Wireless Services Support Analyst (Computer User Support Analyst 2)
Company: Oregon Health & Science University
Location: Portland
Posted on: June 25, 2022
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Job Description:
The ITG Wireless Office provides a central point of contact to
meet OHSU staff's immediate needs for mobile wireless
communications (paging services, 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.Reporting to the Wireless Manager, the Incumbent is
responsible for operational support of wireless devices and plans
for end users, and technical escalations related to wireless
equipment issues that require a high level of analytical ability to
troubleshoot and resolve. As such, the Incumbent provides advanced
support for core OHSU wireless systems; performs complex analysis
/troubleshooting to resolve problems. The primary duties include
timely and high-quality customer service while serving as a role
model for compliance with OHSU's Code of Conduct and policies. The
incumbent is responsible for understanding and complying with ITG's
Expectation of Employees.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
ManagementMIS / 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, pagers,
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 pagers, 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.Education:An Associate's degree plus two
years computer support experience: ORBachelor's degree in Computer
Science or related field ORAn equivalent combination of training
and experience.Experience:+ Experience to include resolution of
customer needs and questions, interpreting and diagnostics, and
order+ Experience working with databases.+ Experience with hand
held paging devices, cellular/smart phone, tablets, or Vocera
badges.+ Experience with loading, configuring and troubleshooting
mobile apps.Job Related Knowledge, Skills and Abilities
(Competencies):+ 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 (Leading Self,
Leading Others, Leading Leaders, Leading Function)Please note:
Effective Oct. 18, 2021, all OHSU employees are required to be
fully vaccinated against COVID-19 unless they have an approved
medical or religious exception. If you are hired by OHSU after Oct.
18, you will need to be fully vaccinated (or obtain an approved
exception) prior to starting work, and need to provide proof of
vaccination (or approved exception) within 10 days of starting
work.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.Recruitment ID:
2022-16691 External Company URL: dturner Street: Downtown Job Type:
AFSCME union represented Posting Department: Information Technology
Group (ITG) Posting Pay: $26.93 - $34.05 per hour Posting FTE: 1.00
Posting Schedule: Monday-Friday, Hybrid - typically 2 days in
office and 3 days remote. Posting Hours: 7:30am-4:00pm HR Mission:
Central Services Drug Testable: No Department Overview: The ITG
Wireless Office provides a central point of contact to meet OHSU
staff's immediate needs for mobile wireless communications (paging
services, 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.Reporting to the
Wireless Manager, the Incumbent is responsible for operational
support of wireless devices and plans for end users, and technical
escalations related to wireless equipment issues that require a
high level of analytical ability to troubleshoot and resolve. As
such, the Incumbent provides advanced support for core OHSU
wireless systems; performs complex analysis /troubleshooting to
resolve problems. The primary duties include timely and
high-quality customer service while serving as a role model for
compliance with OHSU's Code of Conduct and policies. The incumbent
is responsible for understanding and complying with ITG's
Expectation of Employees.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 ManagementMIS /
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, pagers, 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 pagers, 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.Required Qualifications: Education:An
Associate's degree plus two years computer support experience:
ORBachelor's degree in Computer Science or related field ORAn
equivalent combination of training and experience.Experience:+
Experience to include resolution of customer needs and questions,
interpreting and diagnostics, and order+ Experience working with
databases.+ Experience with hand held paging devices,
cellular/smart phone, tablets, or Vocera badges.+ Experience with
loading, configuring and troubleshooting mobile apps.Job Related
Knowledge, Skills and Abilities (Competencies):+ 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 (Leading Self,
Leading Others, Leading Leaders, Leading Function)AAEO Language:
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.
Keywords: Oregon Health & Science University, Portland , Wireless Services Support Analyst (Computer User Support Analyst 2), IT / Software / Systems , Portland, Oregon
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