Technical Support Specialist

2 weeks ago

Iowa City, Iowa, United States The University Of Iowa Full time

Are you passionate about delivering outstanding technical assistance to users? If you excel in a dynamic technical setting where each day presents new challenges, then a role in Extended Technical Support at the University of Iowa could be an excellent fit for you.

Position Overview:
Information Technology Services (ITS) at the University of Iowa is on the lookout for an Extended Technical Support Analyst. This position involves providing direct assistance, consultation, and training to users while identifying effective technical solutions. The analyst will be responsible for the fundamental design, installation, configuration, and upkeep of security updates, ensuring operational integrity, and supporting both standalone and networked computer systems across PC and Macintosh platforms.

Key Responsibilities:

  • Collaborate with team members to design, install, and configure hardware and software solutions.
  • Implement security updates and maintain the operational integrity of systems.
  • Provide foundational training to end users on supported systems.
  • Oversee public resource areas, ensuring a seamless experience for all users.
  • Communicate technical concepts to non-technical users in a clear and approachable manner.
  • Maintain accurate records of software and hardware inventories.
  • Act as a primary resource for promptly and effectively resolving IT-related issues.

This role necessitates significant interaction with University personnel and requires the ability to convey knowledge about information technology services, policies, and procedures through exceptional interpersonal skills. The goal is to connect users with the appropriate solutions to meet their needs.

About IT Services:
Our mission is to foster a welcoming and supportive workplace where everyone feels empowered to express their authentic selves and share ideas. We are dedicated to cultivating a respectful workforce culture that values diverse backgrounds and perspectives, enabling individuals to make a positive impact. This commitment is integral to our operations and is reflected in our hiring, retention, and career development practices.

Required Qualifications:

  • Bachelor's degree in a relevant field, or an equivalent combination of education and experience in technical support.
  • Professional experience (typically 6 months or more) with various technology concepts related to electronic file storage, desktop management, and networked print services.
  • Experience in supporting Windows personal computers and laptops.
  • Experience in supporting printers and multifunction devices.
  • Experience in supporting personal mobile devices (smartphones, tablets, etc.).
  • Proven ability to identify and troubleshoot computer systems and network performance issues, providing recommendations for corrective actions.
  • Excellent written and verbal communication skills.
  • Strong interpersonal, customer service, and teamwork skills.
  • Ability to routinely move and transport computer equipment weighing up to 50 pounds.

Desirable Qualifications:

  • Experience in supporting Apple computers and laptops.
  • Familiarity with Active Directory Users and Computers and Group Policy Management Console.
  • Experience managing workstations using Microsoft Endpoint Configuration Manager (MECM) or similar desktop management tools.
  • General knowledge of the services and technologies provided by ITS and the campus IT environment.

Application Process:
To be considered for an interview, applicants must submit the following documents:

  • Resume
  • Cover Letter
Job openings are posted for a minimum duration and may be filled at any time after the initial posting period has concluded. Successful candidates will be required to disclose any conviction history and will undergo a criminal background check and credential verification. Professional references will be requested later in the recruitment process.

It is expected that individuals in this position will maintain effective, civil, and respectful working relationships with the University of Iowa community, upholding a high standard of cultural competency and respect for diversity, reflecting our commitment to a welcoming and respectful work environment.

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