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

University of Iowa • Iowa City, IA

385d • $43,500 - $43,500 • Remote

About The Position

The IT Support Analyst position at Health Care Information Systems serves as the primary customer contact for IT support, providing assistance to users in a high call volume environment. This role involves troubleshooting and resolving issues related to computers, applications, and networks, while maintaining a professional demeanor and attention to detail. The position requires working a 10-hour shift from 6:00 PM to 5:00 AM, Sunday through Wednesday, and emphasizes teamwork and effective communication.

Requirements

• Bachelor's degree in Computer Science, MIS, or IT-related field or equivalent experience.
• 6 months to 1 year of experience in a high-volume Help Desk or Customer Service environment.
• Experience troubleshooting Windows 10/11 and Microsoft Office 365 Suite.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to learn new software quickly.
• Proven ability to work independently with a focus on customer service.

Nice To Haves

• Experience installing and troubleshooting local and network printers.
• Experience troubleshooting iOS and Android devices.
• Experience using applications 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 MacOS problems.

Responsibilities

• Route requests for advanced or on-site support to appropriate staff.
• Install licensed software through SCCM and from network locations.
• Install drivers for basic peripherals.
• Perform basic troubleshooting and resolve problems at Help Desk levels.
• Evaluate urgency and severity of requests and triage accordingly.
• Assist users with general computer problems via various communication methods.
• Provide remote support using shadowing and service tools.
• Guide end users through application instructions.
• Suggest best practices for email management and security.
• Train end users on placing IT service requests.
• Document requests and responses with strong attention to detail.
• Prepare documentation for new and existing HCIS projects.
• Promote learning, collaboration, and creativity within the team.
• Assist with asset management activities as requested.
• Support special projects and assignments as needed.

Benefits

• 24 days paid vacation per year to start.
• Paid sick leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: Bachelor's degree