Service Desk Analyst (Information Systems Specialist 4)

State of Oregon

1d • Hybrid

About The Position

Note: Effective Feb. 1, 2026, the compensation plan for this position will be increased to reflect a Cost-of-Living Adjustment (COLA) of 2.5%. The salary listed in this posting does not reflect the COLA. Do you have a knack for troubleshooting and a passion for helping others? Do you thrive in fast-paced environments and excel at managing multiple priorities? If you’re an experienced IT professional with service desk expertise, we’d love to have you join our innovative Information Technology team! At the Oregon Employment Department, we actively support a workforce that is representative of the people we serve including people from various races, genders, abilities, cultures, language skills, geographic locations, and justice system involvement. We value your life experiences and encourage everyone to apply with your transferable skills and qualifications from your work, school, and volunteer experiences. Please let us know if you need a reasonable accommodation. WHAT YOU WILL DO: The Service Desk is the first point of contact for OED IT support. Service Desk Analysts provide direct support to agency and partner staff members on the phone, remotely and in person. Our number one priority is to keep employees working efficiently so they can successfully support OED customers. This position is responsible for providing fast-paced customer service and technical support for OED end users and managing day-to day service delivery problems, troubleshooting various technology systems and hardware used by OED staff, customers and partners, and working with computer hardware and software, audio/video equipment, printers, phones, mobile devices and other related IT hardware.

Requirements

• Three (3) years of information systems experience in: information technology service desk or desktop and/or remote technical support; 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 working in information technology service desk or desktop and/or remote technical support.
• Valid Oregon Driver’s License; occasional in-state and overnight travel may be required.

Nice To Haves

• Experience providing remote, telephone and/or in-person customer-facing support in a technical role
• Experience troubleshooting and supporting end users for Microsoft Windows OS and Microsoft Office/M365 applications
• Experience troubleshooting computer hardware and software issues; imaging and deploying desktop and laptop computers, and installing software
• Experience documenting incidents in a ticketing system and updating or creating knowledge articles
• Effective and precise writing, grammar, and verbal communication skills and ability to convey technical information to non-technical end users
• Self-motivated with an ability to manage time well, multitask, and prioritize workload and to work independently under pressure of tight deadlines
• Commitment to valuing diversity and promoting inclusion and equity
• Commitment to customer care and satisfaction

Responsibilities

• Provide customer service and technical support for OED users and manage day-to-day service delivery problems, in person and remotely
• Troubleshoot various technology systems and hardware used by OED staff, customers and partners
• Install standardized computer equipment, software, and applications, including consultation and hardware acquisition
• Participate in the Service Desk phone queue by fielding customer calls during assigned shifts
• Document procedures and processes; provide timely documentation in ticket system of all work performed, related correspondence, and attachments.
• Collaborate with other IT teams, OED Business sections, and agencies
• Communicate to OED users about events, planned and unplanned service interruptions, or general technical notifications via email
• Educate customers on procedures and processes
• Occasional in-state and overnight travel may be required

Benefits

• A workplace that balances productivity with enjoyment and encourages learning and mentoring.
• Rewarding work in a dynamic and creative environment with colleagues who are passionate about public service.
• Work/life balance, 11 paid holidays a year, and a competitive benefits package.
• Public Service Loan Forgiveness opportunity!
• Get There - Oregon’s easy-to-use carpool matching tool and trip planner.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees