Information System Specialist 3 (IT Call Center Technician) – Multiple Positions

State of Oregon•Portland, OR

1d•$4,765 - $7,211•Hybrid

About The Position

The Oregon Liquor & Cannabis Commission (OLCC) is recruiting for multiple IT Call Center Technicians. OLCC oversees access to alcohol and cannabis products in Oregon through education, regulation, and distilled spirits distribution. Our aim is to protect public health and safety while supporting responsible businesses and providing funding for local and state agencies. The agency is comprised of three major operational programs: the Distilled Spirits Program, the Recreational Marijuana Program, and the Public Safety Program. Revenue generated from these programs helps support state and local government programs. This position is with the Distilled Spirits Program, which oversees the distribution and sale of distilled spirits in the state. The Distilled Spirits division centrally purchases, warehouses, and distributes distilled spirits to Oregon’s independently operated liquor stores.

Requirements

Two (2) years of information systems experience in: delivering support for general business hardware, networks and peripherals including laptop and desktop computers, wireless access points, switches, basic network routing and printers.
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.

Nice To Haves

Comfortable delivering support to customers via telephone, chat and/or screen share.
Technical Certifications such as: Microsoft Azure Fundamentals, AWS Cloud Practitioner, CompTIA, etc.
Demonstrated experience working with electronic payments, credit card processing and payment transactions.
Operational experience with Microsoft Office/365 products.
Strong customer‑service sensibility, including the ability to support small business owners and the general public with patience, clarity, and empathy.
Ability to communicate technical information in clear, accessible language to non‑technical audiences.
Skill in navigating complex organizational environments and collaborating with cross‑functional partners, vendors, and subject‑matter experts.
Experience supporting SaaS applications or other multi‑platform technology ecosystems, including the ability to learn new systems quickly.
Strong organizational and prioritization skills, especially during periods of high call volume or system outages.

Responsibilities

Help users answer unusual or less common questions which may be referred from other agency staff or require technical analysis or screen sharing for diagnosis.
Provides end-user support for the Commission’s public facing software used by agency customers including but not limited to liquor store employees, licensees, permittees, vendors.
Contacts vendors and other external entities to coordinate problem solutions and prioritizes problems and works with users, vendors and other parties to resolve conflicts.
Troubleshoots with third-party contract resources to ensure smooth operation and ongoing maintenance of contracted IT resources such as software, phone systems, etc. as needed.
Conducts business analysis and research for small or established projects, sections of large projects, or current business processes.
Works with IT Project Management Office to provide quality assurance and usability testing, application deployment and Tiers 1 & 2 end-user support for externally facing applications.