Department: Information Services
Classification: Info Technology Consultant 2
Appointment Type and Duration: Regular, Ongoing
Salary: $20.28/hour - $37.59/hour
Review of Applications Begins
Open until filled with priority review date: February 16, 2024
Special Instructions to Applicants
Please submit a current resume and a cover letter outlining how your experience meets the minimum qualifications of the position.
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.
The information Technology Consultant 2 utilizes a service ticketing system to provide desktop and room support on information technology-based systems for the campus community. This includes using a broad knowledge of technology and areas beyond basic technology to interpret new service requests and evaluate them for action, escalation, or assignment to another IT group. This position will handle technology support requests from university faculty, administrative staff, and students. This position is highly customer service focused and involves the provisioning and troubleshooting of computers and peripherals, network interfaces, operating systems, productivity and enterprise applications, cyber security and general orientations. This position is expected to serve as a technical resource when communicating with customers to recognize, track, report, and resolve problems. This may also include assessing the performance of current systems, evaluating new products for campus, resolving non-routine problems, and translating technical information to non-technical users. This position also participates on department and campus wide IT projects that require the position to analyze technical requirements and business needs of supported units in order to develop appropriate solutions. This position will often work independently to manage their daily work, develop and test alternative solutions that best meet the interests of stakeholders, and collaborate on solutions to organizational challenges.
Interactions and contacts occur daily with the campus community in the course of performing work and responding to emergencies. This position works as a member of a team while frequently performing tasks independently. This position can make decisions about the best method and materials necessary to perform a particular task within policy guidelines. Responsibilities may also include setting priorities, assessing customer needs and responding to those needs.
Work is reviewed regularly by the supervisor as needed to ensure it is performed efficiently, safely, and meets both expectations and applicable requirements. A performance appraisal is conducted annually.
This unit may provide essential services during times of emergencies and inclement weather. This position may be required to fulfill essential services and functions during these times.
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.
• This classification requires a foundation of knowledge in supporting computing hardware, operating systems, productivity software, and general computer maintenance that would be obtained through an associate degree, preferably in computer science or a related technical field, or equivalent technical training and/or experience.
• Excellent problem-solving skills.
• An ability to analyze information and diagnose situations and configurations to maximize the functionality of 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.
• Ability to cooperatively work with others.
• Maintain a respectful workplace and model a positive and proactive attitude.
• 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 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
All offers of employment are contingent upon successful completion of a background inquiry.
This is a classified position represented by the SEIU Local 503, Oregon Public Employees Union.
The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans, and paid time off. For more information about benefits, visit http://hr.uoregon.edu/careers/about-benefits.
The University of Oregon is an equal opportunity, affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, please contact us at email@example.com or 541-346-5112.
UO prohibits discrimination on the basis of race, color, sex, national or ethnic origin, age, religion, marital status, disability, veteran status, sexual orientation, gender identity, and gender expression in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Title IX Coordinator, Office of Civil Rights Compliance, or to the Office for Civil Rights. Contact information, related policies, and complaint procedures are listed on the statement of non-discrimination.
In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at https://clery.uoregon.edu/annual-campus-security-and-fire-safety-report.