Information Technology Consultant 2

Location: Eugene, OR
Categories: Information Technology, Computer and Information Science
Department: Information Services
Classification: Info Technology Consultant 2
Appointment Type and Duration: Regular, Ongoing
Salary: $20.28 - $37.59 per hour
FTE: 1.0

Review of Applications Begins
January 8, 2024; position open until filled

Special Instructions to Applicants
Complete applications must include an online application, and resume that addresses how you meet the minimum and if any preferred qualifications.

We are interested in finding the best candidate for the position. We encourage you to apply, even if you don’t think you meet every one of our preferred qualifications--use your application to let us know what is meaningful to you about the role and what transferable skills or other qualities you would bring.

Department Summary
Information Services (IS) is the central information technology unit at the University of Oregon and provides wide ranging services to campus. Information Services consists of four major functional areas: Customer Experience, which serves as the key contact point for interactions with campus clients and customers; Applications & Middleware, which manages and supports applications, integration services, identity management and data management; Information Security, which helps protect virtual or physical information; and Technology Infrastructure, which provides administration and support for the software, hardware, and services needed to support the campus IT environment. Information Services also includes the Advanced Network Technology Center. IS works closely with the Network for Education and Research in Oregon.

Established in 1876, the University of Oregon offers a breadth and depth of curricula with more than 270 academic programs and provides the opportunity to work at a respected research university with a strong holistic, liberal arts foundation. The UO also has a history of political and social involvement that embraces diverse beliefs, cultures, and values, and it is committed to environmental responsibility.

The university is also proud of the Phil and Penny Knight Campus for Accelerating Scientific Impact, an initiative specifically designed to fast-track scientific discoveries and the process of turning those discoveries into innovations that improve the quality of life for people in Oregon, the nation and beyond. Information Services collaborates with Research and Innovation and our schools and colleges to support the research, teaching, and learning mission of the university.

Eugene is the home of the University of Oregon. Located in the lush Willamette Valley, Eugene is well-known for outdoor pursuits like running, cycling, rafting, and fishing, as well as arts, music, crafts, brewing, winemaking, and community-supported agriculture. With branches in Portland and on the Oregon coast, the UO is deeply connected to Oregon's natural and cultural treasures.

Position Summary
This Information Technology Consultant 2 position is a key technical resource for academic and research units supported by User Support Services - Academic South. With a focus on customer service, this position utilizes strong troubleshooting and communication skills for daily in-person and ticket-supported interactions with university faculty, staff, and HEDCO Clinic professionals who need assistance diagnosing and solving complex technology problems and having them explained in non-technical terms. This position requires broad knowledge of multiple computing platforms and careful analysis of solutions suitable for research that encompasses large-scale center-based projects and diverse academic programs. It requires continual assessment and adjustment of priorities to meet the dynamic needs of interconnected academic and research programs as well as the ability to manage multiple projects, reorganize workflow to expedite solutions, and collaboration with groups on and off campus to coordinate resources and evaluate new products and systems. This position generates reports to track and improve services, regularly contributes to knowledge base documentation, recommends solutions based on best practices and campus policies, and chooses the best course of action from carefully considered options and interpretation of customer needs. This position is aware of HIPAA requirements and regulations, cyber security, network protocols, and device configurations that ensure privacy while maintaining therapeutic service needs in an integrated healthcare setting.

In order to be considered, all applications must be submitted here: https:/ /careers.uoregon. edu/en-us/job/532995/information-technology-consultant-2

We welcome applications from candidates with diverse professional backgrounds, and we acknowledge that the professional competencies for this role can be developed through a variety of ways.

Minimum Requirements
• 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.

Professional Competencies
• Excellent problem-solving skills.
• An ability to analyze information and diagnose situations and configurations to maximize the functionality of classroom, hardware, and software systems.
• Excellent communication skills and ability to disseminate information verbally, in written form and across an array of multimedia types.
• Ability to work and communicate effectively with faculty, staff, and students from a variety of diverse backgrounds and needs.
• Ability to cooperatively work with others.
• Maintain a respectful workplace and model a positive and proactive attitude.
• The ability to defuse difficult or complex situations when working with external customers and coworkers.
• Experience solving problems with vendors, outside companies, and agencies in the context of system compatibility and behavior. Including the assessment of new tools for technicians and customers.
• Ability to assess users’ skill level and communicate appropriately to their level of understanding in both written and verbal form.
• Ability to translate technical information to nontechnical people.
• Ability to apply a broad knowledge of computer and AV systems to successfully troubleshoot device and connectivity issues relating to Video and Audio.
• Understanding of HIPAA rules and standards.

Preferred Qualifications
• Experience managing customer support requests using an IT Service Management system.
• Experience and knowledge working in higher education IT.
• Experience with supporting end user computers in a professional work environment.
• Experience with videoconferencing concepts and technologies.
• Experience in writing knowledge base documentation.
• Experience with project management concepts and practices.
• Experience managing and securing sensitive data in an integrated healthcare setting.
• Experience with ITSM/ITIL concepts, including Incident and Change Management.
• Experience with enterprise device management, using enterprise device management tools such as SCCM and JAMF.

FLSA Exempt: No