Department Overview The ITG team Hillsboro Operations & Administrative Apps (HOAA) provides support for Hillsboro Medical Center’s administrative and operational needs. This position provides department and customer support, The Incumbent will: • Forward ITG communications related to technology changes to department staff and management, coordinating with ITG Communication to ensure appropriate messaging and timing. • Have working knowledge of endpoint technology and related services in order to act as a subject matter expert to consult with end user customers. • Assist departments in the analysis of technical changes, impact to their applications, departments and staff and help plan for the scheduled changes. • Coordinate technical projects/moves (computer, phone) with other ITG teams as needed. • Complete “Move Matrix” for projects as needed. • Coordinate new and departing employees with network access. • Attend monthly IT Contact (ITC) meetings and disseminate information as appropriate. • Provide basic level of support for hardware and supported software. • Coordinate departmental computer equipment purchases. • Assists department staff with reporting information security incidents. • Help departments create a system to document and track software use/purchases. • Creates, reviews, and revises wiki/knowledge articles used by ITG staff to provide support to end user customers. • Submit IT support tickets on behalf of customers where appropriate and participate in/manage an IT ticketing work queue as needed. • Work closely with the ITG Service Desk to help troubleshoot issues and ensure customers submit tickets appropriately for resolution. • Work closely with other ITG teams to facilitate quick resolution to issues. • Assist departments in submitting ITG Security Reviews, when appropriate. • Provide hands on training/support as appropriate for users struggling to navigate the multiple networks and tools to perform their jobs. Reporting to the HOAA Project Manager, the Incumbent is responsible for operational technical support of departments and end users to the extent possible, escalating to the appropriate team as necessary. It is critical to understand which departments use which applications, what underlying infrastructure the applications rely on and help define a support plan for applications that are not supported by ITG. The incumbent is expected to be visible in the departments and provide timely support. Due to this, this position is not eligible for full time remote work; once established in the role, it may be possible to work up to 8 hours per week remotely. There is an expectation of timely and high-quality customer service while serving as a role model for compliance with OHSU’s Code of Conduct and policies. The incumbent is responsible for understanding and complying with ITG’s Expectation of Employees. Function/Duties of Position User Support/Customer Service • Provide customer support via e-mail, chat, phone call, walk-in, or ticketing system to end users regarding their technology needs. • Forward ITG communications related to technology changes to department staff and management, coordinating with ITG. Communication to ensure appropriate messaging and timing. • Assist departments in the analysis of technical changes, impact to their applications, departments and staff and help plan for the scheduled changes. • Coordinate technical projects/moves (computer, phone) with other ITG teams as needed. • Coordinate new and departing employees with network access. • Attend monthly ITC meetings and disseminates information as appropriate. • Provide basic level of support for hardware and supported software. • Monitor and navigate IT ticketing queue. • Submit IT tickets on behalf of customers where appropriate. • Coordinate departmental computer equipment purchases. • Assists department staff with reporting information security incidents. • Help departments create a system to track software use/purchases and document. • Work closely with the ITG Service Desk to help troubleshoot issues and ensure customers submit tickets appropriately for resolution. • Work closely with other ITG teams to facilitate quick resolution to issues. • Provide hands on training/support as appropriate for users struggling to navigate the multiple networks and tools to perform their jobs. • Create documentation needed to support the customers and help with knowledge loss with department staff turnover. • Help department staff navigate ITG to obtain services they need. ITG Project Support • Participate on project teams as appropriate. • Act as subject matter expert for endpoint computing needs, or consults with ITG’s Field Services department to provide equipment solutions that meet OHSU standards. • Complete Move Matrix for project manager, mapping people, space, and endpoint technology.. • Assist departments submit ITG Security Reviews, when appropriate. • Assist with project related hardware purchases. Education/Experience Required Qualifications An Associate’s 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 Job Related Knowledge, Skills And Abilities (Competencies) • An understanding of Telecommunication Mobile Wireless Technologies. • Excellent oral, written, and interpersonal communication skills - effective two-way communications with customers, vendors, and internal staff using all/any communication methods. Writing sample will be required. • Strong diagnostics, logic and organizational skills, be detailed oriented, excellent follow through, must have a superior customer service record. • Proficiency in Microsoft Windows, macOS, iOS • Proficiency with endpoint hardware, including Microsoft and Mac compatible desktops and laptops, thin clients, and smart phones. • Must be Microsoft Office Suite proficient. • Must be able to multi-task in a stressful environment. • Accurate typing skills. Experience Preferred Qualifications • Experience to include resolution of customer needs and questions, interpreting and diagnostics. • Relevant customer service experience in a complex IT environment. Additional Details 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. All are welcome 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 503-494-5148 or aaeo@ohsu.edu. 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.