IT SUPPORT ANALYST

Percent Time:
100%

Type of Position
Regular: A position which is considered essential for the effective long-term operation of the university. Persons appointed to this position will receive the privileges and benefits associated with regular employment status.

Duties:

Information Technology Services (ITS) a service organization that provides technology support for The University of Iowa campus, is accepting applications for an ITS Help Desk Support Analyst to provide technical support to students, faculty and staff. The employee will function under the direction of the ITS Help Desk workgroup lead. This position is responsible for the support of stand-alone and networked computer systems in a PC and/or Apple environment. This position will explain technical concepts to non-technical customers via telephone, email, and online chat. Daily interaction with University faculty, staff and students will require knowledge of ITS services, policies and procedures, excellent interpersonal skills and the ability to connect customers with the right solutions to fully meet their IT needs.

This Professional & Scientific full-time position will be filled as an IT Support Analyst (PIC1) in the Enterprise Services Department within ITS.

Annual Salary Range: IT Support Analyst (PIC1): $40K– to commensurate

Note to Applicant: The qualifications for this job posting are described as competencies or behaviors needed to be able to perform the job duties of the position at a defined proficiency level/standard. The proficiency level required for this position is basic unless otherwise specified. For a complete definition of the proficiency levels click on the proficiency levels link above.

Please note regarding references : Five professional references will be requested and required at a later step in the recruitment process.

KEY AREAS OF RESPONSIBILITIES AND DUTIES

• Providing front line technical support through phone, email, and online chat to students, faculty and staff at The University of Iowa, using the Help Desk call tracking system to effectively track customer requests and problems.
• Maintain and facilitate the use of the ITS support pages (create, update and review content, work to improve the system and promote its use).
• Stay current on all relevant operating systems, applications, technologies and ITS services.
• Participate in ongoing projects such as testing and providing feedback for new services, improvement of processes, procedures and rollout of new technologies within the Help Desk.
• Rotating monthly 24×7 on-call support is required.
• Demonstrate commitment to achieving diversity in the workforce.

Education Required:

A 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.

Experience Required:

• Professional support experience (typically 6 months – 1 year) using relevant technology concepts and providing front line technical support
• Demonstrated strong technical knowledge of Microsoft Windows, Microsoft Office 365, mobile technologies, email technologies and applications as well as various Internet technologies
• Demonstrated ability to provide excellent customer service to diverse customer populations
• Excellent troubleshooting skills and the ability to identify root causes
• Demonstrated excellent written and oral communication skills (Working proficiency)
• Excellent interpersonal and teamwork skills, including with technical peers (Working proficiency)

ADDITIONAL INFORMATION

• The selection process will include a criminal background and credential check on final candidates.

Desirable Qualifications:

• Experience supporting Apple OS X computers and laptops
• General knowledge of services and technologies provided by ITS and the campus IT organization
• Experience with call tracking systems, such as Remedy, Service Manager, ServiceNow or other related systems
• Experience with knowledge management systems, such as Nova, RightAnswers, Zendesk or other related systems
• Technical knowledge of Microsoft Active Directory
• Technical knowledge of virus and malware-related issues and experience with antivirus and anti-malware products
• High level knowledge of networking concepts and wireless networking technologies

Online Application Options

Application Type:
This job requires basic applicant information, plus a resume. Your resume should not be sent to the contact below. The resume will be attached during the Online Application Process.

Cover Letter:
A plain text cover letter is required.