Position Summary:

This is a full‑time, temporary position with a duration of up to three months, working 40 hours per week. The role provides first‑level technical support for user account access and multi‑factor authentication (MFA) services to UI Health Care faculty and staff. Responsibilities include assisting users with account access issues, password resets, MFA enrollment and troubleshooting, and identity verification, all while adhering to established security, privacy, and compliance procedures. The position serves as a front‑line point of contact for access‑related support and escalates complex issues as appropriate. It requires a professional demeanor, strong attention to detail, and the ability to perform effectively in a high‑intensity work environment. The ability to make timely decisions based on professional judgment and documented procedures is essential.

The work schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. This position will be located onsite at the HSSB location.

Position Responsibilities:

·       Provide first‑level support to faculty, staff, and students for user account issues, including password resets, account unlocks, and access verification.

·       Perform identity verification in accordance with security and privacy guidelines.

·       Assist users with Duo multi‑factor authentication (MFA) enrollment, re‑enrollment, and basic troubleshooting.

·       Support authentication methods such as Duo Push, passcodes, and hardware tokens, as applicable.

·       Educate users on MFA requirements, supported devices, and basic security best practices.

·       Accurately document support interactions, actions taken, and resolutions in the IT service management system.

·       Identify issues requiring escalation and route advanced, on‑site, or specialized computer, application, or network requests to the appropriate support teams.

·       Use approved remote support and shadowing tools to assist users.

·       Guide end users through application usage and basic “how‑to” instructions.

·       Deliver professional, courteous customer service via phone, ticketing system, and approved communication channels.

·       Clearly explain technical information, policies, and next steps to users with varying technical skill levels.

·       Adhere to institutional security, privacy, and access control policies, including HIPAA and IT security regulations.

·       Recognize potential security risks (e.g., suspicious access requests) and escalate according to procedure.

·       Handle confidential and sensitive information responsibly.

·       Demonstrate strong attention to detail in documentation and all written and verbal communications.

·       Participate actively in a collaborative team environment to support learning and continuous improvement.

Education Requirements:

Bachelor’s degree in Computer Science, MIS, or IT-related field or equivalent combination of education and experience.

Experience Requirements:

·       6 months to 1 year of work experience in a high-volume Help Desk, Call Center, or other Customer Service environment.

·       Experience troubleshooting problems with Windows 11 and Microsoft Office 365 Suite.

·       Excellent verbal and written communication skills.

·       Strong problem-solving skills and the ability to quickly learn new software.

·       Basic understanding of user accounts and authentication concepts.

·       Ability to follow documented procedures and security requirements.

Desired Qualifications:

·       Experience troubleshooting problems with iOS and Android devices.

·       Experience using applications running in a Citrix environment.

·       Working knowledge of basic clinical application support.

·       Experience supporting MFA tools (e.g., Duo or similar platforms).

·       Familiarity with enterprise identity systems (e.g., Active Directory).

·       Experience in healthcare, higher education, or other regulated environments.