Field Technology Analyst

The Field Technology Analyst provides a high level, broad spectrum of technical analysis and support for computing and data communications technologies. Specifically, this class provides for field analysis of ITG core technologies and services, tier 1, 2, and some 3 support of those technologies, project management, and a conduit for communications and technical feedback between customers, field support, and ITG tier 3 support groups such as Systems Analysts/Engineers.

This position is distinguished by a hybrid combination of technology roles that include Systems Analyst, Field Service Technician, Project Manager and Help Desk Analyst. These are multi-tasking, broadly based positions that require a combination of analytic, technical, project management, and customer support skills to provide IT field support across all OHSU missions. The Field Technology Analyst is also distinguished by a broad spectrum and high degree of technical abilities, and the ability to effectively multi-task across job roles and across multiple technology platforms. These technology platforms may include but are not limited to stationary and mobile computing devices, multiple operating systems, virtualization, and converged technologies such as VOIP, Vocera, and other elements of unified communications. Lastly, this class is distinguished by a requirement to rapidly and dynamically respond to a rapidly changing technology environment.

Reporting to the Field Services Supervisor, the Field Technology Analyst provides advanced technical expertise and leadership, models service excellence and conduct, and develops cross-team communications to facilitate core competencies and best practices. The Field Technology Analyst also provides liaison with other ITG teams to communicate and assess operational issues, and test, integrate and help implement value added changes while mitigating negative issues in the network or field environment for the customer and ITG. 

Job Requirements

Minimum Qualifications:

Bachelor’s degree and two years Computer Science experience; OR 

Associate’s degree and four years Computer Science experience; OR 

An equivalent combination of training and/or experience.

• Experience with TCP/IP, and other networking protocols

• Understanding of Microsoft Networks at the operating system level, file/directory security, and user account level

• Proven Help Desk experience and customer relations skills

• Three years of field experience which includes resolving field hardware and software problems, installing Microsoft Windows and Macintosh operating systems and which included two years of networking experience on a large scale network

• Experience using SDLC or like processes to manage projects

• Project and/or team leadership

• Advanced, broad-based “technical generalist” skills

• Superior and proven technology  analytic skills that demonstrate accepted systems analysis processes

• Ability to rapidly adjust to changing priorities and make quick and good decisions with limited information

• Knowledge of and ability to assess and resolve issues with  core services, including: messaging, directory services, file services, identity management and user accounts

• Proven experience with IT technologies, principles, and best practices

• Ability and willingness to stay current on technologies and trends

• Proven knowledge of local area networks running  on Ethernet topology

• High level knowledge of IT security tools, practices and principles

• Proven expertise in currently deployed desktop computer

• operating systems, including installation and application support

•  Proven ability and expertise  deploying and troubleshooting desktops/laptops, wireless devices, components and peripherals and other IP based field technologies

• Excellent analytical and troubleshooting skills

• Superior oral, written, verbal and aural communication skills

• Ability to build relationships, respect and trust with customers and co-workers

Must possess or be able to obtain within 6 months:

• Microsoft Certified Solutions Associate (MCSA) for Windows 7 (MS 70-680 and 70-685 exams) or Windows 10 (MS 70-697 and MS 70-698); and

•  Apple Macintosh OS Essentials; and

• Dell TechDirect certification for Desktop and Laptop repairs

Preferred Qualifications:

• Bachelors in Information Systems of Computer Science

• Experience in a Heath Care, Research and or Academic environment

• Experience in a large network and campus environment (17,000 users)

• Formal Project Management Training (PMI)

• Linux Experience

• Experience with enterprise level data security encryption