Computer User Support Analyst, Level 2

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Oregon Health & Science University Foundation

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤲 Charity

⚕️ Healthcare Insurance

📚 Education

Charity • Healthcare Insurance • Education

Oregon Health & Science University Foundation is a charitable organization dedicated to supporting healthcare innovation and education. The foundation funds vital programs across Oregon Health & Science University, advancing groundbreaking research in areas such as cancer, children's health, brain health, and reproductive health. Through donations and community support, OHSU Foundation aims to create a healthier future by facilitating access to cutting-edge medical care and fostering the next generation of healthcare professionals.

📋 Description

• Provide known fixes or workarounds that contribute to customers being returned to service in a timely fashion. • Triage all incoming Service Requests to the Service Desk and either resolve the request or escalate them to the relevant second or third tier support team. • Maintain accurate records of customer interactions using ITG’s Service Management platform. • Accurately assess the Impact 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. • Provide first contact resolution 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 Confluence wiki, SharePoint). • 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 within ITG so that incoming support requests can be escalated appropriately. • Maintain superior oral, written and aural communication skills and pro-actively build relationships, respect, and trust with customers and colleagues. • Provide follow up customer communication when necessary. • Contribute to the FTS wiki by updating and adding information where needed. • Help with testing of new ITG services and Microsoft and Apple security patches and upgrades, as appropriate.

🎯 Requirements

• Associate’s degree plus two years computer support or IT experience; OR Bachelor’s degree in Computer Science or related field; OR An equivalent combination of training and/or experience. • Advanced, broad-based “technical generalist” skills. • Experience with TCP/IP, and other networking protocols, as well as network printing. • Experience with both Windows and MacOS. • Experience with both IOS and Android based smartphones. • Proven Service Desk experience and customer relations skills. • Ability and willingness to stay current on technologies and trends. • Superior oral, written, verbal and aural communication skills. • Ability to build relationships, respect and trust with customers and co-workers.

🏖️ 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.