Information Technology Representative (Help Desk Support Representative) (Oregon State Government)

Job Description

Initial Posting Date:

10/25/2024

Application Deadline:

11/07/2024

Agency:

Judicial Department

Salary Range:JOB IS FROM: partimejobs.netVIEW

$6,140 - $9,525

Position Type:

Employee

Position Title:

Information Technology Representative (Help Desk Support Representative)

Job Description:

Interviews: will be scheduled within two weeks after the application deadline.

Benefits: The Oregon Judicial Department (OJD) provides a variety of employee benefits, including health, dental, and vision coverage and paid leave. Optional employee-paid benefits include life insurance, long- and short-term disability, long-term care, flexible spending accounts, and commuter benefits. New employees who are not already Public Employees Retirement System (PERS) members will participate in the Oregon Public Service Retirement Plan (OPSRP) and the Individual Account Program (IAP) after six calendar months of employment in a qualifying position. The OPSRP plan can provide a lifetime pension after five years of service and the IAP is a separate investment account in addition to the pension. Employees also have an opportunity to participate in the Oregon Savings Growth Plan, a 457(b) deferred compensation retirement plan. For additional information on OJD employment benefits, visit here.

Position Highlights

OJD is hiring a Help Desk Support Representative (Information Technology Representative) to join the Enterprise Technology Services Division (ETSD) in the Office of the State Court Administrator (OSCA). If you want to support Oregon’s courts by providing fair and accessible justice services through technology, we encourage you to apply. We welcome all candidates who are inspired by our work and mission. 

In this role, you will provide technical support to OJD personnel, Oregon Judicial Case Information Network Online subscribers, contractors, vendors, government agencies, and the public. While establishing and maintaining positive working relationships, you will provide phone, remote, and written customer service support.

Essential Duties

• Triage help desk assignments by gathering and documenting descriptions of problems and contact information, submitting help tickets for issues found, and, if applicable, routing tickets to the appropriate section staff.

• Use the iSupport system for data entry and for issue assignment, racking, resolution, and documentation.

• Provide a scripted response for basic troubleshooting of OJD computers and OJD systems, including Active Directory password reset.

• Run morning help desk rulebooks and submit tickets for issues found during rulebook process.

• Use the Help Desk Manager email account to coordinate statewide messages.

• Continually review help desk documentation for validity and relevance, and assist in format and organization.

• Review requests for support of computer software and OJD systems applications, troubleshoot to determine the nature and scope of the request, and resolve or transfer problems to the appropriate section support staff.

• Initiate help tickets with vendors on defective hardware and software.

• Document procedures provided by ETSD staff on specific problem situations.

• Assess and evaluate varied complex problems related to system and network hardware, software, and profile/password management, and address implications to the overall system.

• Monitor system hardware and software in all courts to proactively notify courts and other customers of necessary maintenance actions.

• Work with user groups on problems and issues, and translate those to section support staff for resolution.

• Send central broadcast notifications to appropriate OJD personnel as needed.

• Assist in the daily Iron Mountain backup tape procedure as needed.

• Assist in asset tracking for new, changed, and removed inventory.

• Participate in annual inventory assessment activities, complete Property Disposition Request (PDR) processes, and report the outcome of inventory assessments to management with any necessary recommendations.

• Other duties as assigned.

Assigned tasks may be changed to accommodate workload and organizational needs.

Instructions for Cover Letter and Work History/Resume

Your cover letter and work history/resume should demonstrate how you meet the Minimum Qualifications, the Special Qualifications, and the Requested Skills and Attributes, which are listed below.

Cover Letter

• Attach your cover letter (not to exceed two pages) in the Resume/Cover Letter section of the application. Your cover letter and filename should include your name.

• In the body of your cover letter, please include responses to all Requested Skills and Attributes listed below.

• Address the cover letter “To the Hiring Manager.”

• Do not use a generic cover letter; please personalize your cover letter for this position. We read every letter.

• Prepare your cover letter before starting your Workday application.

Work History/Resume

• Attach your updated resume in the Resume/Cover Letter section of the application. Your resume and filename should include your name.
  
  AND 

• Complete the Job History/Work Experience portion of your Workday profile if you are not using an updated resume.

Failure to follow these instructions may result in rejection of your application. All application materials will be evaluated for consistency of information, and your letter will be evaluated for grammar, spelling, punctuation, and language use in addition to demonstrated experience.

The application deadline is 11:59 p.m. on the date listed above.

Minimum Qualifications

(These must be evident in your resume or work history.)

The qualified candidate must have a bachelor’s degree in computer science, information technology, management, public administration, or a related field.

