Customer Support Analyst (Information System Specialist 5)

Are you an information technology professional who likes to solve problems?

Are you looking for a workplace that encourages diversity and collaborative teamwork?

Do you like providing quality user support?

Do you enjoy working with both technology and people?

Do you deliver high quality customer service?

Do you have experience with conference room equipment and virtual meeting technology and tools?

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

Possible eligibility for the

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

Provide set-up and support to internal and external end users for presentations and virtual and hybrid meetings, including trouble-shooting all presentation and meeting peripherals.

Conduct regular testing and maintenance of the conference room equipment, hardware and virtual meeting technology in 40 locations within the DCBS headquarters building.

Research and identify potential new technologies for conference rooms, contact vendors for demonstrations, and recommend updated conference room equipment, hardware and technology solutions to management.

Work closely and collaboratively with department management, Division IT Technicians and the DCBS Cyber Security Administrator to ensure needs for presentations, virtual and hybrid meetings, and enterprise security standards are being met.

Create, maintain training materials on conference room equipment, hardware and virtual meeting technology and tools.

Provide orientation and training on specifics of conference room technology, hardware and equipment and effective use of all tools for virtual and hybrid meetings.

Conduct first-call resolution for password resets and management of user accounts, security tokens, and login sessions.

Troubleshoot and resolve technical issues related to software products, devices, and system performance.

Record, update, and resolve requests and incidents in agency ticketing tool.

Record, triage and escalate system and network issues and other alerts accordingly and track through to resolution.

Provide agency-wide email communications for scheduled maintenance and incidents.

Four (4) years of information systems experience with a combination of all of the following: virtual meeting technology and tool support; coordination and tracking of ongoing work efforts that includes collaboration with other teams or individuals; developing documentation; and IT customer support including troubleshooting, root cause analysis, and issue resolution of complex IT issues related to hardware and software (e.g., laptops, mobile devices, O365, servers, networks, etc.)

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 two (2) years of information systems experience with a combination of all of the following: virtual meeting technology and tool support; coordination and tracking of ongoing work efforts that includes collaboration with other teams or individuals; developing documentation; and IT customer support including troubleshooting, root cause analysis, and issue resolution of complex IT issues related to hardware and software (e.g., laptops, mobile devices, O365, servers, networks, etc.)

A bachelor's degree in Computer Science, Information Technology, or related field.

General knowledge of business computing systems, including servers, networks, relational database systems, web services, application administration, and enterprise software

Extensive experience providing end-user, technical support within an IT helpdesk team for a Microsoft Windows environment

Strong interpersonal and communication skills

Experience working in a busy environment with frequent interruptions

Experience working as part of a team

Experience collaborating with teams and/or individuals

Experience in vendor management

Experience leading a team and/or project

A resume and cover letter are required for this job posting. Please attach them in the “Resume / CV” 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.

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.

The salary range listed is the non-PERS eligible rate. If you’re already a participating PERS member or once you become PERS eligible after 6 months of employment, the salary range will increase by 6.95% and the required 6% employee retirement contribution will be deducted from your pay.

This position is 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 candidate.

Eligible veterans who meet the qualifications will be given veterans' preference. For further information, please see the following website: . 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: .

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 to confirm that you are authorized to work in the United States.