Service Desk & Technical Support Analyst (Information Systems Specialist 4)

Initial Posting Date:
03/06/2024
Application Deadline:
03/17/2024
Agency:
Employment Department
Salary Range:
$4,741 - $7,170
Position Type:
Employee
Position Title:
Service Desk & Technical Support Analyst (Information Systems Specialist 4)
Job Description:
Can you successfully balance competing priorities? Do you have exceptional customer service and troubleshooting skills? Are you an IT Professional who has a proven track record working with a busy Service Desk? If so, please consider joining our Information Technology team!
At the Oregon Employment Department, we actively support a workforce that is representative of the people we serve including people from various races, genders, abilities, cultures, language skills, geographic locations, and justice system involvement. We value your life experiences and encourage everyone to apply with your transferable skills and qualifications from your work, school, and volunteer experiences.
What You Will be Doing:
In this role you will:

• Provide customer service and Technical Support for OED users and manage day-to- day service delivery problems, in person and remotely
• Troubleshoot various technology systems and hardware used by OED staff, customers and partners
• Install standardized computer equipment and applications, including consultation and hardware acquisition
• Communicate with OED users via telephone queue, email and Teams
• Participate in the Service Desk phone queue by fielding customer calls during assigned shifts
• Document procedures and processes; provide timely documentation in ticket system of all work performed, related correspondence, and attachments.
• Collaborate with other IT teams, OED Business sections, and agencies
• Communicate to OED users about events, planned and unplanned service interruptions, or general technical notifications via email
• Educate customers on procedures and processes
• Occasional in-state and overnight travel may be required

For a full Position Description, please click here.
What We Are Looking For (Desired Attributes):

• Experience providing remote, telephone and in-person support in a Technical Support role
• Experience supporting Microsoft Windows OS and Microsoft Office/M365
• Experience troubleshooting computer desktop hardware and peripherals
• Experience troubleshooting system and application problems
• Experience documenting incidents, technical writing, knowledge articles and delivering customer-focused training.
• Effective and precise writing, grammar, and verbal communication skills.
• Self-motivated with an ability to manage time well, multitask, and prioritize workload and to work independently under pressure of tight deadlines
• Ability to model empathy, compassion, and maturity as a member of a diverse team
• Commitment to valuing diversity and promoting inclusion and equity
• Commitment to customer care and satisfaction

Required Minimum Qualifications:
Individuals in this position must also possess a valid Oregon Driver License.
Three (3) years of Information Systems experience in: information technology Service Desk or desktop/remote Technical Support; OR
An associate degree in computer science, information technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology or related field; AND one (1) year of Information Systems experience working in information technology Service Desk or desktop/remote Technical Support.
What's In It for You?

• A workplace that balances productivity with enjoyment and encourages learning and mentoring.
• Rewarding work in a fast-paced, creative environment with colleagues who are passionate about public service.
• A workplace that fosters fairness, equity, and inclusion to maintain a workplace environment where everyone is treated with respect and dignity regardless of race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age, veteran status, disability, or status as a victim of domestic violence, harassment, sexual assault, or stalking. This policy applies to every aspect of our employment practices, including recruitment, hiring, retention, promotion, and training.
• Work/life balance, 11 paid holidays a year, and a competitive benefits package.
• If you have federal student loan debt or are thinking of going back to school, then you may benefit from the Public Service Loan Forgiveness Program (PSLF). PSLF allows you to make 120 qualifying payments on your student loan while working full-time for a qualifying employer. PSLF student loan debt may be forgiven. OED positions may qualify for PSLF, please visit the website for more information and/or verification.

How to Apply:

• External Applicants: Click on the "Apply" link above to fill out the online application and submit by the posted closing date. Please use the name you want us to address you by.
• Current State of Oregon employees (this includes temporary employees) OED/Statewide employees: Apply through your employee Workday account. Please ensure the work history in your applicant profile is up-to-date and reflects your current position

• Attach a resume and cover letterYour cover letter must not exceed two (2) pages. Please upload your documents in the "Resume / Cover Letter" section of the application.

