Customer Support Analyst (Information System Specialist 5)

Initial Posting Date: 04/18/2025 Application Deadline: 04/28/2025 Agency: Department of Consumer & Business Services Salary Range: $5,638 - $8,525 Position Type: Employee Position Title: Customer Support Analyst (Information System Specialist 5) Job Description: This recruitment will be used to fill one permanent position. 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? Consider joining our team! Our mission... To equitably protect and empower consumers and workers while maintaining a predictable yet innovative regulatory environment for the businesses we regulate. The Department of Consumer and Business Services (DCBS) is a progressive business regulatory state agency dedicated to the mission of protecting and serving Oregon's consumers and workers while supporting a positive business climate. The department administers state laws and rules governing workers' compensation, occupational safety and health, financial institutions, insurance companies and building codes. The department has consumer protection and education programs, offices, and ombuds to help consumers, injured workers, and businesses. This position is with the Information Technology and Research (IT&R) Section of the Central Services Division. IT&R provides a broad range of specialized technical services in the areas of information systems, data analysis/dissemination, and computer/telecommunication services for a large, diverse agency. The staff support the collection, processing, analysis, and dissemination of statewide and regional data about workers' compensation, accident prevention, insurance, financial institutions, corporate securities, and building codes. The section supports a number of critical systems to meet the regulatory requirements for each program, and to interact with other state and federal agencies. The Information Technology & Research section allocates resources (people and technology) to deliver solutions, services, and expertise to support the department?s mission. This position is represented by the Service Employees International Union (SEIU). Recruitment Timeline: *These dates are approximate and are subject to change.* Recruitment closes: April 28, 2025 1st round interviews: week of May 12, 2025 Anticipated start date: June 16, 2025 What?s in it for you: 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 competitive benefits package Possible eligibility for the Public Service Loan Forgiveness Program 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 This position is eligible for hybrid remote work on a part-time basis once the incumbent has gained the proficiency to perform work independently. However, regular, scheduled office hours are also required. Here?s what you will do: You will be part of the IT Service Desk team: a diverse and collaborative technical team of highly motivated and skilled professionals who provide 1st and 2nd tier technical support to resolve IT-related issues for internal customers. You will have a variety of duties which result in both day-to-day support work that is challenging and fast-paced and involves daily interaction with customers to resolve issues, and set up, maintain, and facilitate successful use of the conference room equipment, hardware and virtual meeting technology and tools in the DCBS headquarters building. The IT Service Desk hours of service are Monday through Friday from 7:00 AM to 6:00 PM; although, individual shifts vary within that timeframe. Typical duties will include, but not be limited to: 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. For a complete listing of the duties and responsibilities of this position, please review the position description by clicking here. Here?s what you need to qualify: Minimum Qualifications: 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.) OR 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.) OR A bachelor's degree in Computer Science, Information Technology, or related field. Requested Skills: 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 Preference may be given to those who meet the minimum qualifications AND have the most comprehensive areas of experience as listed in Requested Skills section Application information: 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. Additional information: 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: Veterans Resources. 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: Preferred Worker Program. 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 E-Verify to confirm that you are authorized to work in the United States. Helpful links and contact information: Learn more about DCBS Understanding the State Application Process Help and Support webpage For more information you may contact us by e-mail at [email protected]. DCBS is fully committed to attracting, retaining, developing, and promoting the most qualified candidates without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, or veteran status. For more information, please visit our diversity, equity and inclusion webpage. Oregon state government is a large organization by nearly any standard. With over 40,000 employees working all over the state, in small communities and large, we are proving that government can be innovative. We work as a team, challenging ourselves to be better, faster and more efficient with taxpayer dollars. After all, when every day we are responsible for caring for the needs of a diverse population and thriving business community, we simply must have the best and brightest workforce. If you take responsibility for your actions, are passionate about helping others succeed, and have a reputation for excellence and honesty, why not make Oregon state government your next career move? Joining our team means you open the door to many possibilities. From entry level to executive, outdoor work to policy setting, we have a role for nearly every calling, expertise and background. If you?re looking at us from across the country (or beyond!), know that Oregon is one of the most beautiful places on earth. Made up of seven diverse regions, Oregon has the ocean, mountains, valleys, high desert, cities, small towns, and almost everything in between. Oregon ?flies with her own wings.?