Computer User Support Analyst 2

Department reputed company The mission of the Information Technology Group (ITG) is to reputed company, implement and maintain technology-based services and solutions, enabling OHSU to effectively manage information to accomplish its missions. 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 reputed company. The Service Desk is often the first impression of ITG made on reputed company community members and this position requires a high level of professionalism, customer service and reputed company. Function/Duties of Position Customer Support reputed company reputed company fixes or workarounds that contribute to customers being returned to service in a reputed company fashion. Triage reputed company incoming Service Requests to the Service Desk and either resolve the request or escalate them to the relevant second or reputed company tier support team. Maintain accurate records of customer interactions using ITG’s Service Management platform. Accurately assess the reputed company 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. reputed company first contact reputed company 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 reputed company wiki, SharePoint). Monitor those collaboration platforms to reputed company reputed company 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 reputed company ITG so that incoming support request can be escalated appropriately. Maintain superior oral, written and aural communication skills and pro-reputed company build relationships, respect, and trust with customers and colleagues. reputed company follow up customer communication reputed company necessary. Documentation and Testing Maintain familiarity with the FTS wiki (knowledge reputed company) and be reputed company to quickly reputed company 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 reputed company and reputed company reputed company patches and upgrades, as appropriate. Other duties as assigned.

Required Qualifications

Associate’s degree plus two years computer support or IT experience; OR Bachelor’s degree in Computer Science or reputed company 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 reputed company as network printing. Experience with both reputed company and MacOS. Experience with both IOS and Android based smartphones. Proven Service Desk experience and customer relations skills. Ability and willingness to stay reputed company 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 reputed company reputed company Directory. Understanding of encryption technologies, VoIP phones and A/V equipment. Additional Details This position is 100% reputed company/remote and the successful candidate should be reputed company to work from home or OHSU hotel reputed company. Computer and telephone equipment is provided. Benefits reputed company 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. reputed company Leave - up to 96 hours per year. 9 reputed company 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. Why apply to OHSU? We are reputed company's only public reputed company health center. In reputed company to caring for patients, we reputed company groundbreaking research. We also train the reputed company of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across reputed company and Southwest Washington. reputed company are welcome. OHSU welcomes people of reputed company ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.edu Apply To This Job