Customer Support Specialist (Information Systems Specialist 4) – Join arenaflex's Innovative IT Team

Are you a tech-savvy individual with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex is seeking a highly motivated and skilled Customer Support Specialist (Information Systems Specialist 4) to join our dynamic IT team.

About arenaflex

arenaflex is a progressive business regulatory state agency dedicated to protecting and serving Oregon's consumers and workers while supporting a positive business climate. Our mission is to make a meaningful impact in the lives of Oregonians, and we're committed to fostering a culture of innovation, collaboration, and excellence.

What We Offer

As a valued member of our team, you'll enjoy a comprehensive benefits package, 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 to 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

About the Role

As a Customer Support Specialist (Information Systems Specialist 4), you'll be part of our IT Service Desk team, providing technical support to resolve IT-related issues for internal customers. You'll have a variety of duties, including:

• 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

Typical Duties

* 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 our ticket-tracking tool
• Triage proactive/reactive alerts and escalate accordingly
• Escalate and track system and network issues when necessary
• Provide agency-wide email communications for scheduled maintenance and incidents
• Process user access request tickets
• Perform laptop builds
• Troubleshoot and resolve technical issues related to software products, devices, and system performance
• Participate in creating and maintaining content for our Service Desk knowledge base

What We're Looking For

To be successful in this role, you'll need:

• 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

Preferred Skills

* 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

How to Apply

If you're a motivated and skilled individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter in the "Resume / CV" section of the application. Only complete applications received by the posted application deadline date will be considered.

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.

Join Our Team

At arenaflex, we're 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. If you're passionate about public service and want to make a meaningful impact in the lives of Oregonians, we encourage you to apply for this exciting opportunity. Apply Job! Apply for this job