• In addition to your related work experience and education, we will use the desired attributes and required minimum qualifications to determine who to interview. Please make sure you demonstrate that you have the desired attributes and minimum qualifications in your application materials.
• Important: Please monitor both your email and Workday account for updates regarding this recruitment. You may be asked to submit additional information after initial application.

Additional Information:

• This position is represented by the Service Employees International Union (SEIU).
• This recruitment may be used to fill future Permanent, Limited Duration, Job Rotation and Temporary vacancies as they occur.
• Please ensure you've provided a thorough and updated application as it pertains to the position for which you are applying. This will be used to determine the salary offer based on a pay equity assessment.
• The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying, the salary range will reflect the additional 6.95%. Please review the Classification and Compensation page for more details, or you may visit our website for information on Pay Equity.
• United States Employment Eligibility: The Oregon Employment Department does not offer visa sponsorship. Within three days of hire, all applicants will be required to complete the US Department of Homeland Security's Form I-9, confirming authorization to work in the United States. The Oregon Employment Department is an E-Verify employer. If you are the successful candidate you must present your I-9 acceptable documents (See page 3) for employment verification.

Hybrid Remote Work Information:
Candidates may be approved for hybrid remote work and are required to work in the Salem office at least 2 days a week. Remote work suitability is evaluated based on business needs at the time of hire. Hybrid remote work approval can be revoked at any time. Candidates are expected to:

• Reside within (or be willing to relocate to) Oregon, or one of its bordering states within a reasonable commuting distance (e.g. Vancouver, Washington).
• Be able to report to the office location listed in the job posting, as necessary.
• Demonstrate access to a broadband internet connection that meets or exceeds the minimum acceptable requirements; Click Here to view the minimum acceptable requirements. OED IT Services will provide the necessary hardware to employees who are approved for remote work.
• Have a private workspace.
• Maintain good standing (i.e. no performance or attendance issues).

Veterans' Preference:
Eligible veterans who meet the qualifications will be given veterans' preference. For further information, please see the following website: Veterans Resources, or call Oregon Department of Veterans' Affairs at: 1-800-692-9666. NOTE: If claiming veterans' preference, please be sure to check your Workday account for pending tasks or actions under your "My Applications" section.
Equity and Inclusion:
We foster fairness, equity, and inclusion to maintain a workplace environment where everyone is treated with respect and dignity regardless of race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age, veteran status, disability, or status as a victim of domestic violence, harassment, sexual assault, or stalking. This policy applies to every aspect of our employment practices, including recruitment, hiring, retention, promotion, and training.

• View guidance our hiring managers use at the following website: Equity and Inclusion Recruitment Questions
• Please read more about our Gender Identity and Expression Procedure!

Criminal Records Check:
The Employment Department is committed to being a leader in providing its employees with fair and equal employment opportunities and recognizes that as a best practice in equity and inclusion, criminal background check policies shall be job related and consistent with business necessity. For positions with authorized access to FBI Criminal Justice Information Systems (CJIS) information, a separate criminal records check is conducted by the Oregon State Police. If you would like further information on how each criminal records check is conducted, please read our Criminal Records Check Policy or contact us at the number below with any questions. Note: This position has been designated to have authorized access to Federal Tax Information (FTI) and FBI CJIS information. To verify identification, the successful candidate shall be subject to a criminal background check which includes CJIS fingerprint based record check.
Individuals in this position must also possess a valid Oregon Driver License.
Contact Information and Helpful Links:

• If you have questions about the position or need an alternate format to apply, please contact us at 503-947-1289; humanresources@employ.oregon.gov. Please be sure to include the job requisition ID number.
• Reasonable Accommodations
• Interview Scoring Criteria used during recruitment
• Understanding the State Application Process
• Resources for Job Seekers