Job Summary

Why OSU?

• 1,370 undergraduate and graduate students
• 78% from Oregon
• 42% Central Oregonians
• 24% first generation students
• 23% students of color
• 19 students on average per class
• 95% of 2023 graduates employed or in graduate school within 6 months of graduation
• 5,625 degrees awarded since founding

Academic Majors
A growing portfolio of degree programs at OSU-Cascades is designed to meet regional and state industry workforce and economic needs.

Research
Research underway at OSU-Cascades focuses on challenges in energy, the environment, human wellness, social justice and society. Labs at OSU-Cascades include the FORCE biomechanics lab, the Laboratory for the American Conversation and the Sustainable Tourism Laboratory.

Campus Development
OSU-Cascades’ campus development is driven by an award-winning long range development plan and engineering efforts that are transforming brownfields into a thriving university campus. Sustainability plans include net zero energy, waste and water goals. Initial sustainability efforts are seen in geothermal sourced energy to heat and cool buildings, and native plant landscaping requiring little or no irrigation. In addition to an academic core, campus plans includes a 24-acre innovation district, mid-market affordable housing, and 10-miles of walking/biking trails.

Working for Oregon State University is so much more than a job!

Oregon State University is a dynamic community of dreamers, doers, problem-solvers and change-makers. We don’t wait for challenges to present themselves — we seek them out and take them on. We welcome students, faculty and staff from every background and perspective into a community where everyone feels seen and heard. We have deep-rooted mindfulness for the natural world and all who depend on it, and together, we apply knowledge, tools and skills to build a better future for all.

FACTS:

• Top 1.4% university in the world
• More research funding than all public universities in Oregon combined
• 1 of 3 land, sea, space and sun grant universities in the U.S.
• 2 campuses, 11 colleges, 12 experiment stations, and Extension programs in all 36 counties
• 7 cultural resource centers that offer education, celebration and belonging for everyone
• 100+ undergraduate degree programs, 80+ graduate degrees plus hundreds of minor options and certificates
• 35k+ students including more than 2.3k international students and 10k students of color
• 217k+ alumni worldwide
• For more interesting facts about OSU visit: https://oregonstate.edu/about

Locations:

Oregon State has a statewide presence with campuses in Corvallis and Bend, the OSU Portland Center and the Hatfield Marine Science Center on the Pacific Coast in Newport.

Oregon State’s beautiful, historic and state-of-the-art main campus is located in one of America’s best college towns. Corvallis is located close to the Pacific Ocean, the Cascade mountains and Oregon wine country. Nestled in the heart of the Willamette Valley, this beautiful city offers miles of mountain biking and hiking trails, a river perfect for boating or kayaking and an eclectic downtown featuring local cuisine, popular events and performances.

Total Rewards Package:

Oregon State University offers a comprehensive benefits package with benefits eligible positions that is designed to meet the needs of employees and their families including:

• Medical, Dental, Vision and Basic Life. OSU pays 95% of premiums for you and your eligible dependents.
• Free confidential mental health and emotional support services, and counseling resources.
• Retirement savings paid by the university.
•  A generous paid leave package, including holidays, vacation and sick leave.
• Tuition reduction benefits for you or your qualifying dependents at OSU or the additional six Oregon Public Universities.
• Robust Work Life programs including Dual Career assistance resources, flexible work arrangements, a Family Resource Center, Affinity Groups and an Employee Assistance Program.
• Optional lifestyle benefits such as pet, accident, and critical illness insurance, giving you peace of mind and the support you need to thrive in all aspects of your life.

Oregon State University is deeply committed to the principles of a Health Promoting University. This commitment drives a collaborative approach across OSU’s safety and well-being programs, reducing silos and coordinating efforts to enhance employee safety and well-being. By prioritizing resources that support the health of both employees and students, OSU fosters a culture of care and a healthier campus environment where everyone can thrive.

Future and current OSU employees can use the Benefits Calculator to learn more about the full value of the benefits provided at OSU.

Key Responsibilities

• Responds directly to customer requests for assistance. Provides assistance to customers via phone, email, ticket system, walk-up and in-person onsite visits. Tracks all customer/user requests accurately and completely in ticketing system. Escalates more difficult problems to the appropriate technical support team or to management as needed. Ensures customer/user requests are addressed in a timely fashion.
• Maintains excellent customer relations and responds immediately and accurately to customer/user requests. Communicates regularly with customers and co-workers regarding problem status and resolution. Practices active listening to understand what customers/users are trying to accomplish and navigates technical challenges with customers/users to find a resolution.
• Installs, configures, supports and troubleshoots the following for customers/users: computer workstations and peripheral equipment including printers, print server, current versions of Microsoft Windows and Macintosh operating systems and associated software, mobile device platforms such as tablets and smartphones, Microsoft Office suite of applications, Adobe products, anti-virus and other utilities. May be assigned responsibility to monitor specific workflows related to these activities and report on deviations from expected norms to management. Recommends refresh or removal of equipment based on inventory database. Removes expired equipment, working closely with the Surplus Department, for resale, disposal, or donation. Manages the device refresh process. Maintains the loaner fleet and checkout process. Prepares equipment purchase recommendations and cost justifications.
• Supports and troubleshoots services provided by other divisions of UIT. Some examples are: network, email, learning management systems, and collaboration tools.
• Independently researches and resolves unique computer problems through consultation with vendors and colleagues. Acts as a liaison between the customer/user, suppliers, vendors and other technical groups to resolve technical issues. May serve as a subject matter expert for specific technical issues for the team.
• Responsible for planning and implementing the move or relocation of equipment during office or classroom shifts.
• Configures, installs, and supports VoIP phones and/or voicemail, working closely with Corvallis Telecom.
• Updates and maintains hardware inventory.
• May create and manage Active Directory objects/accounts and permissions.
• Analyzes customer/user needs and researches available products and systems to make recommendations that meet those needs.
• Configures computers and software according to OSU information security policy.

Classroom Computer and AV Equipment support 15%

• Provides general support and training for classrooms and conference room technology. Performs physical installation of equipment and verifies appropriate installation. Ensures accessibility to troubleshooting tools. Troubleshoots and resolves issues in a timely fashion.

Support Business Architecture 10%

• Displays professional behavior including: provides feedback in a constructive and tactful manner; contributes to a positive work environment; maintains excellent working relationships with colleagues in all departments; is reliable and punctual to assigned shift.
• May prepare proposals, cost estimates and justifications.
• Recommends to management changes and improvements to existing standards, processes and procedures.
• May provide training or presentations to colleagues on specific technical topics.
• May purchase equipment and technology for OSU Cascades users.
• Attends team meetings and provides input to decision-makers.
• Serves as a resource and mentor for UIT Business Architecture student technicians and staff as requested by management.

Educate Customers/Users 10%

• Helps educate customers/users about best information security practices.
• Writes user and technician documentation including user guides, instructor guides, and training publications or videos.

Documents and maintains processes and procedures. Professional Development 5%

• Based on business needs of the unit attends webinars, online training, industry conferences, or other events to keep current with information technology. Researches new technologies and prepares summaries for the team. Attends workshops or other training opportunities to improve interpersonal skills and customer service skills.

What we require

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.

What you will need

• Well-developed empathy and listening skills; the successful candidate will have an excellent ability to gauge customers’ technical abilities, to understand customer needs, and to overcome communication barriers.
• Experience providing direct customer support in a technical environment.
• Effective written, spoken and interpersonal communication skills.
• Demonstrated successful professional behavior.
• Demonstrated ability to support diverse users and promote inclusive technology practices through customer service, training, and documentation.

What we would like you to have