What are the responsibilities and job description for the Tier 2 Service Desk Technician (Information Systems Specialist 5) position at Department of Administrative Services?
Initial Posting Date:
02/04/2025
Application Deadline:
02/17/2025
Agency:
Department of Administrative Services
Salary Range:
$5,638 - $8,525
Position Type:
Employee
Position Title:
Tier 2 Service Desk Technician (Information Systems Specialist 5)
Job Description:
Opportunity Awaits, Apply Today! Tier II Service Desk Technician (Information Systems Specialist 5)
The Department of Administrative Services (DAS) is the central administrative agency that leads state government to implement the policy and budget decisions of the Governor and Oregon Legislature. DAS IT provides the technology systems and services that support more than 1300 staff and 2500 devices deployed across the state, and the service desk responds to over 12,000 tickets each year. In addition, the Office of the Chief Information Officer provides management support for IT projects, integration services, systems architecture, database services, IT assets and change management, while also coordinating network and computing operations with the Oregon State Data Center.
The Tier II Service Desk Technician provides technical support for network, desktop, and portable devices, including associated applications and systems, to all DAS and DAS Client-Agency employees. Working with and through DAS IT Tier 1 and Tier 3 teams, the Tier II Service Desk receives escalations from Tier I and troubleshoots and resolves complex technical problems through to resolution.
Some of what you will do:
- Provides Level II technical support for LAN, server, desktop, and portable devices, including associated applications and systems, to all DAS and DAS Client-Agency employees in a variety of locations.
- Record and track the customer information, problem description, and relevant details through to final resolution.
- Respond to and communicate directly with customers regarding their assistance requests.
- Maintains effective, timely, and clear communications about issues with the customer desktop environment with DAS IT leadership, coworkers, vendors, and customer staff.
- Utilize available remote desktop technologies to troubleshoot and repair issues.
- Communicate with customers as needed regarding details of scheduled or unscheduled down-time of servers, network, applications, and databases.
- Responds to customer request via escalation from Level I Service Desk. Follows-up with customers to ensure that the customers’ problem is solved. Coordinates with customer for scheduling any on-site appointments, ticket resolution and closure.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Installs, configures and maintains hardware and software: file applications, print servers, desktop and portable devices, peripheral hardware, operating system software, standard application software, peripheral driver software, and custom application software.
For a full review of the position duties, details, and working conditions, please click
here.
What We Are Looking For
Minimum Qualifications:
- Four (4) years of information systems experience in: IT Service Desk environment ;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; two (2) years of information systems experience in: IT Service Desk environment; OR
- A Bachelor's degree in Information Technology, Computer Science, or closely related field may substitute for the experience
Desired Attributes:
- Skill in communicating with persons of diverse points of view to resolve problems; The ability to effectively communicate information to technical and non-technical users; Strong active listening skills.
- Broad knowledge base of, and ability to use a variety of computers, software, and networking information systems; Ability to follow and work within specific processes, policies, and procedures.
- Ability to problem solve technical issues (including making decisions and following through to resolution) utilizing various communication methods including, over the phone, in person, email or instant messaging; Knowledge of research techniques necessary to collect, analyze, and interpret information.
- Skilled in establishing and maintaining effective working relationships with internal and external stakeholders at all levels; Able to receive constructive criticism and coaching from both leadership and team; Experience working with a diverse clientele with a client-centered focus; Ability to work cooperatively in a team environment with a strong background in effective electronic communications.
- Desire and ability to deliver services at outstanding customer service levels that meet or exceed the agency and business' standards of service delivery; Ability to approach all interactions with a high degree of professionalism, even under sensitive/difficult circumstances.
- Ability to organize, prioritize, and balance conflicting workloads; Ability to work independently, completing duties timely and accurately; Demonstrated experience working in a remote work environment.
- High level of personal ownership, a willingness and eagerness to learn, and the ability to perform well under pressure.
- Ability to voice opinions with clear rationale based on data and factual evidence.
- Ability to troubleshoot problems and isolate the root cause and to propose permanent solutions with estimated work effort.
Application Details and Instructions
- Visit theState of Oregon job opportunities webpageto submit your application. Please ensure the work history in your applicant profile is up to date and attach a current copy of your cover letter and resume. If you are a current State of Oregon employee, you must apply through your employeeWorkdayaccount.
- This announcement is for 1 (one), full-time, permanent, SEIU represented, Tier II Service Desk Technician (Information Systems Specialist 5) position and may be used to fill future vacancies.
- Please save a copy of this job announcement for reference, as it is not available for you to view after the announcement deadline. If you have questions about the announcement, or need an alternate format to apply, please contact the Recruiter, Nancy Karnas at: nancy.karnas@das.oregon.gov | 971-719-3083.
Benefits of Joining Our Team
At DAS, we are committed to innovation, continuous improvement, outstanding service delivery, and support for each other as professionals and as people. We believe hiring highly skilled, diverse employees is key to cultivating positive results, well-informed outcomes, and value the unique skill set and perspective of all our team members.
Additional benefits include:
- Work/life balance, 11 paid holidays a year, and acompetitive benefits package.
- Advancement and learning opportunities that will help grow your career with the State of Oregon.
- Get There
- Oregon’s easy-to-use carpool matching tool and trip planner.
- Live, work, and play inSalem, Oregon.
- Department of Administrative Services employees are currently working in a hybrid state, between remote and in-office. A hybrid work environment will remain a part of our normal workplace model and is based upon the needs of our customers. Remote working conditions are agreed upon and subject to change as necessary or required. While working remotely, a reliable home internet connection and availability are required to perform duties appropriately.
Additional Details
- Employee is required to possess and maintain a valid driver’s license issued by the state where the employee resides or provide an acceptable alternate mode of transportation.
- Finalists will be subject to a computerized criminal history check. Adverse background data may be grounds for immediate disqualification.
- Employee is required to obtain and maintain CJIS clearance.
- Agency does not offer visa sponsorship. Within three days of hire, applicants will be required to complete I-9 documentation and confirm authorization to work in the United States. If your employment authorization and documentation is contingent on sponsorship now or in the future, you will not meet Agency employment eligibility standards.
- Eligible veterans who meet the qualifications will be given veterans' preference. For more information, please visitVeterans Resources.
Helpful Links & Resources
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Oregon Job Opportunities Webpage
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The Department of Administrative Services is an Equal Opportunity, Affirmative Action Employer Committed to Workforce Diversity. At the Department of Administrative Services, we embody the value of hiring a workforce representative of the communities we serve, understanding that a diverse workforce revitalizes our state. We value diversity and foster a positive and welcoming environment where all employees can thrive.
