Computer User Support Analyst 2

The Oregon Institute of Occupational Health Sciences is an independent research institute within OHSU that is dedicated to health and safety in the workplace. The Institute receives its base funding from the Oregon Workers Compensation Fund and leverages this base funding to secure federal government grants in basic clinical and applied research. We perform biomedical/occupational research and innovation for a healthy workforce aimed at promoting health and reducing disease and disability among workers across the nation particularly in Oregon.

The Computer User Support Analyst 2 reporting to the Sr. Institute Administrator provides technical support diagnostic assistance operating instruction and formal training for computer users and computing resources in Occupational Health Sciences; this involves supporting 100 computers both on campus and in a remote-work environment. This position also partners with and provides back-up to the Vollum Institute Senior Systems Analyst when needed.

End-User Technical Support (for both on-campus and remote workers)

• Provide advanced support for use of core and environment-specific OHSU systems and
  software in person and via email phone and screen-sharing for multiple Occ Health Sci sitesacross campus.
• Troubleshoot and resolve problems with network access computer hardware software andprinters and other accessories including performing repairs and component-level isolation &replacement.
• Interface with ITG service desk re: network problems and other issues.
• Develop and provide training for end users and provide technical information and updates asneeded.
• Provide client-side cross-platform support for Exchange Online email/calendar and otheroffice reference and scientific software as needed including running updates checking cross platform and version compatibility (especially Word documents and PowerPoint presentations)and seeking bug fixes and workarounds.

Purchasing/Installation/Documentation

• Coordinate requests for installation of new hardware.
• Evaluate and make recommendations for routine and project-specific computing needs.
• Order computers printers software and hardware through the ITG service center and directlyfrom vendors including OETC Apple Dell etc.
• Install configure and maintain new hardware and software.
• Maintain software license records to verify compliance with vendor-licensing agreements.
• Maintain computer printer and accessory inventory (including locations) and warranty
  information.
• Manage own P-card and reconciliation purchase orders and CSG service contract submissions.

Other Institute Support

• Provide training on teleconferencing and video conferencing systems including Owl andWebex.
• Set up support and instruct on audiovisual hardware and software for presentations includingseminars journal clubs interviews conferences and meetings coordinating with EdCOMM asneeded.
• Serve as backup to the Institutes Outreach Team for website maintenance and technicalsupport for Summer Institute and twice-yearly symposia and managing the O2 OccHealthSciwebpage.
• Manage Institute loaner computers and other technology.
• Work with ITG and the IPS Office re: connecting computers running scientific instruments tothe OHSU network requesting any necessary exceptions/exemptions.
• Provide technical support for scientific instruments and the computers running them.

System/Data Maintenance

• Arrange for and log vendor-provided maintenance.
• Maintain strategize and troubleshoot department backup systems including servers externalhard drives and client-side use of OHSU-approved network/cloud storage.
• Recognize signs of data corruption and take steps to maintain data integrity.
• Attempt to restore data lost due to system failure or operator error.
• Conduct performance analysis and take action to improve system performance.
• Assist users with data transfers.

IT Contact Level 3

• Serve as the Institutes technology liaison with ITG.
• Forward pertinent ITG communications to Institute management and staff.
• Attend monthly ITC meetings.
• Submit IAMS requests for existing employees.
• Coordinate various technology-related projects.
• Assist coworkers with shared email/calendars listservs OHSU network shared drives (e.g. theX-drive and OneDrive) Citrix and VPN for remote access OHSUs ACC server access/datastorage wireless configurations etc.
• Implement and maintain OHSUs technology compliance standards.
• Provide data re: anticipated computer and technology needs to inform the annual budgetprocess.

Other duties as assigned.

• Associates degree plus two years computersupport or IT experience; OR
• Bachelors degree in computer science orrelated field; OR
• An equivalent combination of training and/orexperience.

Skills and Abilities

• Strong knowledge of and skills in hardwaretroubleshooting and repair on both Mac andWindows platforms (at least one yearexperience).
• Strong knowledge of and skills in providingend-user tech support for both Mac and
  Windows users (at least one year experience).
• Knowledge/proficiency in adding orreplacing RAM and hard drives.
• Experience working in an Active Directoryenvironment with network drives on mixedplatformclients.
• Experience with purchasing/procurement(purchase orders P-cards etc.).
• Demonstrated proficiency with self-directedtask management.
• Ability to communicate (verbally and inwriting) technical information/guidance in a
  manner easily understood by end users.
• Exceptionally strong knowledge of currently used OHSU software: MacOS Windows
  Microsoft Office.
• Experience with Outlook for Mac andWindows and knowledge of Apple MailCalendar/Contacts.
• Exceptional ability to multi-task prioritizeand manage multiple short-/long-term
  projects.
• Exceptional customer-service skills insupporting end users at all levels.

• Bachelors degree in computer science.
• At least two years of experience withhardware troubleshooting and repair on
  both Mac and Windows platforms.
• At least two years of experienceproviding end-user support.
• OHSU experience.
• Experience providing A/V and techsupport for virtual and in-person events.
• Knowledge of Adobe Creative Suiteapplications.
• Oracle iExpense and iProcurementexperience.
• Familiarity with standard audiovisualand teleconferencing equipment.
• Familiarity with command-line utilities.
• Proven ability to coach as you learn.
• Experience with Active Directory andExchange Online accounts.
• Experience with Drupal or anotherCMS or other web authoring tools.
• Networking experience.
• Drive initiative and follow-throughabilities.
• Experience with Python or Rprogramming language appreciated butnot required.
• Familiarity with LMS software.

Hybrid/flexible work arrangement is negotiable. Position will require on-site in-person support during core businesshours for problem solving setup and receipt of computer equipment and technical support for seminars and trainingevents. General office environment with frequent interruptions noise and interpersonal interactions. May be required toprovide technical support outside the typical 9:00am 5:00pm Monday Friday workday.

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.