Computer User Support Analyst 1 (CUSA 1)

Job Sector: Computer Help Desk

Computer User Support Analyst 1 (CUSA 1)

Summary

  • Sector / Category : Computer Help Desk
  • Is Job Remote : Job is Remote
  • Employment Type : FULLTIME
  • Employer Name : Oregon Health & Science University
  • Employer Location : Portland
  • Country : US
  • Minimum Salary : Not declared
  • Maximum Salary : Not declared
  • Salary Currency : USD
  • Date Posted : Sep 8th, 2022
  • Listing source : IT Jobs For ColU Fans

Who we are We are Oregon Health & Science Universitys 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 OHSUs academic, business, healthcare, research, and affiliated partnership initiatives. What you do This position is part of the Field Technology Services Service Desk, which operates Monday through Friday, 6:00 AM 6:00 PM. Support Requests The CUSA1 is an entry level position that is expected to resolve most incoming support requests that deal with common known issues. These types of request 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 another 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 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 This position is currently 100% telework/remote and may include remote work long-term. Candidate must be able to work from home full-time initially. Education/Experience: An Associates degree in computer science or related field; OR Two years of computer support or IT experience; OR An equivalent combination of training and/or experience Experience: • Experience in hospital or medical setting. • Experience in a high volume call center environment. Job Related Knowledge, Skills and Abilities (Competencies): • Proficient/saavy computer user. • Experience with Microsoft Active Directory. • Understanding of encryption technologies, VoIP phones and A/V equipment. Please note: Effective Oct. 18, 2021, all OHSU employees are required to be fully vaccinated against COVID-19 unless they have an approved medical or religious exception. If you are hired by OHSU after Oct. 18, you will need to be fully vaccinated (or obtain an approved exception) prior to starting work, and need to provide proof of vaccination (or approved exception) within 10 days of starting work. Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at or . As an organization devoted to the health and well-being of people in Oregon and beyond, OHSU requires its employees to be fully vaccinated against COVID-19. Recruitment ID: 22 External Company URL: dturner Street: Downtown Job Type: AFSCME union represented Posting Department: Information Technology Group (ITG) Posting Pay: $23.93 - $30.26 Posting FTE: 1.00 Posting Schedule: Varies, 40 hours per week Posting Hours: TBD. Start time will be no earlier than 6AM and finish time will be no later than 6PM. 8 hour day. HR Mission: Central Services Drug Testable: No Department Overview: Who we are We are Oregon Health & Science Universitys 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 OHSUs academic, business, healthcare, research, and affiliated partnership initiatives. What you do This position is part of the Field Technology Services Service Desk, which operates Monday through Friday, 6:00 AM 6:00 PM. Support Requests The CUSA1 is an entry level position that is expected to resolve most incoming support requests that deal with common known issues. These types of request 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 another 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 able to multi-task, anticipate customer needs and thrive in a fast-paced environment. Function/Duties of Position: 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 This position is currently 100% telework/remote and may include remote work long-term. Candidate must be able to work from home full-time initially. Required Qualifications: Education/Experience: An Associates degree in computer science or related field; OR Two years of computer support or IT experience; OR An equivalent combination of training and/or experience Preferred Qualifications: Experience: • Experience in hospital or medical setting. • Experience in a high volume call center environment. Job Related Knowledge, Skills and Abilities (Competencies): • Proficient/saavy computer user. • Experience with Microsoft Active Directory. • Understanding of encryption technologies, VoIP phones and A/V equipment. AAEO Language: Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at or . As an organization devoted to the health and well-being of people in Oregon and beyond, OHSU requires its employees to be fully vaccinated against COVID-19. Web Reference : AJF/428309317-764 Posted Date : Thu, 08 Sep 2022 To apply for this position you will complete an application form on another website provided by or on behalf of Oregon Health & Science University. Please note IT Jobs for ColU Fans is not responsible for the application process on any external website.

You can check out the full job description @ IT Jobs For ColU Fans

Visit IT Jobs For ColU Fans

Related Jobs - Computer Help Desk