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ITS Help Desk Support Analyst - University of Iowa

University of Iowa

Education
Benefits
Qualifications
Special Commitments

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. The person in this position is responsible for the support of IT services and computer systems in a Windows and Apple environment and will clearly explain technical concepts to non-technical customers via telephone, email, and online 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 IT solutions to meet their needs.

Our department values work life balance and strives to provide flexible work options where possible. This position is eligible for a hybrid work arrangement and will require a work arrangement form to be completed upon the start of employment. Work arrangement options will be discussed during the hiring process. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

This level of position is not eligible for university sponsorship for employment authorization.

For a full job description, please send an e-mail to Melanie Bell at melanie-bell@uiowa.edu.

About IT Services:

Our mission is to create a welcoming and supportive workplace where everyone feels empowered to be their authentic selves and share ideas. We are committed to cultivating a welcoming and respectful workforce culture where people of all backgrounds and perspectives are empowered to make a positive impact. We embrace this commitment as mission-critical in everything we do, and embed it in hiring, incentive, retention, and career-development practices and initiatives.

Education Requirement:

A Bachelor’s degree 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, Apple MacOS, Microsoft Office 365, mobile technologies, email technologies and applications.
  • 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 technical peers) (working proficiency).

Desired Qualifications:

  • General knowledge of the services and technologies provided by ITS and the campus IT organization.
  • Experience with ITSM systems, such as Cherwell, ServiceNow or other similar systems.
  • Technical knowledge of Microsoft Active Directory.
  • Technical knowledge of security-related issues such as phishing, spoofing and advanced threat protection solutions.
  • Advanced knowledge of networking concepts and wireless networking technologies.
  • Experience with multi factor authentication.

Position and Application details:

In order to be considered, applicants must upload the following documents and mark them as a “Relevant File” to the submission:

  • Resume
  • Cover Letter 

Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended. 

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process.

For additional questions, please contact Melanie Bell at melanie-bell@uiowa.edu.

There is an expectation that the person in this position will maintain effective, civil, and respectful working relationships with the University of Iowa campus community and uphold a high standard of cultural competency and respect for difference that represents our commitment to a welcoming and respectful workforce culture.

Additional Information

  • Classification Title: IT Support Analyst
  • Appointment Type: Professional and Scientific
  • Schedule: Full-time
  • Work Modality Options: On Campus, Hybrid within Iowa

Compensation

  • Pay Level: 3A

Contact Information

  • Organization: Information Technology Services
  • Contact Name: Melanie Bell
  • Contact Email: melanie-bell@uiowa.edu
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Confirmed 24 minutes ago. Posted 13 days ago.

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