IT Support Analyst OR IT Support Consultant – Extended Technical Support

Overview

Information Technology Services intends to hire either an IT Support Analyst (PIC1) or an IT Support Consultant (PIC2) based on the qualifications of the successful candidate. Do you have a strong interest in providing exceptional technical support to end users? Do you thrive in an active technical environment where no two days are the same? If so Extended Technical Support at the University of Iowa may be the place for you!

Extended Technical Support, part of IT Services at the University of Iowa, is home to both IT Support Analyst and IT Support Consultants who provide direct support, consultation, guidance, and training to users and identify technical solutions. These roles are responsible for the basic design, installation, setup, and maintenance of security patches, operational integrity, and support of stand-alone and networked computer systems in both Windows PC and Macintosh environments.

• Collaborating with colleagues to design, install, and configure hardware and software solutions.
• Applying security patches and maintaining operational integrity of systems.
• Providing basic training to end users on supported systems.
• Administering public resources areas, ensuring a seamless experience for all.
• Explaining technical concepts to non-technical customers in a clear and friendly manner.
• Maintaining accurate software and hardware inventory records.
• Being a go-to resource for resolving IT-related issues promptly and effectively.

These are onsite positions. These positions are not eligible for University sponsorship for employment authorization. There is an expectation that the individual in this position will maintain effective, civil, and respectful working relationships with the University of Iowa campus community and uphold the University’s commitment to create a welcoming and respectful environment for all.

Required Qualifications:

• Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in technical support may also serve to meet these minimum requirements.
• Professional support experience (typically 6 months – 1 year) using varied technology concepts relating to electronic file storage, desktop management, networked print services or other applicable technologies.
• Experience supporting Windows personal computers and laptops.
• Experience supporting personal mobile computing devices (smartphones, tablets, etc.).
• Demonstrated ability to identify and troubleshoot computer systems and network performance for operational problems and make recommendations for corrective actions.
• Demonstrated excellent written and oral communication skills.
• Excellent interpersonal, customer service and teamwork skills (including with technical peers).
• Ablity to routinely move and transport computer equipment up to 50 pounds.

Desirable

Qualifications:

• Valid US driver’s license and ability to meet UI fleet safety requirements.
• Experience supporting Apple computers and laptops.
• Knowledge of and experience with Active Directory Users and Computers and Group Policy Management Console.
• Experience managing workstations using Microsoft Endpoint Configuration Manager (MECM) or other desktop management tools and strategies.
• General knowledge of the services and technologies provided by ITS and the campus IT organization and environment.

Required Qualifications:

• Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in technical support may also serve to meet these minimum requirements.
• Professional support experience (typically 1-3 years) using varied technology concepts relating to electronic file storage, desktop management, networked print services or other applicable technologies.
• Experience supporting Windows personal computers and laptops.
• Experience supporting personal mobile computing devices (smartphones, tablets, etc.).
• Demonstrated ability to identify and troubleshoot computer systems and network performance for operational problems and make recommendations for corrective actions.
• Demonstrated excellent written and oral communication skills.
• Excellent…