What are the responsibilities and job description for the Information Systems Technical Analyst III (ISTA III – Generalist) position at Mac's List?

Job Appointment : Regular, Full-time

Work Schedule : Monday – Friday, 8 am-5 pm. An alternate schedule may be available.

Work Location : On-site; In-person work is to be conducted at 1120 SW 5th Ave, Portland, OR 97204.

Benefits : Please check our benefit tab for an overview of benefits for this position.

Union Representation : This position is represented by Professional Technical Employees, Local 17 (PROTEC17). To view this labor agreement, please click here.

Application Material : Please click APPLY to submit your application via the City of Portland’s online portal. You will need to attach a cover letter and resume.

About the Position : The Bureau of Technology Services (BTS) is seeking a skilled and experienced Information Systems Technical Analyst III (ISTA III - Generalist) to join the Desktop Support Team. This position requires advanced technical expertise in supporting and troubleshooting desktop environments, with a focus on Windows operating systems and related hardware and software. The ideal candidate will have experience in desktop support or service desk environments, with the ability to work independently and collaborate effectively with various IT teams and customers.

As an Information Systems Technical Analyst, you will :

Troubleshoot and resolve issues related to Windows operating systems, hardware, software, and peripherals for City employees, ensuring efficient and effective solutions.
Configure, set up, and manage computer devices (laptops, desktops, tablets) using unified endpoint management systems like Workspace ONE.
Create and maintain technical documentation using Knowledge Centered Service (KCS), including writing and updating knowledge articles to improve team resources.
Interface with end-users to understand their technical needs and provide timely assistance in resolving complex IT issues.
Utilize ServiceNow to manage and track incident and service request tickets, ensuring all issues are addressed in a timely manner.

The successful candidate must be able to pass a comprehensive police background investigation and be able to work in a culturally and gender-diverse workplace.

Questions?

Amanda Hillebrecht, Senior Recruiter

Bureau of Human Resources

The following minimum qualifications are required for this position :

Experience working with and supporting Windows operating systems, including Windows 11.

Experience independently configuring, setting up, and troubleshooting computer operating systems, hardware, software, and peripherals.

Experience working with unified endpoint management systems such as Workspace ONE to manage computer devices (laptops, desktops, tablets, etc.), and ServiceNow to manage incident and service request tickets.

Experience creating and maintaining technical documentation using Knowledge Centered Service (KCS), including creating articles and improving existing articles.

Experience supporting customers with a variety of technical needs, understanding their issues, and determining appropriate, effective, and efficient solutions.

Ability to work independently on small work projects.

Applicants must also :

Pass a comprehensive police background investigation.

Although not required, you may have :

Three (3) or more years of experience working with computers.

College degree and / or technical certifications such as CompTIA A , Microsoft Certified Professional (MCP), HDI Desktop Support Technician, or other hardware vendor certifications.

STEP 1 : Apply online between January 20, 2025 and February 3, 2025

Required Application Materials :

Resume

Cover LetterDetails are key! The City uses a merit-based system, so your cover letter should be thorough and specifically address each qualification listed in the "To Qualify" section of the job announcement. Your cover letter can exceed one page to ensure you are able to provide detailed information for every qualification. Follow the instructions, as a subject matter expert will be evaluating your details to confirm that you meet the minimum requirements.

Answer to three (3) Supplemental Questions (click on the Questions tab to preview the questions)

Optional Application Materials :

Veteran documents to request for Veteran Preference (ex, DD214-Member 4, VA Benefit Letter, etc.)

Application Tips :

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Information Systems Technical Analyst III (ISTA III – Generalist)

What are the responsibilities and job description for the Information Systems Technical Analyst III (ISTA III – Generalist) position at Mac's List?

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