Customer Support Specialist (Information Systems Specialist 4) - State of Oregon : Job Details

Initial Posting Date: 11/07/2024 Application Deadline: 11/17/2024 Agency: Department of Consumer & Business Services Salary Range: $4,741 - $7,170 Position Type: Employee Position Title: Customer Support Specialist (Information Systems Specialist 4) Job Description: This recruitment will be used to fill two permanent positions.

• Are you an information technology professional who likes to solve problems?
• Do you like providing quality user support?
• Do you enjoy working with both technology and people?
• Are you looking for a workplace that encourages diversity and collaborative teamwork?
• Do you deliver high quality customer service?

Consider joining our team! Our mission... To protect and serve Oregon's consumers and workers while supporting a positive business climate. The Department of Consumer and Business Services (DCBS) is a progressive business regulatory state agency dedicated to the mission of protecting and serving Oregon's consumers and workers while supporting a positive business climate. The department administers state laws and rules governing workers' compensation, occupational safety and health, financial institutions, insurance companies and building codes. The department has consumer protection and education programs, offices, and ombuds to help consumers, injured workers, and businesses. These positions are with the Information Technology and Research (IT&R) Section of the Central Services Division. IT&R provides a broad range of specialized technical services in the areas of information systems, data analysis/dissemination, and computer/telecommunication services for a large, diverse agency. The staff support the collection, processing, analysis, and dissemination of statewide and regional data about workers' compensation, accident prevention, insurance, financial institutions, corporate securities, building codes, and senior health insurance benefits. The section supports a number of critical systems to meet the regulatory requirements for each program and interact with other state and federal agencies. These positions are represented by the Service Employees International Union (SEIU). What's in it for you:

• 11 paid holidays a year
• 8 hours of vacation per month, eligible to be used as accrued
• 8 hours of sick leave per month, eligible to be used as accrued
• 24 hours of personal business leave per fiscal year, eligible to be used after 6 months of service
• Pension and retirement programs
• A competitive benefits package
• Possible eligibility for the Public Service Loan Forgiveness Program
• Advancement and learning opportunities that will help grow your career with the State of Oregon
• Specialized orientation and onboarding activities for new employees
• Regular training sessions provided by in-house subject matter experts covering topics that are specific to our IT environment
• A department that values diversity, workforce development, and creating opportunities for professional development
• Rewarding work in a productive and creative environment
• Colleagues who are passionate about public service

These positions are eligible for remote work on an occasional basis once the incumbents have gained the proficiency to perform work independently, however, regular scheduled office hours are required. Here's what you will do: You will be part of the IT Service Desk team: a small group of highly motivated and skilled professionals who provide technical support to resolve IT-related issues for internal customers. The team's focus is on providing excellent customer service while conveying a sincere willingness to help our customers. You will have a variety of duties which result in day-to-day support work that is challenging and fast-paced and daily interaction with customers to resolve issues. Our hours of service are Monday through Friday from 7:00 AM to 6:00 PM; although, individual shifts vary within that timeframe. One position will also work on special projects to conduct maintenance, upkeep, and facilitate successful use of conference room and virtual meeting technology and tools for the department. They will also be responsible for developing and maintaining operational processes, procedures, and training materials for the use of conference room equipment and virtual meeting tools and technology. You will:

• Be a key point of contact to provide timely, quality support and assistance for business applications used by the agency.
• Analyze, prioritize, troubleshoot, track, and document application issues and service requests.
• Ensure support processes are accurately maintained and followed while ensuring quality and consistency throughout the life of support requests.
• Gain and maintain appropriate application and infrastructure knowledge and experience to effectively and efficiently support agency software applications.

Typical duties will include, but not be limited to:

• Conduct first-call resolution for password resets and management of user accounts, security tokens, and login sessions.
• Record, update, and resolve requests and incidents in our ticket-tracking tool.
• Triage proactive/reactive alerts and escalate accordingly.
• Escalate and track system and network issues when necessary.
• Provide agency-wide email communications for scheduled maintenance and incidents.
• Process user access request tickets.
• Perform laptop builds.
• Troubleshoot and resolve technical issues related to software products, devices, and system performance.
• Participate in creating and maintaining content for our Service Desk knowledge base.

For a complete listing of the duties and responsibilities of these positions, please review the position description by clicking here. Here's what you need to qualify: Information Systems Specialist 4 Minimum Qualifications:

• Three (3) years of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards;

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 in providing technical support to end users in an environment that utilizes documented processes and standards;

Requested Skills: Use this list as a guide when you prepare your application materials. Knowledge

• Thorough understanding of customer service principles
• Advanced user-level knowledge and troubleshooting of Windows operating systems
• Advanced user-level knowledge and troubleshooting of Microsoft O365/2016 (or higher)
• General knowledge of business computing systems, including servers, networks, relational database systems, web services, and enterprise software
• Basic principles of IT security
• Basic understanding of IT operations
• Familiarity with network operations
• Familiarity with continuous improvement

Technical Skills & Abilities:

• Extensive experience providing end-user, technical support within a service desk team for a Microsoft Windows environment
• Experience utilizing a ticket-tracking tool
• Experience using a multi-line phone system
• Ability to work in a busy environment with frequent interruptions
• Experience applying documented processes, procedures, and standards in the performance of assigned tasks and duties
• Strong interpersonal and communication skills
• Experience working as part of a team

Preference may be given to those who meet the minimum qualifications AND have the most comprehensive areas of experience as listed in Requested Skills section Application information:

• A resume and cover letter are required for this job postingPlease attach them in the Resume / Cover Letter section of the application
• Please ensure that you clearly demonstrate in your application materials that you meet the qualifications listed and that you follow all instructions carefully. Only complete applications received by the posted application deadline date will be considered.
• You may be asked to submit a technical exam, a writing sample, or a video interview as part of the application screening process.

Additional information:

• Per the Pay Equity Law passed in 2017, a pay equity analysis will be conducted to determine what pay step the successful candidate will be offered. The analysis will be based on the relevant experience, education, training, and certifications documented in the application materials. On average, candidates new to state service will most likely be offered compensation in the lower to mid-level of the salary range.
• These positions are subject to a fingerprint background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidates.
• Eligible veterans who meet the qualifications will be given veterans' preference. For further information, please see the following website: Veterans Resources. NOTE: If claiming veterans' preference please be sure to check your Workday account for pending tasks or actions under your My Applications section.
• We hire preferred workers! For more information, please visit our website: Preferred Worker Program.
• The Department of Consumer and Business Services (DCBS) does not offer VISA sponsorships. If your employment authorization and documentation is contingent on sponsorship now or in the future, you will not meet our agency employment eligibility standards. Within three days of hire, you will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States. DCBS will use E-Verify to confirm that you are authorized to work in the United States.

Helpful links and contact information: Learn more about DCBS Understanding the State Application Process Help and Support webpage For more information you may contact us by e-mail at [email protected] or by phone at 503-###-####. DCBS is fully committed to attracting, retaining, developing, and promoting the most qualified candidates without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, or veteran status. For more information, please visit our diversity, equity and inclusion webpage