Job Description

Iowa Health Care Department of Health Care Information Systems is seeking a Senior IT Support Consultant to collaborate closely with senior leadership and peer teams to promote collaboration and consistent service delivery. Embrace the adoption of best practices, centralized IT management, standardization, documentation, customer service excellence and the continual improvement approach to IT. Exercise all workflows while maintaining state and institutional policies and alignment with organizational objectives. Plan, coordinate and lead projects in addition to team daily operations through analysis, integration, installation, and troubleshooting of wired and wireless computing devices. Lead and perform work in clinical, critical care, research and departmental environments, interacting with all levels of personnel, patients and visitors. Provides functional and administrative leadership for IT support staff as applicable, who perform advanced configuration and installation of IT hardware and software in an enterprise IT environment.

• Analyze IT system needs in clinical, critical care, research and departmental environments.
• Determine appropriate IT solutions to satisfy needs.
• Plan, install and document advanced IT system configurations.
• Develop the understanding of institutional knowledge to reflect customer needs within solution planning and implementation.
• Perform advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security and policy compliance affecting users across multiple geographical locations.
• Collaborate, define, document, share and continually improve solutions and processes with peer technicians.
• Provides advanced technical assistance to leadership, peers, team members, faculty and staff regarding available IT resources and customer needs.
• Assists in defining, developing and improving IT service delivery standards throughout the enterprise.
• Communicates the value of adhering to established best practices regarding hardware, software, peripherals and supported IT services to all levels of personnel.
• Collaborates and participates in opportunities to improve workflows, processes and established best practices.
• Defines, documents, demonstrates and present training content to customers and peer teams regarding provided IT services.
• Trains and guides team members and peer teams as applicable, regarding new and revised technologies, tools, skill development and procedures.
• Defines, documents and implements procedures for onboarding of team members
• Defines, documents and implements procedures for complex software/hardware installation and related configuration processes.
• Maintains accurate inventory management records.
• Accurately accounts for all performed work within centralized service management tracking system.
• Develops customer self-help guides for commonly encountered service interruptions.
• Defines and manages all phases of small projects end to end and or one or more phases of larger projects.
• Manages resources required to support all daily operations for the team in addition to phases of projects that aid the support of peer IT teams.
• Provide functional leadership for IT support staff as applicable.
• Serves as escalation point for technical issues, circumstances and/or individuals requiring special care.
• Participates with senior leadership in the support of recruitment activities.
• Facilitates collaboration between team members, teams, divisions, departments and customers.
• Monitors, manages resources, guides the development of team members, projects and daily work as applicable.
• Monitors, evaluates, and carries out guidance activities as applicable, to continually improve service delivery and quality control of assigned work.
• 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.

Pay Grade:

Salary: $56,304 to commensurate - 5A

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: 200 Hawkins Drive, Iowa City, IA 52242

Staff Type: Professional & Scientific

Type of Position: Regular

Education Required

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

Required Qualifications

• Experience typically 3-5 years supporting workstations running Windows 10/11 and Microsoft 365.
• Extensive Experience working with desktop hardware and software in an enterprise IT environment.
• Experience working with and troubleshooting networking/security processes in an enterprise environment.
• 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 move and install IT equipment.

Desired Qualifications

• Advanced 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 triaging risks associated with non-standardized hardware and software configurations.
• Demonstrated ability to guide and align talent with assigned work.
• Experience supporting Mac OS and/or Linux.
• Experience working in a health care or health industry environment.

To be considered, applicants must upload a resume (under submission relevant materials) that clearly addresses how they meet the listed required and desired qualifications of this position. A cover letter is desired as part of the application process. Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum 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.

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

For additional questions contact Brad Therriault, bradley-therriault@uiowa.edu .

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.

About University of Iowa

With over 31,000 students, the University of Iowa is one of the nation's top public research universities, a member of the Big Ten conference and the Association of American Universities. The University of Iowa is composed of eleven colleges and is known around the world for its balanced commitment to the arts, sciences, and humanities. It is home to one of the nation's largest academic medical centers and the pioneering Iowa Writers' Workshop. The University of Iowa promotes work/life integration and is located in the casual yet cosmopolitan environment of Iowa City, widely recognized as one of the country's most livable communities.

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