ITS Extended Technical Support Analyst

Information Technology (IT) Support Analyst
The University of Iowa

The Information Technology Services (ITS) organization, a campus-wide provider of technology services for academic, research, and service missions, is seeking an Information Technology (IT) Support Analyst. This position provides technical consulting and support for a variety of University departments that ITS supports and provides backup to other technical support groups as needed.

This position is responsible for the basic design, installation, setup, maintenance, applying of security patches, operational integrity and support of stand-alone and networked computer systems, including installation and maintenance of software. Considerable interaction with University staff will require knowledge of ITS services, policies and procedures, excellent interpersonal skills, and the ability to connect customers with the right solutions in order to fully meet their IT needs.

This permanent fulltime position will be filled as an IT Support Analyst (PIC1).

KEY AREAS OF RESPONSIBILITIES AND DUTIES

Assist end users with configuring, installing and maintaining stand-alone and networked multi-user computer operating systems based on existing guidelines
Provide set up assistance and support for mobile and remote computing including personal mobile devices (smartphones, tablets, etc.)
Identify and troubleshoot hardware and software issues for Windows and Apple personal computers and laptops
Identify and troubleshoot issues on personal mobile devices (smartphones, tablets, etc.) connecting to University of Iowa services, such as email, wireless networking, etc.
Research innovative ways to use information technology to improve office workflow and communication and make basic recommendations based on that research
Provide basic one-on-one training on hardware and software applications
Document user support activities (incidents and requests)
Create and update existing support process documentation
EDUCATION REQUIREMENT
A Bachelors 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.

REQUIRED QUALIFICATIONS
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 printers, multi-function devices, etc.
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)
Must have a valid U.S. driving license and be able to meet the University of Iowas Fleet Safety requirements (see: http://www.uiowa.edu/~our/opmanual/v/19.htm#195)

DESIRABLE QUALIFICATIONS
Experience supporting Apple personal computers and laptops
Knowledge of and experience with Active Directory Users and Computers and Group Policy Management Console
Experience managing workstations using SCCM or other desktop management tools and strategies
General knowledge of the services and technologies provided by ITS and the campus IT organization and environment
ADDITIONAL INFORMATION
The selection process will include a credential and criminal background check on final candidates.
Applications must be submitted using the on-line application. To apply please visit: https://jobs.uiowa.edu/ and reference the position by classification IT Support Analyst (PIC1) or Requisition #60441.