Temporary IT Support Analyst - Help Desk

Position Summary

This position is a full-time temporary position with a duration lasting no longer than 12 months at 40 hours/week. The IT Support Analyst position acts as the front-line customer contact point for Health Care Information Systems in a structured, high call volume Help Desk setting. The position provides basic technical support of hardware and software incidents and requests to UI Health Care faculty and staff. The position requires a professional demeanor, close attention to detail, and the ability to tolerate high intensity working conditions. The ability to make quick decisions based on professional judgment and written procedures is essential. Work schedule will be Monday through Friday, 8:00am - 5:00pm.

Responsibilities

• Routes all requests for advanced or on-site computer, telephony, application and network support to the appropriate support or development staff.
• Install licensed software through SCCM automated advertisements.
• Install licensed software from network locations and occasionally from the internet.
• Install drivers for basic peripherals.
• Performs basic troubleshooting 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.
• Comply with HIPAA and IT Security regulations.
• Routes all requests for advanced or on-site computer, application and network support to the appropriate support or development staff.
• Creates and updates network or application accounts as requested.
• Assists faculty, staff and students with general computer problems and questions via telephone and email.
• 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 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.
• 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.

Required Qualifications:

• Bachelor's degree in Computer Science, MIS, or IT-related field or equivalent combination of education and experience.
• 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 10/11 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

Desired Qualifications:

• Experience installing and troubleshooting local and network printers.
• Experience troubleshooting problems with iOS and Android devices.
• Experience using applications running in a Citrix environment.
• Working knowledge of basic clinical application support.
• Working knowledge of LAN/WAN networking
• Working knowledge of computer hardware and peripherals.
• Experience troubleshooting problems with Mac OS X

Compensation

• Pay Range: $20.00 - $24.00/hour, dependent on education and experience

Contact

Lilian Kimani

319-356-001

lilian-kimani@uiowa.edu