Computer User Support Analyst, Level 2
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Job Description
Computer User Support Analyst providing IT support for OHSU's staff and partners. Responsible for triaging support requests and maintaining customer relations.
Responsibilities:
- Provide known fixes or workarounds that contribute to customers being returned to service in a timely fashion.
- Triage all incoming Service Requests to the Service Desk and either resolve the request or escalate them to the relevant second or third tier support team.
- Maintain accurate records of customer interactions using ITG’s Service Management platform.
- Accurately assess the Impact and Urgency of Service Requests and Incidents.
- Contribute to Problem Management efforts by recognizing patterns amongst seemingly disparate issues.
- Respond to customer requests for information by either providing documentation or by giving “how-to” instruction.
- Provide first contact resolution for most customer issues around encryption support, account lockouts, account provisioning, and other common issues.
- Appropriately escalate those Service Requests that cannot be resolved on the initial interaction.
- Collaborate with teammates through the approved collaboration platforms (MS Teams, Jira Confluence wiki, SharePoint).
- Maintain familiarity with support information in the FTS wiki (see Documentation below).
- Maintain familiarity with OHSU-wide information sources such as OHSU Now, O2 (OHSU’s intranet), ITC Knowledge Community, etc.
- Maintain familiarity with the roles of other teams within ITG so that incoming support requests can be escalated appropriately.
- Maintain superior oral, written and aural communication skills and pro-actively build relationships, respect, and trust with customers and colleagues.
- Provide follow up customer communication when necessary.
- Contribute to the FTS wiki by updating and adding information where needed.
- Help with testing of new ITG services and Microsoft and Apple security patches and upgrades, as appropriate.
Requirements:
- 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.
- Advanced, broad-based “technical generalist” skills.
- Experience with TCP/IP, and other networking protocols, as well as network printing.
- Experience with both Windows and MacOS.
- Experience with both IOS and Android based smartphones.
- Proven Service Desk experience and customer relations skills.
- Ability and willingness to stay current on technologies and trends.
- Superior oral, written, verbal and aural communication skills.
- Ability to build relationships, respect and trust with customers and co-workers.
Benefits:
- Healthcare for full-time employees covered 100% and 88% for dependents.
- $50K of term life insurance provided at no cost to the employee.
- Two separate above market pension plans to choose from.
- Vacation - up to 200 hours per year dependent on length of service.
- Sick Leave - up to 96 hours per year.
- 9 paid holidays per year.
- Substantial Tri-Met and C-Tran discounts.
- Employee Assistance Program.
- Childcare service discounts.
- Tuition reimbursement.
- Employee discounts to local and national businesses.
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