Customer Support Specialist (Information Systems Specialist 4)

$56,892 - $86,040/Yr

Department Of Consumer And Business Services - Salem, OR

Full-time - Mid Level

Salem, OR

Administration of Economic Programs

About the position

The Customer Support Specialist (Information Systems Specialist 4) position at the Department of Consumer & Business Services is designed for IT professionals who are passionate about providing quality user support and solving technical problems. This role involves working within the IT Service Desk team to deliver excellent customer service while assisting internal customers with IT-related issues. The position supports a diverse range of applications and systems critical to the agency's mission of protecting Oregon's consumers and workers.

Responsibilities

• Provide timely, quality support and assistance for business applications used by the agency.
• Analyze, prioritize, troubleshoot, track, and document application issues and service requests.
• Ensure support processes are accurately maintained and followed while ensuring quality and consistency throughout the life of support requests.
• Conduct first-call resolution for password resets and management of user accounts, security tokens, and login sessions.
• Record, update, and resolve requests and incidents in the ticket-tracking tool.
• Triage proactive/reactive alerts and escalate accordingly.
• Provide agency-wide email communications for scheduled maintenance and incidents.
• Process user access request tickets.
• Perform laptop builds and troubleshoot technical issues related to software products, devices, and system performance.
• Participate in creating and maintaining content for the Service Desk knowledge base.

Requirements

• Three years of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards; OR an associate degree in Computer Science, Information Technology, or related field; OR completion of a two-year accredited vocational training program in information technology or related field; AND one year of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards.
• Thorough understanding of customer service principles.
• Advanced user-level knowledge and troubleshooting of Windows operating systems.
• Advanced user-level knowledge and troubleshooting of Microsoft O365/2016 (or higher).
• General knowledge of business computing systems, including servers, networks, relational database systems, web services, and enterprise software.

Nice-to-haves

• Basic principles of IT security
• Familiarity with network operations
• Familiarity with continuous improvement
• Strong interpersonal and communication skills
• Experience working as part of a team.

Benefits

• 11 paid holidays a year
• 8 hours of vacation per month
• 8 hours of sick leave per month
• 24 hours of personal business leave per fiscal year
• Pension and retirement programs
• A competitive benefits package
• Possible eligibility for the Public Service Loan Forgiveness Program
• Advancement and learning opportunities
• Specialized orientation and onboarding activities for new employees
• Regular training sessions provided by in-house subject matter experts
• A department that values diversity and workforce development
• Rewarding work in a productive and creative environment