Wireless Services Support Analyst (Computer User Support Analyst 2)

Company: Oregon Health & Science University
Location: Portland
Posted on: June 25, 2022

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