Address
Form of work
Salary[HYBRID] External Identity Support (Info Tech 1)
(23000BCX)Who We Are
The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:
- Public Assistance
- Workforce Development
- Unemployment Insurance
- Child Protective Services
- Adult Protective Services
- Adoption
- Childcare
- Child Support
Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone’s world!
Agency Mission
To improve the well-being of Ohio's workforce and families by promoting economic self-sufficiency and ensuring the safety of Ohio's most vulnerable citizens.
Our Vision
To be the nation's leading workforce development and family support system.
Our Values
Accountability, Innovation, Teamwork, Integrity, and Compassion
Office of Information Services
The Office of Information Services (OIS) works to support the business functions and the delivery of health, human, and employment services through the application of information technology. OIS supports the delivery of programs to millions of recipients through the development and round-the-clock operation of automated information systems. Due to the number of end-users and technologies supported, OIS is one of the largest and most complex IT organizations within Ohio state government. Learn more about the Office by visiting the ODJFS OIS webpage.
What You’ll Do
Answer Calls and Transferred calls from Business Contact Center(s) for Agency OHID Support issues. Interact with the Innovate Ohio Platform (IOP) Support team and the JFS Access Management team to escalate complex or difficult issues. Research status of OHID accounts for citizens. Verifies and validates the identity of citizens based on a security procedure. Assists citizens with OHID Login issue and account recovery. Uses Agency IT Service Management and other case management tools as required to make request/issues. Identifies potential fraud and escalates. Assists citizens with Identity and OHIO creation/setup. Tracks and updates status of citizen issues. Organizes and prioritizes return/ follow up calls to citizens. Compiles results, summarizes information, and provides reports to management. Should be able to identify P1, P2 versus P3 incidents and escalate to lead as needed. Assists in maintaining documentation with current procedures and policies.
Schedule: Travel is not expected. Occasional training or professional development opportunities may require travel.
Travel: 8AM-5PM
PN(s): 20039763
The ideal candidate, at minimum, must have the following:
Option 1:
- 6 months combined work experience in any combination of the following: computers, electronics, in telecommunications performing routine analysis, programming, installation, maintenance or systems support, solving problems with pre-determined methods on basic hardware or software including experience providing customer support.
Option 2:
- 2 courses in computer science or information systems.
Option 3:
- The equivalent of minimum class qualifications for employment noted above.
Technical & Professional Skills Utilized: Information technology, Attention to detail
Tips For Your Application
When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.
Pay Information
This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 30. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $23.49 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.
Pay Range 30
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Hourly
$23.49
$24.39
$25.45
$26.63
$27.84
$29.06
$30.55
Annual
$48,859
$50,731
$52,936
$55,390
$57,907
$60,445
$63,544
Months of Employment
At Hire
6 months
18 months
30 months
42 months
54 Months
66 Months
What’s In It For You
We offer our employees a sustainable lifestyle that includes a flexible work life balance making our agency a great place to work!
At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website. Our benefits package includes:
Medical Coverage
- Quality, affordable, and competitive medical benefits are offered through the Ohio Med PPO plan. For more information, check out the 2023-24 MyBenefits Guide Online flipbook or PDF copy and see pages 8-9 for costs.
Dental, Vision and Basic Life Insurance
- Dental, vision and basic life insurance premiums are free after one year of continuous service.
Time Away from Work and Work/Life Balance
- Paid time off, including vacation, personal, and sick leave
- 11 paid holidays per year
- Paid Childbirth/Adoption leave
Ohio Public Employees Retirement System
- OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website for more information.
Deferred Compensation
- The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. As a new employee, you will be automatically enrolled into Ohio Deferred Compensation unless you opt-out within 90 days of hire date. Visit the Ohio Deferred Compensation website for more information.
Supplemental Information
EEO Statement
Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. To request an ADA reasonable accommodation, please email ADA_Public@jfs.ohio.gov.
Telework Policy
ODJFS may require occasional in-person meetings for training or other operational needs. You will have access to ODJFS shared workspaces, if needed. Employees are required to sign a teleworking agreement upon their first day. Schedules are subject to change based on the agency’s operational needs and telework status. Telework is considered a privilege and agreements are reviewed annually.
The final candidate selected for the position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal conviction(s) will be made before excluding an applicant from consideration.
Status of Your Submitted Application
To check the status of a job application, sign-in to your profile and click on the "My Jobpage" tab to view completed submission. Check Job Status, and Submission Status, to see if there are any changes in status and View Email Messages to see if email correspondence was sent. We will correspond with applicants if they are selected for an interview.
