Job Details

Helpdesk Customer Support Analyst (Information Systems Specialist 4)

Oregon Employment Department, Salem, OR

Job - Government

Close Date: 12/30/2018

Are you passionate about customer service, have excellent follow-through, and enjoy solving problems? If you are looking for a job where a passion for technology, a culture of teamwork, and opportunities for growth are valued and rewarded, you've come to the right place!

The Oregon Employment Department (OED) is seeking experienced Information Technology professionals who enjoy a team environment, are dedicated to public service excellence, committed to our mission and values and want to join our team!

Our Mission: The Employment Department is a state agency with a mission to Support Business and Promote Employment. We accomplish this by administering the Unemployment Insurance (UI) program; recruiting and referring applicants to job openings and assisting job seekers in their employment searches (Workforce Operations); and developing and distributing workforce and economic information (Workforce and Economic Research).

Our Values: Openness, trust, and integrity; Quality with agility; Delighting the customer; Teamwork with responsibility; and Humor, fulfillment, and inclusion.

This is a full-time SEIU represented position.
This recruitment may be used to fill future vacancies.

What You Will Be Doing:
The primary purpose of this position is to staff the Oregon Employment Department (OED) Helpdesk to deliver customer support services to the Employment Department staff.
Provide OED staff with a single point of contact to report all technology related problems and answer direct inquiries from customers/users regarding OED Information Technology services.
Manage day-to-day service delivery problems; provide full user support on technical issues, procedures, and installation (including consultation regarding acquisition of computer hardware and software, diagnostic help, and operating instructions); manage and maintain sophisticated information processing systems hardware and operating system software.
Manage/maintain data processing devices and associated telecommunication equipment.
Working Conditions:
Requires input and retrieval of information from the computer system.
Requires communication by telephone, e-mail, and in person to solve technical problems.
May be required to work overtime and evening work on short notice.
Noisy work environment.
Constant interruptions while working on technical information.
Required to sit at workstation for extended periods of time.
Occasional overnight may be required.
Lift and/or move objects weighing up to 75 pounds or more.
What's In It for You:
Collaborate in an open office with a team of bright individuals to work with and learn from. This individual will work closely with Desktop Services and the other functional teams; Systems, Mainframe, Application Development, and Information Security to communicate with customers/users and to successfully resolve their needs. We offer a workplace that balances productivity with enjoyment; encourage an atmosphere of mutual respect, dedication, enthusiasm and optimism; and encourage learning and mentoring. This role will deliver great rewards to the right applicant.

The Oregon Employment Department 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. A goal of the Oregon Employment Department is to become an employer of choice for individuals of all backgrounds and promote an inclusive workplace culture that encourages diversity and allows employees to excel.
Qualifications, Required & Requested Skills
To be considered for this position you must meet the following minimum qualifications (required skills):

Three (3) years of information systems experience working in Information Technology Service Desk or Helpdesk center support; OR
An Associate's 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 Helpdesk center support; OR
A Bachelor's degree in Computer Science, Information Technology, or related field may substitute for all of the above.
Requested Skills (Desired Attributes):
Experience working as a Helpdesk call center support agent.
Experience applying troubleshooting concepts to repair desktop, laptop or tablet break/fix issues.
Experience applying knowledge of Windows 7 and Windows 10 operating systems to resolve issues with desktop operating systems.
Experience providing Helpdesk support using agent remote control tools to resolve customer hardware and software problems.
Experience explaining highly technical information to non-technical users through written communication.
Experience applying the fundamentals of IT Service Management based on an ITIL framework.
ITIL Foundations Certification
Commitment to valuing diversity and promoting inclusion.
Applicants that most closely match the minimum qualifications and requested skills above will be invited for an interview.

Click the "Apply" button above and complete the online application. Please use the name you want us to address you by.
Attach a professional resume. In your resume, you must clearly describe how you meet the qualifications for this position as listed above and include a list of verifiable employers and dates of employment (including month and year). Please name the resume file: Resume EMP18-0186oc.
Attach Veterans' Preference documentation, if you are requesting veterans' preference. Veterans' preference information and appropriate documentation is outlined by the following website: Veterans Resources. You may also call the Oregon Department of Veterans' Affairs at 1-800-692-9666.
Note: The work history section of the application has been removed as we are asking all applicants to submit a resume describing their experience as it relates to how they meet the minimum qualifications and desired attributes listed above.
Additional Information
If you are using education or coursework to meet the minimum qualifications, transcripts can be provided at the time of application or during an in-person interview.

Criminal Records Check:
This position has been designated to have authorized access to FBI Criminal Justice Information Systems (CJIS) information. To verify identification, the successful candidate shall be subject to a criminal background check which includes a CJIS fingerprint based record check within 30 days following initial employment or assignment to this position.

Work Authorization
The Oregon Employment Department does not offer visa sponsorships. 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.

Questions and Application Support:
For questions about the job announcement, call 503-947-1289.
For technical help with your login or online application issues, call 1-855-524-5627 from 6:30a to 5:30p PT M-F by leaving a voicemail. It may take up to 24 hours to receive a response. If you do not receive a response after 24 hours, you can email Technical Support at
The Oregon Employment Department is an Equal Opportunity, Affirmative Action Employer Committed to Workforce Diversity.

Complete details: