The mission of the Information Technology Group (ITG) is to develop, implement, and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions.

 

The User Account Technician (UAT) position is a member of the ITG Digital Identity and Access team and provides technical support for creation, modification and deletion of user accounts. The UAT is the central point for OHSU and OHSU health care partner’s access to the OSHU network, email, and enterprise-wide applications. A secondary function is the creation of departmental file shares and secure file areas for collaboration or where confidential data is stored in compliance with HIPAA and other security regulations or policies. The UAT serves as a second level support for access control security issues pertaining to account privileges and OHSU resource authorization.

 

The UAT is held to a high degree of confidentiality, due to the nature of work within the department, and functions as steward to OHSU information systems. This position works closely with the OHSU Office of the Chief Privacy Officer and the OHSU Legal department for unique, abnormal, or confidential access requests and data breaches.

 

The activities of the UAT are governed by the OHSU Office of the Chief Privacy Officer policies, ITG Security and Technical Directives, and all pertinent OHSU policies and procedures.

General Network and Enterprise-Wide Application, File & Account Access Administration

Following pre-defined SOP’s, HIPAA guidelines and OHSU policies, create, process, manage, disable or terminate user accounts, and system accounts for: OHSU Enterprise level and Health Care Partner, where applicable, access as controlled and maintained by ITG:

• Implement Enterprise and core application user access requests by creating client access accounts within service level agreements.  Communicate with the customer to clarify requests, suggest alternate solutions within ITG policies and guidelines and handle non-standard access requests.
• Assist in setting up secure departmental file shares. Understand and apply inherited and explicit rights filters to these shares. Set up DFS and tie NTFS file shares to those domain controlled name spaces using OHSU provided technology.
• Provide for change control management of operational procedures.
• Utilize ITG standard technology used to track reported incidents.
• Create and maintain OHSU-wide distribution lists and resources.
• Create/Modify Active Directory User objects for auto-logon workstations.
• Create /Modify non-standard Active Directory users and groups. Examples include privileged accounts, function code pagers, etc.
• Manage and resolve complex customer access issues.
• Provide tier-2 access issue support for ITG departments and direct OHSU user base when applicable.
• Utilize ITG standard means of communication technology to act as a Subject Matter Expert in support of tier-1 inquiries.
• Lead, coordinate, and participate in key process improvements for account management processes that positively impact customer service delivery.
• Provide the highest degree of data security and integrity through diligence and daily monitoring; provide analysis of security issues and make recommendations for resolution
• Provide for implementation of confidential access requests discretely and in accordance with all applicable policies
• Create audits for account inactivity across all systems and expire per service level agreement.
• Provide complete, timely and accurate documentation describing access provisioning using current administrative tools.
• Participate in system testing during upgrades or maintenance windows for Digital Identity & Access supported technologies.

Oracle Production (FISPRD) and Oracle Development Account Administration

• Create, process, manage, disable or terminate Oracle Production access and accounts for –HRE, LD, and Oracle User Accounts.
• Participate in system testing during Oracle upgrade cycles or related patches and minor issues, when required
• Participate in development testing in preparation for Oracle upgrades, or as requested for patches and other issue resolution, when required.
• Audit account access, inactivity & roles versus responsibilities
• Work with the Oracle team to update, test, maintain and support the Oracle access web site
• Provide complete, timely and accurate Oracle documentation describing access provisioning using current administrative tools.

Routine Operations:

• Attend meetings as needed to represent account administration issues in research and development of new projects, which include account administration components.
• Escalate potential customer service impacts to management including technical, customer service oriented or potential business work flow impactse., nearing the SLA threshold, nearing AD user count threshold, unexpected downtimes, unexpected spike in account requests
• Gather, assess and provide information to be used to report on standardized performance metrics.
• Participate in planning and execution of education efforts for target OHSU customer base.
• Work with Engineering departments to ensure integration of new or revised tools and methods used by DIA to meet appropriate levels of security and operability.
• Participate in training efforts to ensure Key Performance Indicators and established metrics for DIA are consistently met.
• Write and disseminate new or updated documentation pertaining to account access procedures to be utilized by ITG or end user customers.
• Assist in creating scripts or utilizing other means of technology to assist in automating processes. Create queries to run against the file shares, users and groups to provide accurate reporting and auditing.

Education:

Bachelor’s degree in computer science or related field and one year of hands-on experience in a network environment providing user access and support in a Network Operating System (NOS) and on a wide variety of applications; OR

Associate’s degree in computer science or related field and two years of hands-on experience in

a network environment providing user access and support in a NOS and on a wide variety of

applications; OR

Three years of hands-on experience in a network environment providing user access and support in a NOS and on a wide variety of applications; OR

 

Equivalent combination of education and experience where:

One year of experience will be substituted for an Associate’s degree;

Two Years of experience will be substituted for a Bachelor’s degree.

Some positions may require experience in a specific network environment.

Some positions may require network or other systems certifications.

 

Experience:

• Experience with Enterprise account administration (AD User and Group Administration, Microsoft Exchange, Microsoft Active Directory Administrator, etc.)
• Customer facing service experience.
• Experience with User Account and Access Management, including standard user and privileged access.
• Experience using IT Service Management Software (Jira).
• Proven experience developing and utilizing complex queries utilizing IT focused reporting tools.
• Operational experience in the following operating systems: Windows 10/11, Server 2016, 2022.

Job Related, Knowledge, skills, and Abilities:

• Proficiency working in Active Directory utilizing knowledge of user account and access management in support of operational processes.
• Proficient in Microsoft Office including Outlook email.
• Understanding AD and file/directory permissions related to security for Microsoft Operating Systems.
• Proven skills in process/work-flow analysis.
• Proven ability to accurately accomplish detailed data entry.
• Proven ability to create accurate and concise documentation.
• Ability to use graphic visualization tools.
• Possess core communication skills: active listening, paraphrasing, attention to non-verbal language.
• Proven organizational and prioritization skills.
• Demonstrated use of proper decision making within set parameters.
• Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and access required.

Schedule ranging from M-F 7:00am – 6:00pm. May include overtime as required to meet deadlines.

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.