Computer User Support Analyst 2

This position is part of the FTS Service Desk which operates Monday through Friday, 6:00am - 6:00pm. The Service Desk responds to support requests from the OHSU community, which includes staff, contractors, OHSU partners, vendors, volunteers, interns, and students. The Service Desk is often the first impression of ITG made on all community members and this position requires a high level of professionalism, customer service and quality. Function/Duties of Position

Customer Support

• Provide known fixes or workarounds that contribute to customers being returned to service in a timely fashion.
• Triage all incoming Service Requests to the Service Desk and either resolve the request or escalate them to the relevant second or third tier support team.
• Maintain accurate records of customer interactions using ITG’s Service Management platform.
• Accurately assess the Impact and Urgency of Service Requests and Incidents.
• Contribute to Problem Management efforts by recognizing patterns amongst seemingly disparate issues.
• Respond to customer requests for information by either providing documentation or by giving “how-to” instruction.
• Provide first contact resolution for most customer issues around encryption support, account lockouts, account provisioning, and other common issues.
• Appropriately escalate those Service Requests that cannot be resolved on the initial interaction.
• Collaborate with teammates through the approved collaboration platforms (MS Teams, Jira Confluence wiki, SharePoint).
• Monitor those collaboration platforms to keep current on issues affecting IT services.
• Maintain familiarity with support information in the FTS wiki (see Documentation below).
• Maintain familiarity with OHSU-wide information sources such as OHSU Now, O2 (OHSU’s intranet), ITC Knowledge Community, etc.
• Maintain familiarity with the roles of other teams within ITG so that incoming support request can be escalated appropriately.
• Maintain superior oral, written and aural communication skills and pro-actively build relationships, respect, and trust with customers and colleagues.
• Provide follow up customer communication when necessary.

Documentation and Testing

• Maintain familiarity with the FTS wiki (knowledge base) and be able to quickly access troubleshooting and other information therein.
• Contribute to the FTS wiki by updating and adding information where needed.
• Help with testing of new ITG services and Microsoft and Apple security patches and upgrades, as appropriate.

Other duties as assigned.

• Associate’s degree plus two years computer support or IT experience; OR
• Bachelor’s degree in Computer Science or related field; OR
• An equivalent combination of training and/or experience.

Knowledge, Skills, and Abilities

• Advanced, broad-based “technical generalist” skills.
• Experience with TCP/IP, and other networking protocols, as well as network printing.
• Experience with both Windows and MacOS.
• Experience with both IOS and Android based smartphones.
• Proven Service Desk experience and customer relations skills.
• Ability and willingness to stay current on technologies and trends.
• Superior oral, written, verbal and aural communication skills.
• Ability to build relationships, respect and trust with customers and co-workers.

Preferred Qualifications

• Experience in hospital or medical setting.
• Experience in a high-volume call center environment.
• Experience with Microsoft Active Directory.
• Understanding of encryption technologies, VoIP phones and A/V equipment., This position is 100% telework/remote and the successful candidate should be able to work from home or OHSU hotel space. Computer and telephone equipment is provided.

• Healthcare for full-time employees covered 100% and 88% for dependents.
• $50K of term life insurance provided at no cost to the employee.
• Two separate above market pension plans to choose from.
• Vacation - up to 200 hours per year dependent on length of service.
• Sick Leave - up to 96 hours per year.
• 9 paid holidays per year.
• Substantial Tri-Met and C-Tran discounts.
• Employee Assistance Program.
• Childcare service discounts.
• Tuition reimbursement.
• Employee discounts to local and national businesses.

Equal employment opportunity, including veterans and individuals with disabilities.

The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions, enabling OHSU to effectively manage information to accomplish its missions.