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 (DIA) 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 Information Privacy and Security Officer (OIPS) 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 OIPS, OHSU Information Privacy Policies (IPPs), OHSU Information Security Policies (ISPs), ITG Security and Technical Directives, and all pertinent OHSU policies and procedures.

 

ITG employees are responsible for the security of OHSU technology. In exercising their duties, ITG employees must follow OHSU’s IPPs, ISPs, and incorporate security measures in the delivery of their everyday tasks. ITG employees are also required to report security concerns to OIPS and/or ITG security teams.

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.
• Create /Modify non-standard Active Directory users and groups. Examples include privileged accounts, function code pagers, etc.
• Create/Modify Active Directory User objects for application service accounts, auto-log on workstations, and other non-user network accounts.
• Create/Modify Active Directory groups for managing user access to applications, systems, and other resources. Configure identity management system entitlements when applicable.
• Assist in setting up secure departmental file shares. Understand and apply inherited and explicit rights filters to these shares. Set up DFS mounts and tie NTFS file shares to those domain controlled name spaces using OHSU provided technology. 
• Create /Modify Exchange objects such as shared mailboxes, distribution lists, and resources.
• Manage and understand the security role of data stewards for AD groups, entitlements, Exchange objects, X drive access groups, and other objects.
• Utilize ITG standard technology used to track reported incidents. 
• Manage and resolve complex customer access issues.
• Provide for change management of operational procedures.
• 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 DIA 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 impacts i.e., 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 technical teams 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.

Other Duties as Assigned

• 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 on an enterprise-level application; 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 on an enterprise-level application; OR
• Three years of hands-on experience in a network environment providing user access and support on an enterprise-level application; 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 such as Jira or ServiceNow. 
• Proven experience developing and utilizing complex queries utilizing IT focused reporting tools. 
• Operational experience in the following operating systems: Windows 11, Server 2022.

Job Related Knowledge, Skills and Abilities (Competencies):

• Familiarity with identity management principals (e.g. joiner, mover, leaver, RBAC, etc.) 
• Proficiency working in Active Directory utilizing knowledge of user account and access management in support of operational processes.
• Proficiency working with Active Directory management tools such as Active Directory Users and Computers. 
• Understanding of AD and file/directory permissions related to security for Microsoft Operating Systems. 
• Proven abilty to troubleshoot complex AD user, group, and Exchange objects and related access issues. 
• Proficient in using Microsoft Office including Outlook email. 
• 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 prioritizing skills. 
• Demonstrated use of proper decision making within set parameters. 
• Ability to communicate complex technical issues with technical staff for troubleshooting and remediation. 
• Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and access required.

• Experience in a healthcare or university environment.
• Experience in Account Administration, including Oracle, in a large scale network environment.
• Experience with process automation with PowerShell or other programming/scripting technologies
• Experience with Identity Management joiner, mover, leaver actions, and role-based access. 
• Demonstrated experience with SharePoint and Jira Forms.
• Experience with OneIdentity ActiveRoles. 
• Understanding and experience in ITIL or other service management frameworks. 
• Experience providing tier-1 or tier-2 IT support for Enterprise organizations in a large scale environment.
• Understanding of compliance standards for regulatory agencies such as FERPA and HIPAA. 
• Working knowledge of Powershell or other scripting languages.
• Understanding of process automation and managing AD and Exchange objects.
• Working knowledge of code revision control and change management. 
• Advanced-user level proficiency with Windows Server administration and configuration, and application administration and configuation.

Schedule: Monday - Friday 7:00am – 6:00pm. May include overtime as required to meet deadlines.

 

Benefits

• Medical, dental and vision coverage at low or no cost to employees Covered 100% for full-time employees and 88% for dependents
  
• Several retirement plans to choose from! – Oregon Public Service Retirement Plan and University Pension Plan, voluntary savings plans (403b, 401a and 457b)
  
• Up to 200 hours (equal to 25 full days) a year of paid time off
  
• 96 hours of sick leave a year (prorated by FTE status)
  
• Commuter subsidies
  
• Tuition reimbursement
  
• Access to group life insurance, disability insurance and other supplemental benefits
  
• Employee discounts to local and major businesses
  
• Childcare service discounts
  
• Growth/Development Opportunities
  

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.