IT Support Analyst

University of Iowa - Iowa City, IA

Full-time - Entry Level

Iowa City, IA

Educational Services

About the position

The Extended Technical Support IT Analyst at the University of Iowa is responsible for providing exceptional technical support to end users in a dynamic environment. This role involves direct support, consultation, guidance, and training to users, as well as the design, installation, setup, and maintenance of security patches and operational integrity of computer systems in both PC and Macintosh environments.

Responsibilities

• Collaborating with colleagues to design, install, and configure hardware and software solutions.
• Applying security patches and maintaining operational integrity of systems.
• Providing basic training to end users on supported systems.
• Administering public resource areas, ensuring a seamless experience for all.
• Explaining technical concepts to non-technical customers in a clear and friendly manner.
• Maintaining accurate software and hardware inventory records.
• Being a go-to resource for resolving IT-related issues promptly and effectively.

Requirements

• Bachelor's degree in an appropriate discipline or equivalent combination of education and related experience in technical support.
• Professional support experience (typically 6 months or more) using varied technology concepts relating to electronic file storage, desktop management, networked print services, or other applicable technologies.
• Experience supporting Windows personal computers and laptops.
• Experience supporting printers, multi-function devices, etc.
• Experience supporting personal mobile computing devices (smartphones, tablets, etc.).
• Demonstrated ability to identify and troubleshoot computer systems and network performance for operational problems and make recommendations for corrective actions.
• Demonstrated excellent written and oral communication skills.
• Excellent interpersonal, customer service, and teamwork skills (including with technical peers).
• Ability to routinely move and transport computer equipment up to 50 pounds.

Nice-to-haves

• Valid driver's license and ability to meet the University of Iowa's Driving Policy requirements.
• Experience supporting Apple computers and laptops.
• Knowledge of and experience with Active Directory Users and Computers and Group Policy Management Console.
• Experience managing workstations using Microsoft Endpoint Configuration Manager (MECM) or other desktop management tools and strategies.
• General knowledge of the services and technologies provided by ITS and the campus IT organization and environment.