Job Description

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

Position Responsibilities:

• Independently analyzes IT system needs in clinical, critical care, research and departmental spaces and determines appropriate solutions 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.



• Deploys and supports hardware and software solutions to continually improve operational performance.



• Performs advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security and policy compliance affecting 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.



• Participates in opportunities to improve workflows, processes, and standards, to promote greater value for our customers.



• Provide basic 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.



• 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.



• May provide training to groups of constituents and develop course/training content.



• Define, document, and implement procedures for complex software/hardware installation and configuration processes.



• Maintain accurate inventory management records



• Accurately document all performed work within IT Service Management system.



• Develop customer self-help guides for commonly encountered service interruptions.



• Assist with the implementation of approved projects, providing project support and services.



• Configure, deploy, and troubleshoot wired and wireless computing devices.



• 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.



• May provide functional and/or administrative supervision.



• Leads small projects and/or one or more phases of larger projects, as required.



• Travel to customer sites as needed to configure, install, and support client hardware, software and peripheral equipment.



• Participate in 24x7 on-call support rotation, as required, to resolve routine and/or complex problems as they arise.

Health Care Information Systems (HCIS) provides and supports information and communication systems and technology that facilitate quality patient care, progressive medical education, and innovative research.

HCIS services Iowa Health Care by providing comprehensive, high-level support for patient care delivery, internal and external communication, technology innovation, medical education, and research. Creating and maintaining a positive, productive, and rewarding environment for information technology and communication staff.

Pay Grade:

Salary: $49,511 to commensurate – 4A

University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at

Percent of Time: 100%

Location: 3281 Ridgeway Dr, Coralville, IA

Staff Type: Professional & Scientific

Type of Position: Regular

Education Required

• Bachelor’s degree in Computer Science, MIS, IT-related field or an equivalent combination of education and related experience.

Experience Requirements

• Experience, typically 1-3 years, supporting workstations running Windows 10/11 and Microsoft365



• 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 drive to remote facilities to deliver, move, install and troubleshoot IT equipment.



• A valid driver’s license and ability to meet and maintain UI Fleet Safety Standards.

Desired Qualifications

• Extensive interpersonal skills with the ability to disarm escalated situations with all levels of personnel.



• Applied experience with ITIL, Lean and/or Project Management best practices.



• 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 wide array of various peripheral devices.



• Experience supporting MacOS



• Experience working in a health care or health industry environment.

This position is not eligible for University sponsorship for employment authorization.

For additional questions contact Trent Lawson

The University of Iowa is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, gender identity, or associational preferences.

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