Who we are We're Oregon Health & Science University's Information Technology Field Services (FTS) team, 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 of our work supports OHSU's academic, business, healthcare, research, and affiliated partnership initiatives. What you do Reporting into the Director of Field Services, your role in FTS is to use your knowledge and experience in customer service, reporting, data gathering, documentation, and analysis to support the IT projects and operational efforts of OHSU and their partners. The nature of your role means being part of discussions about how and why OHSU's Information Technology Group (ITG) works the way it does. It means engaging OHSU's community of creators, builders, and providers--to understand their goals while being able to be comfortable communicating with people at all levels of our organization. Your primary responsibilities are to:
Utilize your experience with customer service, Windows, macOS, iOS, Active Directory, endpoint management, IT security, group policy, enterprise applications, and endpoint hardware to act as a lead or contributor in ITG project and operational efforts.
Create and revise professional customer facing technical documentation, as well as frequently contribute to department support documentation.
Gather and analyze data that can be utilized to assist ITG and our customers to make informed decisions about technology and how it affects our work.
Conduct, contribute, and represent Field Services during ITG internal and customer facing meetings.
Act as a subject matter expert for FTS business processes and procedures.
Compile, analyze, and produce reports.
Incorporate and champion IT Service Management and ITIL principles and best practices into all the work you do.
Prepare and present information to customers, committees, and executives.
Function/Duties of Position
System Analysis, Documentation, Reporting, and Technical Support:
Document Field Services business processes and how applications, systems and/or services support these processes
Analyze and document requirements related to projects or operational efforts managed by, or in partnership with Field Services
Work with customers to document specifications/requirements for enhancements and fixes to Field Services related systems, applications, reports, and interfaces
Gather, input and analyze data in order to create meaningful Key Performance Indicator and metric based reports for ITG and external customers
Act as subject matter expert for operations and services provided by FTS
Evaluate applications, system upgrades and new releases
Provides customer consultation, guidance, and assistance for computing hardware or related purchases
Evaluate and recommend OHSU-wide computing standards; develops proposals for consideration or justification of new acquisitions; prepares technical reports to be used by management in making decisions about endpoint system
Analyze applications and systems provided by FTS to identify opportunities for simplification and/or enhancement
Utilize IT Service Management principles and ITIL framework to support ITG projects and work efforts
Acts as a subject matter expert in the use of ITG's ITIL based ticketing system
Produces and analyzes reports derived from multiple sources of data in order to make recommendations for improvements, and verify compliance
Consult with hardware, software, and device vendors or internal OHSU departments to assist with the selection and/or understanding of needed products and services
Develop and maintains expertise with current technologies and examine details of proposed future technologies to best serve OHSU and its partners
Participates in user acceptance testing to assess the effectiveness and utility of proposed changes in tools, processes, and procedures
Work with FTS, other members of ITG, 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
Assists OHSU leadership in developing a technology roadmap for the future
Education and Testing
Work closely with the Field Services and ITG Engineering groups resolving hardware, software, printer, and network problems; tracking to resolution and assisting in training needs
Proactively initiate contact with customers to evaluate business drivers, technology needs, and future budget considerations, and elicit customer perspective and opinion relating to support levels and future direction
Introduce services and solutions by educating departments on support models and engagement procedures, and by offering preventative maintenance solutions
Participate in, develop, and gather detailed information related to endpoint End User Testing (UAT)
Work with vendor technical support and Field Services' endpoint engineering teams to faciliate documentation, testing, and to accomplish the timely resolution of service requests
Participate in internal OHSU ITG lead meetings, such as the monthly IT Contact meeting, to inform customer of new and changing technology
This position is currently 100% telework/remote and may include remote work long-term. Candidate must be able to work from home full-time initially.
Education: Master's degree in computer science, a related field, or a clinical field and two years work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR Bachelor's degree in computer science, a related field, or a clinical field and four years work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR Associate's degree in computer science, a related field, or a clinical field and five years work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR Six years work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR Equivalent combination of education and experience where one year of experience will be substituted for an Associate's degree and two years of experience will be substituted for a Bachelor's degree. Experience:
Experience with TCP/IP and other networking protocols
Understanding of Microsoft Networks at the operating system, file/directory, security, and user account level
Expert use of Windows, macOS, iOS, Android
Proven customer service skills
Three years of experience resolving endpoint related hardware and/or enterprise application issues
Two years' experience working in a large scale, multi-faceted computer networking environment
Experience using industry standard project management methodologies
Job Related Knowledge, Skills and Abilities (Competencies):
Must have expert knowledge of and demonstrated success in system analysis concepts and tools
Ability to develop detailed user requirements / specifications documentation supporting large, complex system enhancements.
Information analysis related to data for Key Performance Indicators (KPI) and general metrics gathering/reporting
Knowledge of endpoint operating systems and networks
Superior and proven technology analytic skills that demonstrate accepted systems analysis processes
Knowledge of current remote access and virtualization technologies
Experience in the creation of detailed documentation related to IT specific functions, projects, and application support
Ability to rapidly adjust to changing priorities and to make decisions with limited information
Knowledge of and ability to assess and resolve issues with core services, including messaging, directory services, file services, identity management and user accounts
Proven experience with IT technologies, principles, and best practices
Ability and willingness to stay current on technologies and trends relating to OHSU field technologies
Proven knowledge of local area networks utilizing ethernet topology
Experience with enterprise IT security tools, practices, and principles
Proven expertise in currently deployed desktop computer and mobile operating systems, including installation, application support
Ability to deploy and troubleshoot desktops/laptops, wireless devices, mobile phones, components and peripherals and other IP based field technologies
Must have excellent written and verbal communication, analytical, and organizational skills
Ability to use tact and diplomacy to maintain effective working relationships
Ability to work both independently as part of a team, while also being collaborative in resolving problems
Must have demonstrated excellent customer service skills via a variety of methods of communication
Must possess energy and drive to coordinate multiple projects simultaneously
Registrations, Certifications and/or Licenses: Must possess or be able to obtain within 6 months:
MS Exam MD-100: Windows Client certification
macOS Support Essentials certification
Jamf 100 Certification
Dell TechDirect certification for Desktop and Laptop repairS
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@example.com. 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