IT Support Analyst OR IT Support Consultant – Extended Technical Support

Extended Technical Support – IT Support Analyst / IT Support Consultant

Information Technology Services intends to hire either an IT Support Analyst (PIC1) or an IT Support Consultant (PIC2) based on the qualifications of the successful candidate.

Do you have a strong interest in providing exceptional technical support to end users? This role offers a dynamic technical environment where no two days are the same. Extended Technical Support is part of IT Services at the University of Iowa and provides direct support, consultation, guidance, and training to users. Responsibilities include the design, installation, setup, and maintenance of security patches, operational integrity, and support of stand‑alone and networked computer systems in Windows PC and Macintosh environments.

• Collaborate with colleagues to design, install, and configure hardware and software solutions.
• Apply security patches and maintain operational integrity of systems.
• Provide basic training to end users on supported systems.
• Administer public resources areas, ensuring a seamless experience for all.
• Explain technical concepts to non‑technical customers in a clear and friendly manner.
• Maintain accurate hardware and software inventory records.
• Act as a go‑to resource for resolving IT‑related issues promptly and effectively.

The position is onsite. It is not eligible for University sponsorship for employment authorization.

The individual will maintain effective, civil, and respectful working relationships with the University of Iowa campus community and uphold the University’s commitment to create a welcoming and respectful environment for all.

• Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in technical support.
• Professional support experience (typically 6 months – 1 year) 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 provide corrective recommendations.
• 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.

• Valid US driver’s license and ability to meet UI fleet safety 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.
• General knowledge of the services and technologies provided by ITS and the campus IT organization and environment.

• Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in technical support.
• Professional support experience (typically 1‑3 years) 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 provide corrective recommendations.
• 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.