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 staffs 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 OHSUs Code of Conduct and policies. The incumbent is responsible for understanding and complying with ITGs 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 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, 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 users 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.
An Associates degree plus two years computer support experience; OR
Bachelors degree in Computer Science or related field; OR
An equivalent combination of training and 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.
Job Related 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
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 firstname.lastname@example.org.
As the state's only health and research university, OHSU brings together patient care, research, education of the next generation of health care providers and scientists and community service to improve the health and well-being of all Oregonians.The university is a conduit for learning for more than 2,800 students, providing training to interns, residents and fellows in postgraduate medical and research. It is the only place in Oregon that grants doctoral degrees in medicine, dentistry and nursing. OHSU cares for more than 251,000 patients each year from around the region and takes a leadership role in contributing to solutions involving the health of the state and the nation, such as health care access and transparency, ethics and workforce shortage. Beyond providing critical health care services, quality education and cutting-edge research, OHSU also is a key economic and social force in the Northwest. With an annual operating budget of $2.06 billion and more than 14,000 employees, OHSU is Portland?s largest employer. Its size contributes to its ability to provide... many services and community support activities not found anywhere else in Oregon. For more information visit http://www.ohsu.edu/xd/about/index.cfm