Wireless Services Support Analyst (Computer User Support Analyst 2) at Oregon Health & Science University

, , United States -

Full Time

Start Date

Immediate

Expiry Date

15 Jul, 26

Salary

44.69

Posted On

16 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer support, Technical support, Mobile device management, Database management, Inventory control, Troubleshooting, Diagnostic evaluations, Hardware installation, Wireless technologies, Microsoft office suite, Communication skills, Multi-tasking, Analytical skills, Training, Reporting

Industry

Higher Education

Description

Department Overview The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions to enable OHSU to effectively and securely manage information to accomplish its missions. The ITG Wireless Office provides a central point of contact to meet OHSU and HMC staff's immediate needs for mobile wireless communications (Spok Mobile, two-way radios, cell/smart phones, tablets and Vocera). This position provides customer support, diagnostic evaluations, technical support functions, operating instructions and hands on training for OHSU staff. The Incumbent will assist in the analysis and procurement of supported customer devices. Function/Duties of Position User Support/Customer Service Provide customer support via e-mail, phone call, walk-in, or ticketing system to end users regarding their mobile devices. This includes provisioning/programming, inventory controls, database management, billing, and customer training. Perform installation and upgrades of supported cell/smart phones, tablets, pagers and Vocera systems/devices. Provide Tier 1 & Tier 2 support of Mobile Device Management MIS/Analytical/Technical Testing of new Wireless Technologies Act as technical lead for new wireless mobile technologies, working with ITG staff in testing, documenting, training, and coordinating efforts. Create monthly reporting statistics for department of cell/smart phones, tablets, Vocera; inventory control of new hardware, hardware replacement, or hardware return requests; add, change, or deletion of service requests, and department projects. Develop and recommend updated operational processes to Supervisor. Provide proactive involvement with on-going performance analysis of paging systems to help diagnose failed pages not sent in Spok system, and in the interface to cellular systems. Conduct testing of Spok Mobile, Vocera badges, cell/smart phones, and tablets to assist in problem identification and resolution between various multi-tiered networks (general wireless user’s connectivity via computer network to email, Spok, Smart Web, Vocera and Epic) to OHSU multi-tiered wireless network. Collaborate with Engineers on any system concerns, as paging outages and wireless network interferences. Conduct monthly audits of databases to ensure continuity and accuracy of work performed. Conduct regular audits of devices in field, inventory, and track devices sent in for RMA. Work with the supervisor to assess training needs. Assists with on-the-job training of the Wireless teams and other ITG work units; may include presentations to OHSU groups such as IT Contacts. Plan, produce, and implement follow up procedures concerning customer issues and concerns involving all methods of communications. Continued professional development. Other duties as assigned. 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. Experience to include resolution of customer needs and questions, interpreting and diagnostics, and ordering of mobile wireless devices. Experience working with databases. Experience with Spok Mobile, cellular/smartphone, tablets, or Vocera badges. Experience with loading, configuring and troubleshooting mobile apps. Knowledge, Skills, and Abilities An understanding of Telecommunication Mobile Wireless Technologies. Excellent oral, written, and interpersonal communication skills - effective two-way communications with customers, vendors, and internal staff using all/any communication methods. Strong diagnostics, logic and organizational skills, be detailed oriented, excellent follow through, must have a superior customer service record. Must be Microsoft Office Suite proficient, able to test satisfactorily in the use of each application. Must be able to multi-task in a stressful environment. Accurate typing skills. Demonstrate Core Competencies as established for your position. Preferred Qualifications Some travel between OHSU and HMC may be required. Hybrid work environment required. Typically 2 days on-site, 3 days remote. Monday-Friday, 7:30am - 4:00pm PT. 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. Why apply to OHSU? We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.edu

Responsibilities

Provide technical support and customer service for mobile wireless devices including provisioning, troubleshooting, and hardware management. Act as a technical lead for new wireless technologies by conducting testing, documentation, and performance analysis.