Computer User Support Analyst, Level 2

Oregon Health & Science University Foundation

Computer User Support Analyst providing IT support for OHSU's staff and partners. Responsible for triaging support requests and maintaining customer relations.

Posted 6/9/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $33 - $45 per hourWebsite

Tech Stack

Tools & technologies

AndroidiOSMacOSTCP/IP

About the role

Key responsibilities & impact

Provide known fixes or workarounds that contribute to customers being returned to service in a timely fashion.
Triage all incoming Service Requests to the Service Desk and either resolve the request or escalate them to the relevant second or third tier support team.
Maintain accurate records of customer interactions using ITG’s Service Management platform.
Accurately assess the Impact and Urgency of Service Requests and Incidents.
Contribute to Problem Management efforts by recognizing patterns amongst seemingly disparate issues.
Respond to customer requests for information by either providing documentation or by giving “how-to” instruction.
Provide first contact resolution for most customer issues around encryption support, account lockouts, account provisioning, and other common issues.
Appropriately escalate those Service Requests that cannot be resolved on the initial interaction.
Collaborate with teammates through the approved collaboration platforms (MS Teams, Jira Confluence wiki, SharePoint).
Maintain familiarity with support information in the FTS wiki (see Documentation below).
Maintain familiarity with OHSU-wide information sources such as OHSU Now, O2 (OHSU’s intranet), ITC Knowledge Community, etc.
Maintain familiarity with the roles of other teams within ITG so that incoming support requests can be escalated appropriately.
Maintain superior oral, written and aural communication skills and pro-actively build relationships, respect, and trust with customers and colleagues.
Provide follow up customer communication when necessary.
Contribute to the FTS wiki by updating and adding information where needed.
Help with testing of new ITG services and Microsoft and Apple security patches and upgrades, as appropriate.

Requirements

What you’ll need

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.
Advanced, broad-based “technical generalist” skills.
Experience with TCP/IP, and other networking protocols, as well as network printing.
Experience with both Windows and MacOS.
Experience with both IOS and Android based smartphones.
Proven Service Desk experience and customer relations skills.
Ability and willingness to stay current on technologies and trends.
Superior oral, written, verbal and aural communication skills.
Ability to build relationships, respect and trust with customers and co-workers.

Benefits

Comp & perks

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.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

TCP/IPnetworking protocolsnetwork printingWindowsMacOSiOSAndroidtechnical generalistService Desk experiencecustomer relations

Soft Skills

oral communicationwritten communicationverbal communicationaural communicationrelationship buildingtrust buildingrespectproblem managementcollaborationcustomer service

Certifications

Associate’s degreeBachelor’s degree in Computer Scienceequivalent combination of training and/or experience