Service Desk Agent (Iss3)-1

Initial Posting Date:
04/18/2024

Application Deadline:
05/02/2024

Agency:
Oregon Health Authority

Salary Range:
$4,338 - $6,635

Position Type:
Employee

Position Title:
Service Desk Agent (ISS3)-1

Job Description:

PLEASE NOTE: Resumes, cover letters and all other documents must all be uploaded at one time. When uploading a resume, please upload any other documents in the same area/field.

The job application, resume, and a cover letter are required for this posting and should address the skills in this section clearly. Applications without the required documentation will not move forward in the selection process.

The Office of Information Service's mission is to deliver technology solutions and services that support Oregon Health Authority and Oregon Department of Health Services in helping Oregonians achieve health, well-being, and independence.

The Oregon Health Authority has a fantastic opportunity for a Service Desk Technician to join an excellent team and work to advance their IT career.

The Oregon Health Authority is committed to:
Eliminating health inequities in Oregon by 2030
Becoming an anti-racist organization
Developing and promoting culturally and linguistically appropriate programs, and
Developing and retaining a diverse, inclusive, and equitable workforce that represents the diversity, cultures, strengths, and values of the people of Oregon.
Click here to learn more about OHA's mission, vision and core values.
This is a full-time Limited Duration opportunity for anyone to apply. This is a classified position and is represented by a union.

What you will do!

The Service Desk Technician provides support to both internal and external customers of the Office of Information Services (OIS). This Tier 1 position concentrates on receiving and recording end-user desktop issues. They are able to resolve repetitive issues such as password resets and training/inquiry questions. They may have some specialized knowledge in one or possibly two technical areas and general knowledge in a few others. Service Desk Technicians must clearly communicate solutions in a user-friendly and professional manner and provide one-on-one training over the phone or in-person, as needed. The person in this position must have both strong technical and customer service skills and be able to answer complex technical questions. When necessary, Service Desk Technicians pass problems they cannot resolve to upper-level technical support personnel within and outside of the Service Desk.

What's in it for you? Medical, vision, and dental benefits
11 paid holidays
8 hours of vacation per month
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
Opportunity to potentially receive loan forgiveness under the Public Service Loan Forgiveness Program (PSLF)
Continuous growth and development opportunities
Opportunities to serve your community and make an impact through meaningful work
A healthy work/life balance, including fulltime remote options as well
What we are looking for:

The Service Desk Technician provides support to both internal and external customers of the Office of Information Services (OIS). This Tier 1 position concentrates on receiving and recording end-user desktop issues. They are able to resolve repetitive issues such as password resets and training/inquiry questions. They may have some specialized knowledge in one or possibly two technical areas and general knowledge in a few others. Service Desk Technicians must clearly communicate solutions in a user-friendly and professional manner and provide one-on-one training over the phone or in-person, as needed. The person in this position must have both strong technical and customer service skills and be able to answer complex technical questions. When necessary, Service Desk Technicians pass problems they cannot resolve to upper-level technical support personnel within and outside of the Service Desk.

MINIMUM QUALIFICATIONS: Information Systems Specialist 3

(a) Two (2) years of information systems experience in:

Centralized Technical Call Center Operations

(Previous experience working in a fast-paced technical call center environment)

OR

(b) 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.

Working Conditions

• This position may work in a standard open office environment with cubicles and may be exposed to the sounds and activity of those working in close proximity.

• These conditions may be in high traffic areas with moderate to loud noises and frequent interruptions.

• This position may occasionally be exposed to difficult situations requiring diplomacy and de-escalation strategies.

• Incumbent is required to remain at a workstation, wearing a telephone headset while typing information received from customers into the incident tracking system.

• The working location of this position is in an office, cubicle and/or an agreed upon remote work environment with significant use of a computer and video conferencing. Overtime may be required.

• High volume of telephone contact with customers who have various and unpredictable technical/application support requests.

• Daily exposure to angry or frustrated callers.

Desired Attributes:

An effective Service Desk Technical specialist must have a considerable background and experience in all areas of information Technology. In order to respond to the large volume and wide range of requests, they must have a good working knowledge of the agencies, programs, locations of offices and staff to assist the customers within and affiliated with the Department of Human Service and Oregon Health Authority. They must have the ability to work under pressure and retain a professional and tactful manner in all interactions with customers.

This position works collaboratively in a team setting. Good team player skills are necessary, including the willingness to collaborate, share information and contribute to the team's success as necessary. The position also requires excellent customer service skills for both internal and external customers, and the ability to demonstrate initiative and independent judgement on an on-going basis. Must be able to contribute to a positive, respectful and productive work environment.

How to Apply Complete the online application
Complete questionnaire
Attach a resume
Attach a cover letter of no more than two pages addressing the "What we are looking for?" section including required and preferred skills.
Attention current State of Oregon employees:

To apply for posted positions, please close this window, and log into your Workday account and apply through the career worklet.

To apply as a job rotation/developmental candidate, you must be currently employed by the State of Oregon (this includes regular status employees, who have completed trial service, as well as limited duration employees).

Help Your Application Rise to the Top!

Your candidate profile and resume are the perfect opportunity to highlight your interest in the position and showcase the amazing skills and experience, making you the best candidate for the position. Submissions will be screened for consistency of information and communication skills at the professional level (attention to detail, spelling, grammar, etc.). This posting closes at 11:59 PM on the close date listed.
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Check both your email and Workday account for updates regarding this recruitment.
Please print or save a copy of this announcement. You will not have access to it once the posting closes.
Please ensure you've provided a thorough and updated application as it pertains to the position for which you are applying. If you meet the minimum qualifications for the position, and are the successful candidate, you may qualify for work out of class. For further information, please visit the Pay Equity Project homepage.

Questions/Need Help?

If you need assistance to participate in the application process, including an accommodation request under the American with Disabilities Act contact: Uma Abdullahi at ********

TTY users please use the Oregon Telecommunications Relay Service: ******** . For technical support, please call toll free ******** , for customer service assistance.

Additional Information Please monitor your Workday account to view all communication regarding your application. You must have a valid e-mail address to apply.
Background Check: If you are offered employment, your offer will be contingent upon the positive outcome of an abuse check, criminal records check and driving records check. The information will be shared with the Oregon Health Authority (OHA), Office of Human Resources (OHR). Any criminal or founded abuse history will be reviewed and could result in the withdrawal of the offer or termination of employment.
Veterans: If you are a veteran, you may receive veteran's preference. Click here for more information about veterans' preference. To receive veterans' preference points, please submit the following required documentation when you apply:
A copy of your DD214/DD215 form; OR a letter from the US Dept. of Veterans Affairs indicating you receive a non-service-connected pension for the five (5) point preference.
A copy of your DD214/DD215 form; AND a copy of your veterans' disability preference letter from the Dept. of Veterans Affairs for the ten (10) point preference.
Visa Sponsorship: We do not offer VISA sponsorships or transfers currently. You will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States within three days of hire.
Please attach only the documents that are related to the position. Additional documents that are attached will not be reviewed.

Affirmative Action and Equal Opportunity

The Oregon Health Authority is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, genetic information, or any other protected class under state or federal law. In addition, we do not discriminate, or screen applicants based on current or past compensation. To learn more about OHA's mission, vision, and core values, click here.

The Oregon Health Authority is an equal opportunity, affirmative action employer committed to workforce diversity.

Agency - OHAAOOIS

More information about the Office of Information Services and current job opportunities can be found at https://www.oregon.gov/oha/FOD/OIS/"?