User Support Analyst (Information Systems Specialist 5)

Initial Posting Date:

03/22/2024

Application Deadline:

04/03/2024

Agency:

Department of Agriculture

Salary Range:

$5,291 - $8,001

Position Type:

Employee
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Position Title:

User Support Analyst (Information Systems Specialist 5)

Job Description:

Are you humble, hungry, and smart? Do you like helping people solve problems? Do you believe that customer service is prompt, accurate, and courteous? Do you have a proven track record of providing technical support to users while delivering a superior customer experience? If so, come join our Information Technology team!

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Why the Oregon Department of Agriculture (ODA):

• Innovative Mission: At ODA, we’re at the forefront of protecting and promoting Oregon’s agricultural communities and economies.
• Diverse Programs: ODA has 38 programs ranging from our staff and constituents in their dusty boots out in the fields to clean high-tech labs that serve every Oregonian.
• Collaborative Agency: The staff, "aggies" at ODA, are unified in the mission to support our farmers and ranchers across the state. As a User Support Analyst, you will work across programs to provide support and assistance to staff across the State.

What you’ll be doing:

This position reports to our Salem headquarters just 2 blocks from the State Capitol. You’ll work in-person in the office to serve internal customers and collaborate with the ISS Team. In this role you will:

• Respond to user inquiries and technical issues via phone, email, or in-person, and provide timely and effective solutions.
• Diagnose and troubleshoot first- and second-level hardware, software, and network problems.
• Facilitate the prompt and seamless escalation and follow-up of more complex technical issues to the appropriate person(s).
• Collaborate with others to resolve issues and ensure seamless service delivery.
• Provide technical training and guidance to users to ensure they make the most effective use of technology.
• Administer user accounts, permissions, and access controls to ensure security and compliance with company policies.
• Administer asset and inventory system to properly track and maintain records of hardware and software assets.

What we’re looking for:

• Experience providing in-person and remote support in a technical support role.
• Experience troubleshooting computer desktop hardware and peripherals.
• Experience troubleshooting system and application problems.
• Special consideration given to those with experience supporting both the Apple and Microsoft family of Operating Systems and Applications.
• Experience documenting incidents, technical writing, knowledge articles and delivering customer-focused training.
• Effective and precise writing, grammar, and verbal communication skills.
• Self-motivated with an ability to manage time well, multitask, and prioritize workload and to work independently under pressure of tight deadlines.
• Proven ability to build relationships across an organization and develop collaborative partnerships.
• Ability to model empathy, compassion, and maturity as a member of a diverse team.
• Commitment to providing a superior customer experience.

In order to qualify for this position, applicants must meet the minimum qualificaitons listed below:

• Three (3) years of information systems experience in a technical support role;
• Or, an Associate's degree in Computer Science, Information Technology, or related field, or completion of an accredited vocational training program in information technology or related field; AND two (2) years of experience in a Customer Service role
• A Bachelor's degree in Information Technology, Computer Science, or related field may substitute for all of the above.

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If you have these qualities, let us know through your application materials! It’s how we will choose whom to move forward.

Projected Recruitment Timeline

• Recruitment Closes: April 3, 2024
• 1st Round 30 min Interview: Apr 8 - 12, 2024
• 2nd Round if needed: Apr 15 - 19, 2024

*These dates are approximate and may change. *
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How to apply:

• A cover letter and resume are required. Your cover letter should demonstrate how your experience and training relate to your qualities under the "what we’re looking for" section above.
• Your cover letter may be addressed to the hiring manager, Ryan Schlunz, CIO.
• Upon submitting your application, please check your Workday account for additional tasks to complete, such as questionnaires, and to request veteran's preferences (if applicable).

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What’s in it for you

The opportunity to work in a productive and creative environment where no two days are the same! We offer a competitive benefits package, including comprehensive medical, vision, and dental benefits for employees and their qualified family members, as well as paid sick leave, vacation leave, personal leave, and 11 paid holidays a year. In addition, we offer membership in the Public Employees Retirement System (PERS), deferred compensation, and the opportunity to receive loan forgiveness under the Public Service Loan Forgiveness Program (PSLF).

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Additional Information:

For current state employees, please apply through your employee Workday account.

• Please ensure you've provided a thorough and updated application regarding the position for which you are applying. The required application materials submitted at the time of application will be used to determine salary based on a pay equity assessment. For further information, please visit the Pay Equity Project homepage.
• This position is represented by SEIU.
• This recruitment may be used to fill future vacancies.
• The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying, the salary range will reflect the additional PERS contribution. Please review the Classification and Compensation page for more details, or you may visit our website.
• United States Employment Eligibility: The Oregon Department of Agriculture does not offer visa sponsorship. Within three days of hire, all applicants will be required to complete the US Department of Homeland Security's Form I-9, confirming authorization to work in the United States. The Oregon Employment Department is an E-Verify employer. If you are a successful candidate, you must present your I-9 acceptable documents (See page 3) for employment verification.