• Responsible for the availability of the Ivanti Endpoint Management Suite and associated services provided through this technology (Patch Management, OS Provisioning, Software Delivery). • Responsible for the development, implementation and communication of associated Plan, Build, Check and Run activities associated with Ivanti such as the corporate build, patch content creation, packaging deployments, patch deployments, custom content creation for vulnerabilities, queries and reporting and maintenance of an Ivanti environment including migrations and upgrades and security (roles-based access control). • Responsible for investigation and remediation of any security vulnerabilities in the Front Office estate within agreed timelines and ensuring minimal impact to the customer experience. • Through standards, ensure security hardening across all Front Office platforms through configuration and regular patch management of both the operating system, Consumer-of-the-shelf (COTS) applications and Cubic software. • Through continuous improvement, assist in maturing packaging and delivery strategy to include areas such as application delivery, antivirus, security patching, drivers /updates, and endpoint build (PCs/ laptop/VM), and Operating System deployment. • Manage and maintain system and process documentation libraries. • Take ownership and accountability of the full life cycle of patch deployments (‘Test’ > ‘Vanguard’ > Production) • Maintain awareness of technical developments within the industry and contribute to roadmaps for the Infrastructure Services. • Maintenance of an Ivanti environment including upgrades and security RBAC (roles-based access control) management. • Participate in projects to deliver customized software distribution to bespoke hardware and devices and provide hand-off processes and procedures. • Escalation of issues to line management as required and contribute to their resolution. • Support with any training requirements resulting from technical changes within Service organisation.

• 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.

• Serve as first point of contact for healthcare staff submitting support tickets via phone, email, or chat • Triage and prioritize incoming requests based on urgency and patient care impact • Troubleshoot and resolve Tier 1 issues including login/authentication problems, account setup, audio quality, template usage, and general platform navigation • Escalate complex or unresolved issues to the Customer Support Specialist or Program Manager with thorough documentation • Follow established SLA guidelines, targeting critical issue resolution in <2 hours and standard issues in <24 hours • Maintain accurate, detailed ticket records in the ticketing system (e.g., Zendesk, ServiceNow, or Jira)

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Job Description: At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you. About the Team: We deliver exceptional remote support to field technicians, ensuring the successful and seamless installation, troubleshooting, and maintenance of customer equipment. By providing expert guidance, technical readiness, and swift issue resolution, we empower our field teams and customers, enhancing operational efficiency and customer satisfaction with every interaction. We are the trusted backbone of XTIUM’s Field Services operations, continuously driving innovation in remote technical support, fostering collaborative partnerships with field technicians and customers, and delivering consistent, high-quality service that anticipates and resolves challenges before they arise. About the Role: The Field Tech Support is a vital member of XTIUM’s Field Services team, providing expert remote support to field technicians and ensuring the successful execution of customer equipment installations, troubleshooting, and problem resolution. This role involves managing critical customer service interruptions, providing first-level escalation support, and acting as a subject matter expert for assigned tickets. The technician will work in a dynamic, fast-paced environment to address technical issues, drive resolutions, and contribute to continuous service improvement processes. Job Responsibilities: - Provide first-level escalation support for critical incidents and problem management, including fault isolation, troubleshooting, and resolution of customer service interruptions. - Serve as the subject matter expert for assigned customer accounts, taking ownership of complex issues and driving them to resolution. - Identify the root causes of problems and implement corrective actions to prevent recurrence. - Deliver ongoing recommendations for continual service improvement, including refining technical readiness processes and project workflows. - Act as the primary point of escalation for field technicians on supported work orders, offering guidance and assistance as needed. - Monitor and ensure the quality of technician performance on supported work orders, providing feedback and oversight to maintain high standards of service. - Collaborate with customers and end users to resolve technical issues and provide clear communication regarding status, resolution, and timelines. - Conduct technical readiness calls with field technicians to ensure proper preparation for scheduled work. - Support a variety of customer-provided equipment and solutions, providing remote technical assistance to ensure seamless deployment and operation. - Maintain a customer-focused approach, balancing technical problem-solving with exceptional customer service. Job Qualifications: - Extensive technical knowledge in data communications, including routing, switching, wireless systems, and Cisco Unified Communications. - Proven experience in a technical support or field services role, with a focus on troubleshooting and problem resolution. - Strong understanding of fault isolation and escalation procedures for critical incidents. - Excellent communication skills, with the ability to clearly explain complex technical issues to both internal teams and customers. - Ability to manage multiple priorities in a fast-paced environment, demonstrating initiative and ownership of issues. - Strong customer service mentality with a proven ability to handle difficult customer situations and resolve issues efficiently. - Experience with remote support tools and methodologies is preferred. - Ability to work independently and collaboratively within a team environment. - Familiarity with technician quality oversight and ensuring adherence to service standards is a plus. XTIUM is an equal opportunity employer. #LI-DNI