ITS Help Desk Support Analyst - The University of Iowa - Iowa City, IA - EXPIRED
This is an archive of an expired job.
Job Information:
Company: The University of Iowa
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. This Professional & Scientific full-time position will be filled as an IT Support Analyst (PIC1) in the Enterprise Services Department within ITS.
The employee will function under the direction of the Information Technology Service (ITS) Help Desk workgroup lead, providing technical consulting and support for The University of Iowa community (faculty, staff, students). This position is responsible for the support of stand-alone and networked computer systems in a PC and/or Apple environment. This position will also be responsible for explaining technical concepts to non-technical customers via telephone, email, and 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 in order to fully meet their IT needs. Errors may result in loss of customer/user time and/or data, substantial impact on unit image and/or legal exposure from software licensing non-compliance.
Annual Salary Range: IT Support Analyst (PIC1): $38K– 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 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.
- Maintaining and facilitating the use of the ITS support pages (creating, updating and reviewing content, working to improve the system and promote its use).
- Staying current on all relevant operating systems, applications, technologies and ITS services.
- Participating in on-going projects such as the development of new services, improving processes and procedures and rolling out new technologies within the Help Desk.
- Some 24x7 on-call support is required.
- Demonstrated commitment to achieving diversity in the workforce.
EDUCATION REQUIREMENT
- 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.
REQUIRED QUALIFICATIONS
- 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, mobile technologies, e-mail 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).
DESIRED QUALFICIATIONS
- Experience supporting Apple OS X personal computers and laptops.
- General knowledge of the services and technologies provided by ITS and the campus IT organization and environment.
- Experience with call tracking systems, such as Remedy, Service Manager, or other related systems.
- Experience with knowledge management systems, such as Nova, RightAnswers, or other related systems.
- Technical knowledge of Microsoft Active Directory.
- Technical knowledge of virus and spyware-related issues and experience with antivirus and anti-spyware products
- High level knowledge of networking concepts and wireless networking technologies.
ADDITIONAL INFORMATION
- The selection process will include a criminal background and credential check on final candidates.
- To apply, please visit: https://jobs.uiowa.edu/ and reference the position by classification of IT Support Analyst or Requisition # 66928.
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, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, religion, associational preference, status as a qualified individual with a disability, or status as a protected veteran.
The University of Iowa offers a full array of benefits, or cafeteria-style programs that add considerable value to your total compensation. The flexibility allows you to select the option that best suits your personal needs.
- There are four "core" insurance benefits provided for all Faculty and Professional & Scientific staff as follows:
- Comprehensive Health Insurance plan
- Comprehensive Dental Insurance plan
- Group Term Life Insurance
- Disability Insurance
- Offers two retirement plans from which you may choose, both with generous University contributions as well as a Voluntary Retirement Savings Program.
- Provides Vacation, Sick Leave, Family Caregiving Leave, Catastrophic Leave and Holiday pay.
- Vacation accrues at 16 hours/month; the accrual rate includes 2 personal holidays.
- All regular employees receive 11 paid holidays: 9 scheduled holidays and 2 personal holidays that accrue and are taken as vacation.
- Offers a variety of wellness programs and membership incentives to our Campus Recreation and Wellness Center
- The option to deposit pre-tax money to use toward eligible health and dependent care spending accounts.
- More detailed information is available on the Benefits Office website. http://www.uiowa.edu/hr/benefits/
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