ITS Help Desk Support Analyst

IT Support Analyst (PIC1)

The IT Support Analyst (PIC1) functions under the direction of the Information Technology Services (ITS) Help Desk workgroup lead and provides frontline technical support and consultation for the University of Iowa community, including faculty, staff, and students. This position serves as an initial point of contact for IT assistance and plays a key role in delivering consistent, customer-focused support for University IT services.

Key Job Duties (not all inclusive):

• Diagnosing, troubleshooting, and resolving common issues related to endpoint computing, software, accounts, and IT services in Windows and Apple environments.
• Documenting and managing support requests through the IT service management (ITSM) system, applying established procedures and knowledge resources.
• Escalating more complex or specialized issues to appropriate Tier 2 or Tier 3 support teams.

The position requires the ability to clearly explain technical concepts to non-technical customers via phone, email, and online chat, and to guide customers toward appropriate ITS services, tools, and self-service resources. Daily interaction with members of the campus community requires working knowledge of ITS services, policies, and procedures; strong problem-solving skills; attention to detail; and excellent interpersonal and communication abilities. Some 24x7 on-call or after-hours support may be required. The individual in this role is expected to maintain effective, civil, and respectful working relationships and to uphold the University of Iowa's commitment to creating welcoming and respectful environments for all.

This position is not eligible for University sponsorship for employment authorization. ITS values work life balance and strives to provide flexible work options where possible. This position is eligible for onsite or hybrid work arrangements, and will require a work arrangement form to be completed upon the start of employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

Required Qualifications:

• Bachelor's degree in an appropriate discipline or an equivalent combination of education and related experience in technical support.
• Professional technical support experience (typically 6 months or more) using relevant technology concepts and providing front-line IT support.
• Demonstrated technical knowledge of Microsoft Windows, Apple macOS, Microsoft Office 365, mobile technologies, and email applications.
• Demonstrated ability to provide excellent customer service to a wide array of customers.
• Excellent troubleshooting skills, including the ability to identify and isolate root causes.
• Demonstrated excellent written and oral communication skills (working proficiency).
• Excellent interpersonal and teamwork skills, including the ability to work effectively with technical peers.

Desirable Qualifications:

• General knowledge of the services and technologies provided by ITS and the broader campus IT organization.
• Experience using an IT service management (ITSM) system to document and manage incidents and service requests.
• Experience working in a customer-facing, high-volume technical support environment (e.g., service desk or help desk).
• Experience supporting end-user account access, authentication, or login-related issues, including multi-factor authentication.
• Foundational understanding of directory or identity-management concepts related to accounts and access.
• Technical knowledge of security-related issues such as phishing, spoofing, and account protection.
• Advanced knowledge of networking concepts and wireless networking technologies.

Application Details:

• In order to be considered, applicants must upload the following materials and mark them as "Relevant File" to the submission:
• Resume
• Cover letter
• Job openings are posted for a minimum of 7 calendar days and may be removed from posting and filled any time after the original posting period has ended. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process.
• For questions or additional information, please contact melanie-bell@uiowa.edu.