Experienced Customer Support Specialist – Information Systems Specialist 4 at arenaflex

Join arenaflex, a progressive business regulatory state agency dedicated to protecting and serving Oregon's consumers and workers while supporting a positive business climate. As an Experienced Customer Support Specialist – Information Systems Specialist 4, you will be part of the IT Service Desk team, providing technical support to resolve IT-related issues for internal customers. If you're an information technology professional who likes to solve problems, enjoys working with both technology and people, and values diversity and collaborative teamwork, consider joining our team!

About arenaflex

arenaflex is a dynamic and innovative organization that values diversity, workforce development, and creating opportunities for professional growth. Our mission is to protect and serve Oregon's consumers and workers while supporting a positive business climate. We strive to be a leader in the industry, providing exceptional customer service and support to our internal customers. Our team is passionate about public service and is committed to making a positive impact in the community.

What We Offer

As an Experienced Customer Support Specialist – Information Systems Specialist 4 at arenaflex, you will enjoy a range of benefits, including:

• 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 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

Job Responsibilities

As an Experienced Customer Support Specialist – Information Systems Specialist 4, you will be responsible for:

• Providing timely, quality support and assistance for business applications used by the agency
• Analyzing, prioritizing, troubleshooting, tracking, and documenting application issues and service requests
• Ensuring support processes are accurately maintained and followed while ensuring quality and consistency throughout the life of support requests
• Gaining and maintaining appropriate application and infrastructure knowledge and experience to effectively and efficiently support agency software applications
• Conducting first-call resolution for password resets and management of user accounts, security tokens, and login sessions
• Recording, updating, and resolving requests and incidents in our ticket-tracking tool
• Triage proactive/reactive alerts and escalate accordingly
• Escalating and tracking system and network issues when necessary
• Providing agency-wide email communications for scheduled maintenance and incidents
• Processing user access request tickets
• Performing laptop builds
• Troubleshooting and resolving technical issues related to software products, devices, and system performance
• Participating in creating and maintaining content for our Service Desk knowledge base

Qualifications

To be considered for this position, you must meet the following qualifications:

• Information Systems Specialist 4 Minimum Qualifications:

+ Three (3) 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 (2) year accredited vocational training program in information technology or related field; AND + one (1) year of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards;

• Requested Skills:

+ 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 + Basic principles of IT security + Basic understanding of IT operations + Familiarity with network operations + Familiarity with continuous improvement

• Technical Skills & Abilities:

+ Extensive experience providing end-user, technical support within a service desk team for a Microsoft Windows environment + Experience utilizing a ticket-tracking tool + Experience using a multi-line phone system + Ability to work in a busy environment with frequent interruptions + Experience applying documented processes, procedures, and standards in the performance of assigned tasks and duties + Strong interpersonal and communication skills + Experience working as part of a team

How to Apply

To apply for this position, please submit a resume and cover letter 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. 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.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and does not discriminate on the basis of 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.

Join Our Team

If you're passionate about public service, enjoy working with technology and people, and value diversity and collaborative teamwork, consider joining our team at arenaflex. We offer a range of benefits, including competitive pay, excellent benefits, and opportunities for professional growth and development. Apply today to become an Experienced Customer Support Specialist – Information Systems Specialist 4 at arenaflex! Apply Job! Apply for this job