AND

One (1) year of technical experience in the duties and infrastructure support required for the position.

OR

Any combination of education and experience equivalent to five (5) years of experience that typically supports the knowledge, skills, and abilities for the position.

Special Qualifications

(These must be verifiable.)

You must have a current driver’s license and an acceptable driving record or be able to provide an acceptable alternate means of transportation.

Requested Skills and Attributes
(These must be addressed in your cover letter.)

• Experience with a variety of computer applications and processes (e.g., Windows 10, Microsoft 365, and Apple iOS).

• Experience providing IT support services to a variety of skill levels for end-users across multiple locations.

• Experience using Microsoft Teams for calls, collaboration, and content sharing.

• Experience working in a call queue with a call center style support model.

• Skill in remote customer support.

• Skill in PC support and maintenance.

• Skill in using Microsoft Active Directory.

• Possession of excellent caller support skills, including the ability to handle a high volume of phone inquiries effectively and courteously.

• Experience communicating and presenting information clearly and logically, orally and in writing.

• Experience explaining technical issues in plain language.

• Skill in providing strong customer service in person, over the phone, through email, and over chat.

• Ability to work independently or under minimal supervision.

• Experience in writing technical and procedural documentation using OneNote.

Working Conditions

• This is a full-time position. Help Desk coverage hours are 7:00 a.m. to 5:00 p.m. For this position, the shift will be 7:00 a.m. to 4:00 p.m. Monday through Friday. The schedule will typically be an 8-hour day, dependent on the needs and coverage of the Help Desk team. This position is eligible for overtime compensation for hours worked in excess of 40 per workweek. 

• Occasional after-hours, overtime, and weekend work may be required.

• Travel, including occasional overnight travel, may be required to visit court locations throughout the state.

• Hybrid work is available for this position; on-site availability is required as needed. All hybrid work assignments begin, end, or change only with the approval of the administrative authority.

• Frequent email, phone, and in-person contact with people from diverse backgrounds.

• Frequent email, chat, in-person, and phone contact with people who are confused or frustrated.

• Frequent long periods of sitting or standing.

• Lifting and moving objects that weigh up to 50 pounds may be required.

• Regular use of the following equipment: telephone with optional headset, OJD-assigned computer with multiple monitors, computer peripheral equipment, mobile devices, hand truck, and ladder.

ADDITIONAL INFORMATION
Criminal Background Check
You will be subject to a criminal background check if you are a finalist. Adverse results are evaluated on a case-by-case basis and may result in disqualification if the circumstances are directly related to the duties and responsibilities of the position.

Reference Checks

By submitting your application to OJD, you consent to reference checks about your qualifications, your workplace performance, and your work product.

United States Employment Eligibility
OJD does not offer visa sponsorships. Within three days of hire, you will be required to complete the U.S. Department of Homeland Security's I-9 form confirming authorization to work in the United States. OJD will use E-Verify to confirm that you are authorized to work in the United States.

Future Vacancies
Apply now if you are interested in this or future vacancies. This job announcement may be used to fill future vacancies in this class of work.

Veterans’ Preference
Eligible veterans who meet the qualifications will be given preference in the recruitment process. To receive preference, veterans must attach the appropriate documentation after they receive an email in their Workday inbox requesting the information to verify eligibility. The action item, asking veterans to attach their documentation, will arrive after they have submitted their initial application materials. Visit the Oregon job opportunities Veterans web page for additional details, information, and resources.

Conduct Expectations
Because of OJD's role in providing justice and upholding the rule of law, employees of the department are required to meet the highest standards of professional conduct and ethics while on the job, and also to maintain those same high standards when taking actions in their personal lives that could reflect on the department. As an employee, you will be expected to preserve the confidentiality of information received in the course of OJD employment.

Pay Equity
As an employer, OJD complies with Oregon’s pay equity law. Salary offers are made with consideration of the candidate’s education and experience. For more information on pay equity, click here.

Employee Benefits
Click here to access information specific to OJD employee benefits.

Public Service Loan Forgiveness

OJD is an eligible employer for the Public Service Loan Forgiveness program. To learn more about this program, and how to qualify, please click here.

Questions and Support

• If you require an alternate format to complete the application process, call 503-986-5930, or TTY: Oregon Relay Service 711 for the hearing impaired. Be prepared to describe the alternate format needed.

• Workday related information and resources are available here.

• For questions about a specific OJD job posting, call 503-986-5930 or email ojd.hrsd@ojd.state.or.us.

The Oregon Judicial Department embraces equal opportunity and affirmative action. We are committed to building a diverse team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.