Role Description The CUSA1 is an entry level position that is expected to resolve most incoming support requests that deal with commonly known issues. These types of requests include: - Device encryption - Identity management and account access issues - Unified Communications (phone) - Basic audio-visual support Requests that cannot be resolved quickly can be escalated either through warm transfer to other analysts or through an Incident ticket. Most requests for support will come via phone call to the Service Desk, but customers may also request support via chat or browser-based contact form. CUSAs must be accurate, detailed communicators with both customers and colleagues. They must be able to multi-task, anticipate customer needs and thrive in a fast-paced environment. Tier 1 Service Desk Support and Analysis - Provide encryption support using approved enterprise encryption tools. - Troubleshoot account lockout and password related issues. - Troubleshoot, triage and provide how-to support for Unified Communications and Cisco VoIP phone issues and questions. - Troubleshoot, triage and provide how-to support for account provisioning, identity management and account access/permission issues and questions. - Troubleshoot, triage and provide how-to support for audio-visual technology issues and questions in class- and conference rooms. - Troubleshoot other common known issues to resolution and escalate other issues when necessary. - Document all ticket information according to standard operating procedures. - Follow up with customers when necessary. - Maintain superior oral, written and aural communication skills and build relationships, respect and trust with customers and colleagues. - Develop and maintain knowledge base for ITG support; work with other ITG groups to identify and verify information for knowledge base entry. Administrative Work - Provide backup for ITG Service Request Office per standard operating procedures. - Other duties as assigned. Qualifications - An Associate’s degree in computer science or related field; OR - Two years of computer support experience; OR - An equivalent combination of training and/or experience. Requirements - Experience in hospital or medical setting. - Experience in a high-volume call center environment. - Proficient/savvy computer user. - Experience with Microsoft Active Directory. - Understanding of encryption technologies, VoIP phones and A/V equipment. Benefits - 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. Company Description We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.edu.

• Build and maintain trusted customer relationships through integrity, responsiveness, and a strong commitment to customer success. • Provide preventative maintenance, onsite support, and remote service for sanitation systems and related technologies. • Conduct site assessments to determine appropriate equipment placement based on facility layout and customer requirements. • Transport and deliver equipment to customer locations. • Maintain strong knowledge of all products used with the Micro sanitation system. • Configure, maintain, and adjust sanitation system software according to customer specifications. • Train customer staff on system operation, inventory control procedures, and best practices. • Prepare, complete, and maintain all required documentation related to service, maintenance, and customer support activities.

• Diagnose, troubleshoot, and resolve API and SDK use issues alongside customers codebases (Python or TypeScript). • Reproduce customer-reported bugs, identify likely causes in our codebase, and collaborate with Engineering to resolve them. • Own support communications with developers using Braintrust — primarily via Slack and email — and build trust through clear, technical, and empathetic communication. • Write and maintain knowledge base documentation that turns unknowns into knowns, unblocking future developers. • Identify opportunities to improve the developer experience, including tools, documentation, and support workflows. • Write scripts, fix bugs, and contribute to internal tooling that enhances the support process. • Capture and relay customer feedback to Product and Engineering, helping shape roadmap priorities. • Participate in on-call rotations, responding to critical customer issues or providing coverage during local holidays. • Provide technical mentorship to cross functional peers and guide support processes and escalation handling. • Develop and champion opinionated stances on improving developer experience and product reliability.

• Be the first point of contact for client issues via phone, email, and automated alerts. • Triage tickets: identify the problem, assess severity, and escalate when needed. • Keep clients updated throughout the resolution process — no one likes radio silence. • Configure and deploy new workstations; migrate data and applications. • Troubleshoot Windows PCs, servers, and common hardware issues. • Support Active Directory, DNS, file/folder security, print servers, and certificates. • Monitor and troubleshoot client LAN environments. • Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver). • Document everything in IT Glue — seriously, everything.