to the appropriate support or development staff.
Install software through SCCM automated advertisements network locations and occasionally from the internet
Performs basic trouble-shooting and resolves problems at established Help Desk levels.
Evaluates the urgency and severity of all requests and triages them according to established procedures or professional judgment.
Assists faculty staff and students with general computer problems and questions via telephone voicemail email and online ticketing portal.
Use shadowing and service tools to provide remote support.
Guides end users through application how to instructions
Suggests best practices for email management and security practices
Trains end users how to place IT service requests
Exhibits strong attention to detail in the documentation of requests responses to customers and other written or verbal communication.
Assists in the preparation of detailed documentation for new and existing HCIS projects.
Participates actively in the team environment to promote learning collaboration and creativity.
Assists with asset management activities as requested.
Assists with special projects and assignments as requested
Routes all requests for advanced or on-site computer telephony application and network support to the appropriate support or development staff.
Install software through SCCM automated advertisements network locations and occasionally from the internet
Performs basic trouble-shooting and resolves problems at established Help Desk levels.
Evaluates the urgency and severity of all requests and triages them according to established procedures or professional judgment.
Assists faculty staff and students with general computer problems and questions via telephone voicemail email and online ticketing portal.
Use shadowing and service tools to provide remote support.
Guides end users through application how to instructions
Suggests best practices for email management and security practices
Trains end users how to place IT service requests
Exhibits strong attention to detail in the documentation of requests responses to customers and other written or verbal communication.
Assists in the preparation of detailed documentation for new and existing HCIS projects.
Participates actively in the team environment to promote learning collaboration and creativity.
Assists with asset management activities as requested.
Assists with special projects and assignments as requested
Assists with training and supervision of student or temporary employees.
Pay Grade: 3A of Time: 100%
Schedule: 40hours per week Monday through Friday 8 hour shifts starting between 7 AM and 9 AM
Location: Remote eligible within the State of Iowa
Benefits Highlights: Fringe benefit package including paid vacation; sick leave; health dental life and disability insurance options; and generous employer contributions into retirement Assistant available to qualified applicants. benefit package including paid vacation; sick leave; health dental life and disability insurance options; and generous employer contributions into retirement plans
For more information about Why Iowaclickhere
Education Requirements:
Bachelors degree in Computer Science MIS or IT-related field or equivalent combination of education and experience.
Experience Requirements:
6 months to 1 year of work experience in a high-volume Help Desk Call Center or other Customer Service environment.
Experience troubleshooting problems with Windows 11 and Microsoft Office 365 Suite.
Excellent verbal and written communication skills.
Strong problem-solving skills and the ability to quickly learn new software.
Proven ability to work independently with a strong focus on customer service.
Experience troubleshooting problems with iOS and Android devices
Experience installing and troubleshooting local and network printers
Desired Qualifications:
Experience using applications running in a Citrix environment
Experience troubleshooting and installing Citrix clients in Windows and macOS
Familiar with virtualization concepts
Working knowledge of basic clinical application support.
Working knowledge of LAN/WAN networking
Working knowledge of computer hardware and peripherals.
Experience troubleshooting problems with macOS
To be considered applicants must upload a resume (under submission of 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 7 calendar days. This job may be removed from posting and filled at 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 any additional questions please contact Tanner Downey at
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
The University of Iowa is a top-tier public research university in Iowa City—home to more than 32,000 students, offering world-class programs across 200+ fields of study, renowned especially for its creative writing, acclaimed medical center, and balanced excellence in the arts and sc ... View more
