Oregon Health & Science University

Educational Tech Support

Job Locations US-OR-Portland
Requisition ID
2022-18489
Position Category
Professional
Position Type
Regular Full-Time
Job Type
AFSCME union represented
Department
EdCOMM
Salary Range
$26.93-$34.05/hour, depending on qualifications, experience and internal equity
FTE
1.00
Schedule
Monday - Friday
Hours
Typically 8:00am - 5:00pm
HR Mission
Academics
Drug Testable
No

Department Overview

Within the education mission, our timeless aspiration is to be the destination for transformational learning. The Office of Educational Improvement and Innovation (EII) vision is to develop educators as teachers, scholars, mentors, role models, and leaders in the health professions; to sustain and nourish their careers at OHSU; and enable them to be successful in developing the next generation of outstanding health care providers, health advocates, and scientists. As part of the EII team, EdCOMM’s professional staff provides a wide variety of services, including video conferencing, photography, video production, and space scheduling and support. 

 

This particular role with Education Communications will help students and educators with creative and technical expertise to support quality academic activity wherever it occurs. The primary responsibilities of this Computer User Support Analyst 2 (CUSA) position are to provide technical assistance and consultation for OHSU managed and personally owned endpoint devices and technologies that are used in the course of education, or work affiliated with OHSU that supports the education mission. 

 

The CUSA role will be instrumental in ensuring successful student and faculty use of endpoint and network access technology provided by OHSU which is used to facilitate exams and education mission related needs.

 

The CUSA will be enrolled as part of OHSU’s IT Contact program and will collaborate with the Information Technology Contact (ITC) community and the Information Technology Group (ITG) to support endpoints used in conjunction with OHSU education mission and their affiliated work groups. 

 

The CUSA should remain educated on Enterprise technology and services employed at OHSU, including collaboration software, cloud services, Virtual Private Networks, Virtual Desktop and Application Infrastructure, Wi-Fi/network connectivity, account provisioning and access permissions, exam software, Network Access Control, Information Security applications, and Information Security Policy.

 

Success in this role should lead to an increase in student, faculty and administrative customer satisfaction in the use of and interaction with technology services provided by OHSU.

 

The Incumbent will observe due care, objectivity, and respect for confidentiality.  All employees must keep confidential what they hear and what they see when handling, reviewing, or observing: communications and records thereof (calls, email, pages, fax, etc.), data transmission, databases, or other forms of information.  Confidentiality extends to the identities of the parties of the communications, and even to the fact that communication took place.  When sharing information, consider whether the recipient has a true “business need to know.”

Function/Duties of Position

Management OHSU Endpoints

  • Support, manage, update, configure, deploy, and troubleshoot computers (macOS and PC, wired and wireless), mobile devices, printers, peripherals and related endpoint technology
  • Conduct IT informational sessions with new, current and prospective students, and other members of OHSU
  • Act as a first escalation point for IT issues reported by education customers, including submission of trouble tickets to ITG.
  • Communicate and collaborate with ITC community, ITG, customers, and stakeholders
  • Provide IT asset inventory control, maintain, update, and manage the student-use endpoint device program for the education mission.
  • Fulfill common Service Requests.
  • Resolve common Break/Fix Incidents.
  • Create and update technical documentation, knowledge articles, and wiki information for end users and internal IT use. 

Other Duties

  • Maintenance of EdCOMM managed AV endpoints on the OHSU network
  • Conference and classroom computer maintenance, support, and replacement
  • BICC Training room computer support

Ongoing professional development

Participate in appropriate activities that enhance general knowledge of or ability to do assigned work.  This includes, but is not limited to, the following:  attend classes, seminars, and other training forums; attend staff meetings and other informational sessions; read vendor documentation, trade publications, or other sources appropriate to position; interact with peers and other employees to receive and disseminate information.

Required Qualifications

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.

  • Broad-based desktop support technical generalist skills
  • Proficiency in the deployment, support and troubleshooting of PC, Mac, iOS and Android hardware and operating systems
  • Networking topology and DNS
  • Knowledge and use of endpoint encryption technology
  • Proven customer relations skills.
  • Superior oral, written, verbal and aural communication skills
  • Ability to build relationships, respect and trust with customers and co-workers

Preferred Qualifications

  • IT support experience in an academic setting.
  • Experience with Microsoft Active Directory.
  • Enterprise support of Network Access Control.
  • Use of Atlassian tools.
  • MS Exam MD-100: Windows Client.
  • macOS Support Essentials.

Additional Details

  • Ability to lift up to 50 pounds
  • Ability to stand or sit for 4 hours at one time
  • Ability to push wheeled endpoint storage carts
  • Position will be mostly in-person at the South Waterfront location with some telework possible on occasion.

OHSU is a “tobacco free” environment effective September 17, 2007; this includes all OHSU-owned and leased space.

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.

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