Location: Portland, Oregon
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.
Function/Duties of Position
The Computer User Support Analyst 2 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. The CUSA2 serves as an IT Contact Level 3 and will provide end-user support for both Macintosh and PC environments; troubleshoot and repair hardware, software, and peripherals; ensure computer connectivity to scientific equipment; oversee data-backup services; purchase hardware and software; and provide client-side Active Directory support. This position will coordinate and advance technology projects between internal and external resources, provide backup support for maintenance of Institute websites; and communicate with end users re: processes, best practices and OHSU policies relating to technology and data usage and security.
End-User Technical Support (for both on-campus and remote workers)
- Provide advanced support for use of core and environment-specific OHSU systems andsoftware, in person and via email, phone, and screen-sharing, for multiple Occ Health Sci sites across campus.
- Troubleshoot and resolve problems with network access, computer hardware, software, and printers 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 as needed.
- Provide client-side, cross-platform support for Exchange Online email/calendar and other office, 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.
- Coordinate requests for installation of new hardware.
- Evaluate and make recommendations for routine and project-specific computing needs.
- Order computers and printers through the ITG service center and directly from vendors including OETC, Apple, Dell, etc.
- Install, configure, and maintain new hardware and software.
- Maintains software license records to verify compliance with vendor-licensing agreements.
- Maintain computer, printer, and accessory inventory (including locations) and warranty information.
Other Institute Support
- Provide training on teleconferencing and video conferencing systems, including Owl and Webex.
- Set up, support, and instruct on audiovisual hardware and software for presentations, including seminars, journal clubs, interviews, conferences, and meetings, coordinating with EdCOMM as needed.
- Serve as backup to the Institute's Outreach Team for website maintenance and technical support for Summer Institute and twice-yearly symposia.
- Manage Institute loaner computers and other technology.
- Work with ITG and the IPS Office re: connecting computers running scientific instruments to the OHSU network, requesting any necessary exceptions/exemptions.
- Provide technical support for scientific instruments and the computers running them.
- Arrange for and log vendor-provided maintenance.
- Maintain, strategize, and troubleshoot department backup systems, including servers, external hard 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 Institute's technology liaison.
- Forward pertinent ITG communications to Institute management and staff.
- Attend monthly ITC meetings.
- Submit CARS requests for existing employees.
- Coordinate various technology-related projects.
- Assist coworkers with shared email/calendars, listservs, OHSU network shared drives (e.g., the X-drive, OneDrive, Citrix and VPN for remote access, OHSU's ACC server access/data storage, wireless configurations, etc.
- Implement and maintain OHSU's technology compliance standards.
- Provide data re: anticipated computer and technology needs to inform annual budget process.
- 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
- At least one year of experience with hardware troubleshooting and repair on both Mac and Windows platforms.
- At least one year of experience providing end-user tech support.
- Proven experience with self-directed task management.
- Ability to communicate (verbally and in writing) technical information/guidance in a manner easily understood by end users
- Experience in adding or replacing RAM and hard drives.
- Experience working in an Active Directory environment with network drives on mixed-platform clients.
- Exceptionally strong knowledge of currently-used OHSU software: MacOS, Windows, Microsoft Office.
- Experience with Outlook for Mac and Windows and knowledge of Apple Mail/Calendar/Contacts.
- Exceptional ability to multi-task, prioritize, and manage multiple short and long-term projects.
- Exceptional customer-service skills in supporting end users at all levels.
- Compliance with Code of Conduct, Respect in the workplace and Applicable policies, procedures and agreements related to position, department or OHSU as a whole
- Must be able to perform the essential functions of the position with or without accommodation
- Bachelor's degree in computer science
- At least two years of experience with hardware troubleshooting and repair on both Mac and Windows platforms.
- At least two years of experience providing end-user support.
- OHSU experience.
- Knowledge of Adobe Creative Suite applications.
- Familiarity with standard audiovisual and teleconferencing equipment.
- Familiarity with command-line utilities
- Proven ability to coach as you learn.
- Experience with Active Directory and Exchange Online accounts.
- Experience with Drupal or another CMS or other web authoring tools.
- Networking experience.
- Drive, initiative and follow-through abilities.
- Experience with Python or R programming language appreciated but not required.
- Familiarity with LMS software.
- Hybrid/flexible work arrangement is negotiable. Position will require on-site, in-person support during core business hours for problem solving, setup and receipt of computer equipment, and technical support for seminars and training events.
- General office environment, with frequent interruptions, noise, and interpersonal interactions. May be required to provide technical support outside the typical 9:00 AM - 5:00 PM, Monday - Friday workday.
- Ability to use computers for long periods of time, up to 8 hours, with breaks. Able to lift and transport computers and printers.
- Ability to travel across campus to deliver computers and provide IT support as needed.
- Ability to use general office equipment.
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 firstname.lastname@example.org.