Department Overview

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.

Required Qualifications

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.
• Advanced, broad-based "technical generalist" skills
• 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

Additional Details

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 aaeo@ohsu.edu. 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.