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Office of the Chief Information Officer
Vice President for Information Technology

Customer Service Team

Duties and Responsibilities

Provide first-level support for:

  • LYNX managed desktop environment, including troubleshooting App-V and local workstation problems
  • Exchange and Outlook (Windows- and Macintosh-based clients)
  •  Password resets for Oacis, Keane, and Centricity
  •  Keane record sharing
  • Security initiatives, such as Mobile Device Management and Two-factor authentication
  • Shared resource management (e.g., N:/U:/B: drives)
  • Epic Ambulatory, ASAP and Kaleidoscope applications
  • Access Management (e.g., network account; shared resources)
  • Printer installations
  • Unplanned downtimes
  • Triage for ~ 180 applications / systems / categories

Support documentation

  • Work with other OCIO teams to maintain Service Management knowledge base notes and automate service level standards and workflows
  • Work with other OCIO teams to update web-based self-support documents

Standards

  • Hours of Operation: Monday through Friday, 7am to 5:45pm; 8am to 3:00pm most holidays
  • Target closure: 62%
 
 
 

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