Who we are 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. All our work supports OHSU's academic, business, healthcare, research, and affiliated partnership initiatives. What you do The Field Technology Analyst provides a high level, broad spectrum of technical analysis and support for OHSU technologies. Specifically, this role provides field analysis of ITG core technologies and services, tier 1, 2, and some 3 support of those technologies, project management, and act as a conduit for communications and technical feedback between customers, field support, and ITG tier 3 support groups such as Systems Analysts/Engineers. This position is distinguished by a hybrid combination of technology roles that include Systems Analyst, Field Service Technician, Project Manager and Service Desk Analyst. Technology platforms may include but are not limited to desktop and mobile computing devices, multiple operating systems, virtualization, cloud storage, and unified communication tools. Lastly, in this role it is imperative to be able to rapidly and dynamically respond to an ever-evolving technology environment. The incumbent will adhere to all OHSU/ITG policies and procedures, to include data protection, security, and encryption. Reporting to the Field Services Manager, the Field Technology Analyst provides advanced technical expertise, models service excellence and conduct, and develops cross-team communications to facilitate core competencies and best practices. The Field Technology Analyst also acts as a liaison with other ITG teams to communicate and assess operational issues, and test, integrate and help implement value added changes while mitigating negative issues in the network or field environment for the customer, ITG, and Partnered Organizations.
Function/Duties of Position
Service Desk Support
Responds to customer IT service requests from multiple platforms, inclusive of phones, web-requests, chat, and walk-up locations.
Assists customers in the use of Enterprise programs and services.
Creates, updates, and resolves IT support tickets.
Interfaces with customers to research, resolve, and respond to highly complex questions in accordance with current ITIL and OHSU standards & practices.
Maintains knowledge base for Service Desk support; works with other ITG groups to identify and verify information for knowledge base entry.
Keeps ITG and management informed of current problems and recommends solutions where necessary.
Field Technology Services
Provides advanced 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 tickets/projects & communicates with customers regarding the status of all work requested.
Performs complex analysis/troubleshooting to resolve problems with hardware and software and user access issues.
Acts as the escalation point for software, hardware and/or networking problems that require a higher-level troubleshooting/diagnosis than can be provided within the work unit; when necessary, escalates to internal Tier 3 ITG support groups (i.e., Networks, Engineering, Infrastructure, etc.) or outside vendors.
Participate in testing to assess the effectiveness and utility of temporary and permanent solutions for problems discovered in the field.
Provides recommendations and assistance to other ITG staff in assessing and improving the tools, processes, and procedures currently in use or proposed for future use.
Works with managers, colleagues, and customers to identify areas of concern and work to create efficient processes and procedures to ensure timely completion of projects, 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).
Utilizes ITIL principles to implement and support all assigned projects.
Coordinates with OHSU facilities, space planning, outside vendors and other ITG work units to provide project planning, scheduling, and resource management for IT field projects.
Participates in project kick-off, implementation, support, and milestone meetings for those projects that require ITG resources for implementation and support, reports issues and concerns to manager as appropriate.
Advocates for both ITG and the customer base to present and/or assess project-related technical solutions and tools for implementation of new solutions.
Assesses daily priorities and coordinates projects, support tickets and other work with colleagues; monitor and report progress to management.
Analyzes special project technology requirements and recommends optimal hardware/software solutions
Education: Bachelor's degree and two years Computer Science experience; OR Associate's degree and four years Computer Science experience; OR An equivalent combination of training and/or experience. Experience:
Two years of field experience inclusive of resolving field hardware and software problems, installing Microsoft Windows and Apple operating systems
Deploying and troubleshooting desktops/laptops, wireless devices, components and peripherals and other IP based field technologies
Registrations, Certifications and/or Licenses: Must possess or be able to obtain within 6 months:
Microsoft Certified Solutions Associate (MCSA) for Windows 7 (MS 70-680 and 70-685 exams) or Windows 10 (MS 70-697 and MS 70-698) or MS Exam MD-100: Windows Client
macOS Support Essentials
Dell TechDirect certification for Desktop and Laptop repairs
Must possess valid driver's license.
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 [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