Law Enforcement Data Systems (LEDS) Help Desk – Public Service Representative 4
About The Position
The Oregon State Police is hiring two full-time, permanent Law Enforcement Data Systems (LEDS) Help Desk – Public Service Representative 4 positions in Salem, Oregon. This is an in-office role; remote and hybrid schedules are not available. The position supports local, state, and federal representatives in accessing and using LEDS. It provides extended-hours help desk coverage, including after-hours, weekends, holidays, and overflow responses. The LEDS Help Desk troubleshoots and tickets problems to help resolve system outages. The employee uses a ticketing system to assign on-call support when a critical outage requires immediate attention. The role also assists the Oregon State Police Information Technology/Service Desk with after-hours, weekend, holiday, and overflow responses. This may include resolving minor technical issues, submitting online tickets, and notifying on-call support. Applicants must submit a resume demonstrating the minimum qualifications and a cover letter of no more than two pages addressing the preferred skills. The position is covered by an AFSCME Collective Bargaining Agreement. LEDS certification is required or must be obtained within 30 days of hire.
Requirements
- Three years of experience performing public contact and/or customer service duties comparable to the work of a Public Service Representative.
- At least two years of the required experience must include dealing with the public in person or by phone to provide information about services and programs; explain rules, programs, and procedures; and/or provide assistance, explain requirements, and gain compliance.
- Must be LEDS certified or able to obtain certification within 30 days of hire.
- Submit a resume demonstrating experience related to the minimum qualifications and a cover letter of no more than two pages addressing the preferred skills.
Nice To Haves
- Ability to reference policy and procedure manuals, handbooks, or specialized sources to research and analyze information and determine a course of action.
- Ability to explain LEDS operating or service rules and policies to the public by phone or in writing.
- Ability to recognize issues or situations that could have an adverse impact and make independent judgments and decisions when explaining and applying policy and procedure.
- Ability to monitor different sources concurrently, multitask, and appropriately prioritize responsibilities.
- Ability to act as a liaison between public and private entities to clarify and resolve issues.
Responsibilities
- Support local, state, and federal representatives with access to and use of the Law Enforcement Data Systems (LEDS).
- Provide extended-hours help desk support, including after-hours, weekends, holidays, and overflow responses.
- Troubleshoot and ticket problems to assist in resolving LEDS outages.
- Use a ticketing system to assign on-call support for critical system outages requiring immediate attention.
- Assist the Oregon State Police Information Technology/Service Desk with after-hours, weekend, holiday, and overflow responses.
- Resolve minor technical issues, create online tickets, and notify on-call support as needed.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
