This recruitment will be used to fill one full-time IT Consultant position for OSU-Cascades in Bend, Oregon. Reporting to the OSU-Cascades Assistant Director of Client Services, the Information Technology Consultant serves as a key member of the IS Service Desk within the Client Services unit of Information Services and is located at the OSU-Cascades campus in Bend, Oregon. The position exists to provide computer support to faculty, staff, and students at OSU-Cascades campus as well as support applications and operations of all forms of audiovisual, video, and computer projection needs. This position will offer the opportunity to work with a range of technology and engage with a diverse user base.
The successful candidate profile for this role will be an individual who is technically adept and has experience providing solutions to simple and/or complex technical scenarios, while collaborating with end-users, colleagues, or support teams. This individual should possess strong verbal communication, organizational skills, and interpersonal skills, which are critical components for success in this position.
OSU-Cascades, located in Bend, Oregon, is a branch campus of Oregon State University. Established in 2001, the university currently enrolls more than 1,300 students in bachelor’s and master’s degree programs. The campus expanded to a four-year university in 2015, opened its 10-acre campus in fall 2016, and the Oregon legislature approved additional funding in 2017 and 2018 for continued campus expansion, which is currently in progress. The branch campus has ambitious enrollment goals to reach 3,000 students and is engaged in building a culturally diverse and community-centric educational environment.
This position involves independent decision-making concerning the resolution of hardware and software problems; consultation with IT managers and other Information Technology Consultants may be required to resolve difficult or non-standard issues. The incumbent must prioritize tasks quickly to assure maximum efficiency of staff and resources, and responds proactively, performs necessary modifications, if possible, to ensure that the problem will not recur. This position makes decisions regarding suitable hardware and software recommendations needed by users to perform their work efficiently.
The effect of these decisions may result in loss of end-user data, equipment, or classroom instructional time. Attention to detail and retention of information needed to resolve problems efficiently is required. This position is expected to have enough knowledge to act in the customer’s best interest and is expected to use good judgment and when appropriate consulting with management before acting.
Service Desk 60% Responds directly to customer requests for assistance. Provides assistance to customers via phone, email, ticket system, walk-up and in-person onsite visits. Tracks all customer/user requests accurately and completely in ticketing system. Escalates more difficult problems to the appropriate technical support team or to management as needed. Ensures customer/user requests are addressed in a timely fashion. Maintains excellent customer relations and responds immediately and accurately to customer/user requests. Communicates regularly with customers and co-workers regarding problem status and resolution. Practices active listening to understand what customers/users are trying to accomplish, and navigates technical challenges with customers/users to find a resolution. Installs, configures, supports and troubleshoots the following for customers/users: computer workstations and peripheral equipment including printers, print server, current versions of Microsoft Windows and Mac operating systems and associated software, mobile device platforms such as tablets and smartphones, Microsoft Office suite of applications, Adobe products, anti-virus and other utilities. May be assigned responsibility to monitor specific work flows related to these activities and report on deviations from expected norms to management. Prepares recommendations, cost justification, and purchases equipment. Supports and troubleshoots services provided by other divisions of Information Services. Some examples are: network, email, learning management systems, and collaboration tools. Assists in the daily operations of the IS Service Desk and Community Network service through assigned specialized tasks such as ticket triage, appointment checking, scripting, computer image and software package management, loaner fleet management, hardware inventory management, mentoring students in the call center and walk-up, and other duties as assigned. Independently researches and resolves unique computer problems through consultation with vendors and colleagues. Acts as a liaison between the customer/user, suppliers, vendors and other technical groups to resolve technical issues. May serve as a subject matter expert for specific technical issues for the team. May create and manage Active Directory objects/accounts and permissions. Manages faculty/staff on-boarding and off-boarding tasks. Analyzes customer/user needs and researches available products and systems to make recommendations that meet those needs. Configures computers and software according to OSU information security policy.
Classroom Computer/AV Equipment and System Support 20% Provides support for classroom and conference room technology, working closely with Academic Technologies (located in Corvallis). Troubleshoots, repairs, and replaces equipment to ensure they are in good working condition and properly maintained. Performs physical installation of equipment and verifies appropriate installation. Ensures accessibility to troubleshooting tools. Troubleshoots and resolves issues in a timely fashion. Installs, configures, supports, troubleshoots, tracks, and maintains all computers/devices and printers on campus. Recommends refresh or removal of equipment based on inventory database. Removes expired equipment, working closely with the Surplus Department, for resale, disposal, or donation. Assists with the device refresh process. Maintains the loaner fleet and checkout process. Prepares recommendations, cost justification, and purchases equipment. Responsible for planning and implementing the move or relocation of equipment during office or classroom shifts. Installs, configures, supports and documents software applications on machines. Plans and implements machine re-imaging, working closely with Corvallis Campus Labs and Classroom Technology Services. Responsible for upkeep of printer firmware. Configures, installs, and supports VoIP phones and/or voicemail, working closely with Corvallis Telecom. Updates and maintains hardware inventory. Recommends changes and improvements to existing standards, hardware, and software based on customer/user need. Independently researches and resolves unique computer problems through consultation with vendors and colleagues.
Educate Customers/Users 10% Helps educate customers/users about best information security practices and utilization of technologies. Writes user and technician documentation including user guides, instructor/staff guides, and training publications or videos. Documents and maintains processes and procedures.
Professional Development 5% Based on business needs of the unit attends webinars, online training, industry conferences, or other events to keep current with information technology. Researches new technologies and prepares summaries for the team. Attends workshops or other training opportunities to improve interpersonal skills and customer service skills.
Other duties as assigned 5%
Minimum qualification: This classification requires a basic foundation of knowledge and skills of technology and information systems generally obtained through an AA degree in computer science, information systems, educational technology, communications, or related fields, or similar certified course work in applicable fields of study and at least one year of related work experience.
Ability to gauge customers’ technical abilities, understand customer needs, and overcome communication barriers.
Experience configuring and troubleshooting email clients such as Microsoft Outlook (for Windows and Mac), Exchange ActiveSync and Outlook Web App.
Experience installing and supporting the Microsoft Office suite (for Windows and Mac)
Experience troubleshooting and repairing PC and Mac computer hardware.
Working knowledge of Active Directory and Exchange including creating and managing user accounts, and supporting email clients in an AD/Exchange environment.
Knowledge of network fundamentals.
Experience providing direct customer support in a technical environment.
Effective written, spoken and interpersonal communication skills.
Demonstrated ability to assist others in completing work assignments.
Demonstrable commitment to promoting and enhancing diversity.
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a Criminal History Check and be determined to be position qualified as per OSUSTANDARD 576-055-0000 et seq. Incumbents are required to self-report convictions and those in Youth Programs may have additional Criminal History Checks every 24 months. Offers of employment are contingent upon meeting all minimum qualifications including the Criminal History Check Requirement.
This position requires driving a university vehicle or a personal vehicle on behalf of the university; therefore, the incumbent must successfully complete a motor vehicle history check, possess and maintain a current, valid driver’s license in their state of residence, be determined to be position qualified and self-report convictions as per University Policy 05-030.