Job Description

Department Overview

We are Oregon Health & Science University’s Information Technology Field Services team (FTS), a department that reports into the Information Technology Group's Digital Strategies and Technology Services division. We are a department that provides direct support and services for endpoint technology that our customers at OHSU and partnerships use to pursue their vision: a healthier Oregon, and beyond.

All our work supports OHSU’s academic, business, healthcare, research, and affiliated partnership initiatives.

Function/Duties of Position

The CUSA1 is an entry level position that is expected to resolve most incoming support requests that deal with commonly known issues. These types of requests include issues related to device encryption, identity management and account access issues, Unified Communications (phone), and basic audio-visual support. Requests that cannot be resolved quickly can be escalated either through warm transfer to other analysts or through an Incident ticket.

Most requests for support will come via phone call to the Service Desk, but customers may also request support via chat or browser-based contact form.

In the effort to support a large, multi-mission organization with dynamic technology needs, CUSAs must be accurate, detailed communicators with both customers and colleagues. They must be able to multi-task, anticipate customer needs and thrive in a fast-paced environment.

Tier 1 Service Desk Support and Analysis

• Provide encryption support using approved enterprise encryption tools.
• Troubleshoot account lockout and password related issues.
• Troubleshoot, triage and provide how-to support for Unified Communications and Cisco VoIP phone issues and questions.
• Troubleshoot, triage and provide how-to support for account provisioning, identity management and account access/permission issues and questions.
• Troubleshoot, triage and provide how-to support for audio-visual technology issues and questions in class- and conference rooms.
• Troubleshoot other common known issues to resolution and escalate other issues when necessary.
• Document all ticket information according to standard operating procedures.
• Follow up with customers when necessary.
• Maintain superior oral, written and aural communication skills and build relationships, respect and trust with customers and colleagues.
• Develop and maintain knowledge base for ITG support; work with other ITG groups to identify and verify information for knowledge base entry.

Administrative Work

• Provide backup for ITG Service Request Office per standard operating procedures.
• Other duties as assigned.

Required Qualifications

• An Associate’s degree in computer science or related field; OR

• Two years of computer support experience; OR

• An equivalent combination of training and/or experience.

Preferred Qualifications

• Experience in hospital or medical setting.
• Experience in a high-volume call center environment.
• Proficient/saavy computer user.
• Experience with Microsoft Active Directory.
• Understanding of encryption technologies, VoIP phones and A/V equipment.

Additional Details

This position is part of the Field Technology Services Service Desk, which operates Monday through Friday, 6:00am – 6:00pm.

This position is 100% telework, with the CUSA1 working from their home or an OHSU hotel space.

Benefits

• 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.

Why apply to OHSU?

We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation 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 Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all 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