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Company

University of Iowa · 1 day ago

IT Support Analyst – Overnight Help Desk - 6 pm - 5 am

Iowa City, IA

Full-time

Remote

Entry Level

1+ years exp

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Higher Education

No H1B

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Responsibilities

Routes all requests for advanced or on-site computer, telephony, application and network support to the appropriate support or development staff.

Install licensed software through SCCM automated advertisements.

Install licensed software from network locations and occasionally from the internet.

Install drivers for basic peripherals.

Performs basic troubleshooting and resolves problems at established Help Desk levels.

Evaluates the urgency and severity of all requests and triages them according to established procedures or professional judgment.

Assists faculty, staff and students with general computer problems and questions via telephone, voicemail, email, and online ticketing portal.

Use shadowing and service tools to provide remote support.

Guides end users through application how to instructions.

Suggests best practices for email management and security practices.

Trains end users how to place IT service requests.

Exhibits strong attention to detail in the documentation of requests, responses to customers and other written or verbal communication.

Assists in the preparation of detailed documentation for new and existing HCIS projects.

Participates actively in the team environment to promote learning, collaboration, and creativity.

Assists with asset management activities as requested.

Assists with special projects and assignments as requested.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Windows 10/11 troubleshootingMicrosoft Office 365 SuiteHelp Desk experienceIOS troubleshootingAndroid troubleshootingCitrix environmentLAN/WAN networkingMacOS troubleshootingClinical application supportComputer hardwareTeam building skills

Required

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

6 months to 1 year of work experience in a high-volume Help Desk, Call Center, or other Customer Service environment.

Experience troubleshooting problems with Windows 10/11 and Microsoft Office 365 Suite.

Excellent verbal and written communication skills.

Strong problem-solving skills and the ability to quickly learn new software.

Proven ability to work independently with a strong focus on customer service.

Preferred

Experience installing and troubleshooting local and network printers.

Experience troubleshooting problems with iOS and Android devices.

Experience using applications running in a Citrix environment.

Working knowledge of basic clinical application support.

Working knowledge of LAN/WAN networking.

Working knowledge of computer hardware and peripherals.

Experience troubleshooting problems with MacOS.

Benefits

24 days paid vacation per year to start

Paid sick leave

Company

University of Iowa

Glassdoor

4.2

From the health sciences to the arts, our aim is to provide a diverse and technologically advanced community where all can work together to achieve excellence.

Founded in 1975

Iowa City, Iowa, USA

10001+ employees