Job Description

Iowa Health Care Department of Health Care Information Systems is seeking a Senior IT Support Consultant to collaborate closely with senior leadership and peer teams to promote collaboration and consistent service delivery. Embrace the adoption of best practices, centralized IT management, standardization, documentation, customer service excellence and the continual improvement approach to IT. Exercise all workflows while maintaining state and institutional policies and alignment with organizational objectives. Plan, coordinate and lead projects in addition to team daily operations through analysis, integration, installation, and troubleshooting of wired and wireless computing devices. Lead and perform work in clinical, critical care, research and departmental environments, interacting with all levels of personnel, patients and visitors. Provides functional and administrative leadership for IT support staff as applicable, who perform advanced configuration and installation of IT hardware and software in an enterprise IT environment.

Position Responsibilities:

Analyze IT system needs in clinical, critical care, research and departmental environments.
Determine appropriate IT solutions to satisfy needs.
Plan, install and document advanced IT system configurations.
Develop the understanding of institutional knowledge to reflect customer needs within solution planning and implementation.
Perform advanced analysis and problem resolution with a wide range of hardware and software, including connectivity, security and policy compliance affecting users across multiple geographical locations.
Collaborate, define, document, share and continually improve solutions and processes with peer technicians.
Provides advanced technical assistance to leadership, peers, team members, faculty and staff regarding available IT resources and customer needs.
Assists in defining, developing and improving IT service delivery standards throughout the enterprise.
Communicates the value of adhering to established best practices regarding hardware, software, peripherals and supported IT services to all levels of personnel.
Collaborates and participates in opportunities to improve workflows, processes and established best practices.
Defines, documents, demonstrates and present training content to customers and peer teams regarding provided IT services.
Trains and guides team members and peer teams as applicable, regarding new and revised technologies, tools, skill development and procedures.
Defines, documents and implements procedures for onboarding of team members
Defines, documents and implements procedures for complex software/hardware installation and related configuration processes.
Maintains accurate inventory management records.
Accurately accounts for all performed work within centralized service management tracking system.
Develops customer self-help guides for commonly encountered service interruptions.
Defines and manages all phases of small projects end to end and or one or more phases of larger projects.
Manages resources required to support all daily operations for the team in addition to phases of projects that aid the support of peer IT teams.
Provide functional leadership for IT support staff as applicable.
Serves as escalation point for technical issues, circumstances and/or individuals requiring special care.
Participates with senior leadership in the support of recruitment activities.
Facilitates collaboration between team members, teams, divisions, departments and customers.
Monitors, manages resources, guides the development of team members, projects and daily work as applicable.
Monitors, evaluates, and carries out guidance activities as applicable, to continually improve service delivery and quality control of assigned work.
Travel to customer sites as needed to configure, install, and support client hardware, software and peripheral equipment.
Participate in 24x7 on-call support rotation, as required, to resolve routine and/or complex problems as they arise.