IT Support Consultant - Deployment Technician

University of Iowa • Iowa City, IA

1d • Onsite

About The Position

Provide configuration, installation, and support of desktop and printer hardware, software, and peripheral equipment in an enterprise IT environment. Perform work in clinical, critical care, research, and departmental environments, while interacting with all levels of personnel, patients, and visitors. Work closely with peer teams promoting collaboration and consistent service delivery. Embrace standardization, the adoption of best practices, documentation, customer service excellence, and the continual improvement approach to IT. Exercise all workflows while maintaining state and institutional policies and contributing to the support of organizational objectives.

Requirements

• Bachelor’s degree in a related field or an equivalent combination of education and related experience.
• 1-3 years supporting workstations running Windows 10/11 and Microsoft 365
• Professional experience working with desktop hardware and software in a centrally managed workstation environment.
• Demonstrated understanding of wired and wireless networking and security concepts.
• Excellent oral and written communication skills to communicate effectively with a varied population of technical and non-technical individuals.
• Demonstrated ability to work in a team-based setting where consultation, flexibility, collaboration, and cooperation are essential.
• Ability to move and install IT equipment.

Nice To Haves

• Extensive interpersonal skills with the ability to disarm escalated situations with all levels of personnel.
• Experience with ITSM techniques, ITIL frameworks and /or LEAN principles.
• Experience with technical process documentation intended for both IT professionals and non-technical customers.
• Experience working in a fast-paced environment that requires excellent time management skills and flexibility to balance workload.
• Experience supporting Mac OS.
• Experience Supporting a wide array of connected peripheral equipment and printers in an enterprise environment.
• Experience working in a health care or health industry environment.

Responsibilities

• Analyzes IT system needs in clinical, critical care, research and departmental spaces and determines appropriate solution to satisfy needs.
• Plans, installs, and documents complex IT system configurations.
• Develops the understanding of institutional knowledge to reflect customer needs within solution planning and implementation.
• Installs, configures, and maintains hardware and software solutions to continually improve operational performance.
• Assists with the implementation of approved projects, providing project support and services.
• Performs advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security and policy compliance impacting customers across multiple geographical locations.
• Defines, documents, shares, and continually improves solutions and workflows.
• Evaluates new desktop hardware and software for possible inclusion in set of supported products.
• Provides one-on-one guidance and consultation to users.
• Communicates the value of adhering to standards for hardware, software, and other IT services to customers and peers.
• Participates in opportunities to improve workflows, processes, and standards, to promote greater value for our customers.
• Provides both verbal and documented training to customers and peer technicians.
• Creates and continually improves implementation and operational support documentation for provided services, used to train customers and peer technicians.
• Defines, documents, and implements procedures for complex software/hardware installation and configuration processes.
• Maintains accurate inventory management records.
• Accurately documents all performed work within a service management tracking system.
• Develops customer self-help guides for commonly encountered service interruptions.
• Participates with management regarding the support of current and future state operations, which may include interviewing and evaluating candidates when vacancies in unit staff occur as required.
• Leads small projects and/or one or more phases of larger projects, as required.
• Provides functional oversight for temporary or consultant staff on projects.
• Travels to customer sites as needed to configure, install, and support client hardware, software, and peripheral equipment.

Benefits

• The University of Iowa offers a generous benefits package, including 24 days of 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.

What This Job Offers

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