IT Support Consultant - Offsite

Position Summary:

Iowa Health Care Department of Health Care Information Systems is seeking an IT Support Consultant. 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: https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure

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 https://hr.uiowa.edu/benefits

Percent of Time:  100%

Location:  Coralville, IA

Staff Type: Professional & Scientific

Type of Position: Regular