Service Desk Analyst (ISS 4)

State of Oregon • Tigard, OR

5d • Hybrid

About The Position

Oregon State Treasury is recruiting for the position of Service Desk Analyst (Information Systems Specialist 4). The primary purpose of this position is response to incidents/request for the Service Desk Tier 1, in office support for Service Desk, provide operations functions at Oregon State Treasury.

Requirements

• Three (3) years of information systems experience in service desk analyst work; OR 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; AND one (1) year of information systems experience in service desk analyst work.

Nice To Haves

• Customer Service Service Desk Level 1 & 2. User error, triage of software, password resets, repetitive functions, follows procedures
• Relevant experience with Windows OS, Microsoft System Center Configuration Manager, Internet Browsers, Microsoft Office Suit, Microsoft Active Directory. (3/5 listed)
• Inventory management and asset tracking
• Experience with information security
• Experience with customer training, create documentation on resolutions and write procedures.
• Experience with participating or leading projects for Information Technology initiatives.
• Respect – Treats all individuals fairly and respectfully; works effectively with others; fosters an environment where opportunities to thrive are available to all; respects different values and viewpoints.
• Teamwork – Acts in a professional, respectful, and courteous manner, recognizes the worth of others, and places the good of the team ahead of personal objectives .
• Flexibility – Demonstrates willingness to change to meet organizational needs, professionally handles discomfort with a changing work environment, and remains calm in stressful situations.
• Communication – Effectively articulates and exchanges information with internal and external stakeholders. Is prompt in responding to questions and inquiries.
• Initiative – Takes appropriate action without waiting for explicit instructions, generates creative approaches to addressing problems and opportunities.
• Critical Thinking – Identifies and weighs options, makes sound decisions after reviewing all relevant information, plans for potential problems, takes calculated risks, and recognizes impact of solutions.
• Time Management – Prioritizes and manages time effectively across various competing tasks, demonstrating focus and adaptability, arriving on time for meetings, and meeting deadlines.
• Attention to Detail – Demonstrates accuracy and thoroughness when accomplishing tasks.

Responsibilities

• Service Desk Support (Complexity level 1 & 2), work with OST users, other State agencies and Treasury customers.
• Perform installation of software and management of workstation hardware security, patching, and upgrades.
• Ensure mobile devices are managed by Mobile Device Management.
• Task in Active Directory, which includes create and remove user accounts, create and maintain file/folder permissions.
• Follow procurement process for technology and software procurement.
• Contact technology vendors for service or troubleshooting of applications.
• Ensure assets are assigned to users/locations in Asset Management systems as they are distributed.
• Respond to Service Desk procurement task in Contract Insights.
• Document resolutions, and update knowledge articles and procedures as appropriate.
• Under supervision perform patches in SCCM on servers following patch cycle.
• Perform clean up of server and workstation patches.
• Ensures non-compliant workstations are brought into compliance.
• New Hire Orientation for technology, remote or in person.
• Hardware and Mobile device refreshes as needed.
• Provide support for Business Units use of technology in Board Meetings as needed.
• Other duties as assigned.

Benefits

• Oregon state government provides preference in employment to qualifying veterans, disabled veterans, as well as current and former servicemembers of the Oregon National Guard, in accordance with ORS 408.225, 408.230, and 408.235.
• OST is an equal opportunity, affirmative action employer committed to a diverse workforce.
• Consistent with the Americans with Disabilities Act (ADA), Oregon State Treasury will provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree