This position is a Computer User Support Analyst 2 (CUSA) for the School of Nursing. The purpose of this position is to provide customer service with digital technologies to School of Nursing faculty, staff, and administration statewide and to improve the School of Nursing's capacity to effectively use information technologies while reaching our mission goals. Job duties include continued development of evolving systems of customer support delivery and providing computer support in cooperation with ITG; providing backup support for video conferencing and other educational technologies. This position provides technical support to five campuses and remote users across the state.
Function/Duties of Position
1. Network & Computer Support (70% of duties)
Provides daily support, in collaboration with OHSU ITG for all faculty and staff including:
Responding to daily telephone calls and e-mails.
Providing troubleshooting for IT issues that are reporting around hardware, software, network and off-campus access.
Tracking issues through to completion and providing problem resolution or alternatives to ensure that services are minimally interrupted. Provides on-going communication to faculty and staff regarding project/problem status including notifying key stakeholders of final resolution.
Assist with issuance of assigned computing equipment and receives equipment that employees turn in upon departure.
Perform moves of computers, peripherals, and telephones as office assignments change.
Performs or coordinates shipping of equipment between campuses or remote users as necessary.
Assist users with ITG service requests when computers need to be reimaged or repaired.
Assisting faculty and staff with set up and configuration of peripherals on their OHSU issued computers including printers, scanners, microphones, and web cameras.
Assist in maintaining and servicing network printers to include providing instruction to users on replacement of supplies, perform routine maintenance and replacement of user serviceable parts, and coordinating with vendor for cleaning and repairs.
Assist users in maintaining computer and network environment through activities including:
Performing quarterly purges of the School of Nursing shared drive and checks drive for content to ensure compliance with University privacy policies.
Assisting faculty and staff with workstation hygiene as needed.
Reinforcing university policies on IT access; information privacy and security; and software licensing through on-going education of faculty, staff and students.
Recommending ergonomic assessments for faculty and staff with unsafe office working environments as needed.
Monitors open use and student computer spaces:
Troubleshooting problem/issues that are reported with computers by students, faculty and staff and providing a timely response and resolution.
2. Administrative and Purchasing (10% of duties)
Management of access to shared departmental network file storage; email accounts and distribution lists.
Submitting service request for setup of shared resources and changes in data stewardship.
Submitting CARS requests for changes in user access to shared resources or systems.
Approving CARS request on behalf of supervisors when delegation permissions have been granted.
Provide support in accessing shared resources and troubleshooting any access issues that may occur.
Assists with Management of Exam Soft in support of Key Administrator
Sets up and manages both user accounts,
Sets up and manages courses set up for exam soft use
Manages enrollment of students into courses to facilitate testing
Posts mock exams to identify and trouble shoot student and course
Submitting requests for telecom service to ITG for new service or service changes for faculty and staff for new employees or as required when space assignments change.
Submitting requests to the copy center for copy machines and user access upon employment or termination from the SON.
Provide support for RightFax, our electronic faxing system. This includes providing backup support for the daily distribution of incoming faxes and sending out outgoing faxes as requested.
Assist in maintaining an accurate computer/ AV equipment database and software license library. Engages administrative staff on each campus as necessary.
Assist in preparation of the annual technology budget forecast for technology related expenses, including shipping and intercampus travel.
3. Simulation Technology (5% of duties)
Provide support for B-Line simulation recording system.
Partner with simulation for purchase and vendor install. Engage ITG as necessary.
Provide ongoing support for desktop computers used with B-Line as necessary.
Assist simulation staff in working with B-Line support for their system, including vendor access to system components.
Develop standardized processes for creation of accounts in B-Line for faculty, staff and students.
4.Training (5% of duties)
Provides on-going and quarterly training for statewide faculty, staff and students for information technology functions including:
Working with faculty and staff to identify technology training needs.
Developing and implementing training of campus and department Network Contacts (NC's), which will provide basic troubleshooting to employees in their location in the areas of printing, basic software application support, new employee orientation, file management and escalating more complex issues to ITG help desk and the SoN Information Systems Technology Specialist.
Developing training modules (either in-person or recorded) that will enable statewide faculty and staff to be functional in basic IT systems required for their position and/or function.
Providing hands-on orientation training for statewide faculty and staff for non-standard equipment (laptop, iPad, internet phones, etc.) purchased.
5. Classroom/Educational Technology Support (10% of duties)
Backup support for the Multimedia Specialist
Provides backup for daily virtual and physical classroom support across the state for all SON systems during regular business hours including:
Monitoring the SON technology support cell phone and responding to questions and issues.
Providing troubleshooting of classroom equipment that may include desktop computer and audio visual system
Tracking issues through to completion and providing problem resolution or alternatives to ensure that course delivery is minimally interrupted.
Providing feedback to multimedia specialists regarding project/problem and resolution.
Responds to needs of multimedia specialists to assist in ensuring all equipment is functional and in good working order.
Education: 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.
Experience: Minimum of two years' experience in customer service and support, computer application classroom training, resolving PC hardware and software conflicts, installing operating systems and network administration and customer communication. Must possess excellent analytical and prioritization skills in addition to both written and verbal communication skills.
Job Related Knowledge, Skills and Abilities (Competencies):
Extensive knowledge of computer training and customer service principles and quality metrics, computer hardware, network software, and desktop software applications. Must be able to work independently yet access support when necessary. Must be able to assist users to resolve their computer and network problems. Must be able to identify and use acceptable literacy assessment tools and integrate principles of information literacy into a work environment.
Familiarity with PC and Macintosh hardware and familiarity with most of the following software applications: Windows (200, XP, 7.0), Mac OS10, MS Outlook, Internet Explorer, Microsoft Office, Oracle applications, FileMaker Pro, McAfee Virus Scan, Novell NetWare, web server file management, Internet protocols.
Must also be familiar with video and audio technologies such as video projectors, LCD panels, VCR players, CD and DVD players, microphones, and telephone conferencing. Must be able to bend and lift up to 50 lbs. in order to move computer and AV equipment using equipment carts. Demonstrated ability to arrive promptly and prepared for work.
Knowledgeable about real-time video conferencing systems manufactured by both Tandberg and Polycom using the h.320 and h.263 communications protocols.
Working knowledge of non-standard hardware and specialized software including (but not limited to) Conexion club management software (March Wellness), ChartConnect.
This position may require travel to campuses or other training facilities in Oregon and the Western United States. Some variability in scheduling may be requested.
Must be able to bend and lift up to 50 lbs. in order to move computer and AV equipment using equipment carts.
As part of the qualifications requirement, the following Core Competencies are expected of all OHSU employees regardless of their position within the organization.
Accountability: Ability to establish mutual agreements that result in clear responsibility, taking personal action to accomplish an agreed result and assuming personal responsibility for the results of behavior and actions.
Integrity: Actions are consistent with ethical values. Honest in communication and actions.
Diversity: Honors the uniqueness of each individual, challenges stereotypes and promotes sensitivity and inclusion. Functions effectively and respectfully within the context of varying cultural beliefs, behaviors and backgrounds.
Respect: Demonstrates consideration and appreciation for colleagues, clients and customers.
Service Orientation: Seeks opportunities to improve the work and work environment to better meet the needs of internal and external customers.
Teamwork & Collaboration: Works cooperatively and productively with others to achieve shared goals.
Communication: Demonstrates the ability to convey thoughts and ideas as well as understand perspective of others.
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 [email protected] 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.
As the state's only health and research university, OHSU brings together patient care, research, education of the next generation of health care providers and scientists and community service to improve the health and well-being of all Oregonians.The university is a conduit for learning for more than 2,800 students, providing training to interns, residents and fellows in postgraduate medical and research. It is the only place in Oregon that grants doctoral degrees in medicine, dentistry and nursing. OHSU cares for more than 251,000 patients each year from around the region and takes a leadership role in contributing to solutions involving the health of the state and the nation, such as health care access and transparency, ethics and workforce shortage. Beyond providing critical health care services, quality education and cutting-edge research, OHSU also is a key economic and social force in the Northwest. With an annual operating budget of $2.06 billion and more than 14,000 employees, OHSU is Portland?s largest employer. Its size contributes to its ability to provide... many services and community support activities not found anywhere else in Oregon. For more information visit http://www.ohsu.edu/xd/about/index.cfm