IT Field Technician (Comp User Support Analyst 3)

Oregon Health & Science University•Portland, OR

6d•Onsite

About The Position

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. 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. Function/Duties of Position Field Technical Support Building positive relationships with clients and prioritizing their technical needs with a focus on customer service. Efficiently managing multiple tasks (incidents, service requests, and requests for information) while meeting and adhering to deadlines. Provides support for installation, usage, and maintenance of core OHSU + partnered organizational systems and software. Supports, tests, and troubleshoots OHSU standard hardware and software. Triages and creates support incidents & service request tickets & communicates with customers regarding the status of all work requested. Maintains and manages ticket queue in accordance with the OHSU ticket handling guidelines. Takes escalated support issues from FTS management when needed. Collaborate with teammates through approved collaboration platforms. Performs analysis/troubleshooting to resolve problems with hardware and OHSU standard software and user access issues. Escalates incidents and service requests when it is beyond their scope or expertise. Configures/Installs/Deploys endpoint equipment & software. Participates in testing to assess the effectiveness and utility of temporary and permanent solutions for problems discovered in the field and partners with other ITG employees when advanced testing is required. Works collaboratively alongside managers, colleagues, and customers to identify areas of concern and work to create efficient processes and procedures to ensure timely completion of requests, quality of support and resolution of problems; works collaboratively with other technical staff and management to identify trends and communicate issues that impact ITG personnel (root cause analysis). Assesses daily priorities, support tickets and other work with colleagues, monitor, report progress and challenges to management. Implement IT endpoint solutions in support of OHSU projects, including those from Design and Construction. Operate OHSU Fleet vehicles in support of off-campus clinics and remote sites Documentation Maintaining detailed records of user issues, troubleshooting steps, and solutions for future reference. Creating and updating an internal knowledgebase for Field Services. Asset Management Tracking and managing computer hardware inventory, including replacements and repairs. Maintain IT hardware asset records and their associated information such as serial numbers, purchase dates, location, warranty details, and maintenance history, ensuring accurate tracking and reporting throughout the asset lifecycle. Ongoing Professional development. Other duties as assigned.

Requirements

Associate’s degree and four years computer support or IT experience; OR Bachelor’s degree and two years computer support or IT experience; OR An equivalent combination of training and/or experience.
Two years of field experience inclusive of resolving field hardware and software problems, installing Microsoft Windows and Apple operating systems.
Experience deploying and troubleshooting desktops/laptops, wireless devices, components and peripherals and other IP based field technologies.
Network troubleshooting (DHCP, DNS, TCP/IP, SMTP, etc.) experience.
Data security & protection experience.
Current Driver’s license and driving record that meets OHSU’s driving requirements.
Must possess or be able to obtain within 6 months: Dell TechDirect certification for Desktop and Laptop repairs.

Nice To Haves

Healthcare, Research and or Academic environment experience.
Large network and campus environment (15,000 users).
Formal Project Management Training (PMI).
Linux Experience.
Experience with ITIL framework.
Enterprise level data security encryption.
Certifications: Windows 11 (MD-102T00) macOS Support Essentials JAMF Certified Associate Tech, Admin, Expert LPI Linux Essentials Cisco Certified Network Associate (CCNA)

Responsibilities

Building positive relationships with clients and prioritizing their technical needs with a focus on customer service.
Efficiently managing multiple tasks (incidents, service requests, and requests for information) while meeting and adhering to deadlines.
Provides support for installation, usage, and maintenance of core OHSU + partnered organizational systems and software.
Supports, tests, and troubleshoots OHSU standard hardware and software.
Triages and creates support incidents & service request tickets & communicates with customers regarding the status of all work requested.
Maintains and manages ticket queue in accordance with the OHSU ticket handling guidelines.
Takes escalated support issues from FTS management when needed.
Collaborate with teammates through approved collaboration platforms.
Performs analysis/troubleshooting to resolve problems with hardware and OHSU standard software and user access issues.
Escalates incidents and service requests when it is beyond their scope or expertise.
Configures/Installs/Deploys endpoint equipment & software.
Participates in testing to assess the effectiveness and utility of temporary and permanent solutions for problems discovered in the field and partners with other ITG employees when advanced testing is required.
Works collaboratively alongside managers, colleagues, and customers to identify areas of concern and work to create efficient processes and procedures to ensure timely completion of requests, quality of support and resolution of problems; works collaboratively with other technical staff and management to identify trends and communicate issues that impact ITG personnel (root cause analysis).
Assesses daily priorities, support tickets and other work with colleagues, monitor, report progress and challenges to management.
Implement IT endpoint solutions in support of OHSU projects, including those from Design and Construction.
Operate OHSU Fleet vehicles in support of off-campus clinics and remote sites
Maintaining detailed records of user issues, troubleshooting steps, and solutions for future reference.
Creating and updating an internal knowledgebase for Field Services.
Tracking and managing computer hardware inventory, including replacements and repairs.
Maintain IT hardware asset records and their associated information such as serial numbers, purchase dates, location, warranty details, and maintenance history, ensuring accurate tracking and reporting throughout the asset lifecycle.
Ongoing Professional development.
Other duties as assigned.