Tier 2 Service Desk Technician (Information Systems Specialist 4)

Initial Posting Date:

02/06/2025

Application Deadline:

03/06/2025

Agency:

Oregon Health Authority

Salary Range:

$5,052 - $7,640

Position Type:

Employee

Position Title:

Tier 2 Service Desk Technician (Information Systems Specialist 4)

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 - Tier 2  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.

What you will do!

Provide day-to-day support to ODHS and OHA staff in the maintenance, repair and use of personal computers and information systems.  Tickets for work performed are entered into the unit’s ticket tracking system known as CA.  This includes support for local area networks, servers, wide area network infrastructure, and common and standardized software. IT business processes that are adhered to in performing day-to-day support includes incident management, change management, asset management, configuration management and other applicable IT service management functions.

Specifically, this position is responsible for the following:

Tier 2 technical support – this position works to resolve higher level technical issues remotely that are escalated from tier 1 technical staff.  The position works to find solutions to common issues, communicates the solution and posts them in the knowledge base for future retrieval. IT business processes that are adhered to in performing day-to-day support includes incident management, change management, asset management, configuration management and other applicable IT service management functions.

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:

MINIMUM QUALIFICATIONS: Information Systems Specialist 4

(a) Three (3) years of information systems experience in:

IT helpdesk, Information System, or desktop support experience

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;

AND

one (1) year of information systems experience in:

IT helpdesk, Information System, or desktop support experience

Working Conditions

• This position works in a standard open office environment with cubicles. The 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.

• Incumbent responds to customers in person and by phone and may occasionally be exposed to difficult situations requiring diplomacy and de-escalation strategies.

• At times, weekend and evening work may be necessary to meet customer demands and department deadlines.

• This position requires the ability to work on multiple tasks simultaneously, sometimes within short time frames, and interface effectively with business partners.

• Position requires maintenance of tight deadlines and close coordination of a large number of tasks.

• Deadlines and department requirements may create stressful situations.

Desired Attributes:

• Must have expert knowledge of Active Directory administration and troubleshooting.

• Must have experience supporting mobile email devices such as iPhone (and other, similar technologies)

• Must have experience supporting, maintaining and administering core Microsoft technologies.

• Sound working knowledge of Internet/Intranet technologies including security features.

• Sound working knowledge of remote access technology.

• Proficient and familiar with MS Office Professional Suite including the ability to fluently use Microsoft Word, Excel.

• Excellent customer service and telephone skills, and experience in a professional service environment, with responsibility for supporting multiple applications and network environments.

• Must have Good verbal and written communications skills.

• Must have very strong problem solving skills.

• Must work collaboratively in a team setting sharing information and contribute to the team’s success

How to Apply

• Complete the online application
• 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.
• Workday will timeout after 15 minutes of inactivity.
• Workday performs best in Google Chrome.
• You must have a valid email address to apply.
• 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 umulkher.abdullahi@dhsoha.state.or.us   

TTY users please use the Oregon Telecommunications Relay Service: 1-800-735-2900. For technical support, please call toll free 1-855-524-5627, 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/”?