Technical Support Analyst, Information Systems Specialist 5 (Pendleton/Madras) Multiple Positions

State of Oregon•Pendleton, OR

2d•Hybrid

About The Position

The Oregon Department of Corrections is hiring Information Systems Specialist 5 Technical Support Analysts for Eastern Oregon Correctional Institution in Pendleton and Deer Ridge Correctional Institution in Madras. One position is anticipated at each location; final assignments depend on state hiring requirements and operational needs. Interviews will be held in person at the applicable institution. The position requires on-site work during the first year, with the possibility of a hybrid schedule after successful completion of the trial service period. The analyst serves as a key contact for keeping automation systems used by DOC staff and multi-jurisdictional partners operational, secure, and connected to DOC and AIC networks. The role primarily supports a designated region and provides expert-level support and backup elsewhere in the state as needed. It supports daily operations at correctional institutions, community corrections offices, and partner agencies by responding to service requests, resolving complex incidents, and collaborating with end users and technical teams. The position is represented by AFSCME and may qualify for Police & Fire benefits through PERS, as defined by statute. Work schedules are driven by user needs. Requests are entered into the Call Tracking System and assigned to geographic pools; the analyst selects requests in their area and travels to the work site. Duties are performed inside correctional facilities, prisons, and Community Corrections offices, with daily contact with adults in custody, probationers, and post-prison offenders. The role involves frequent travel between sites, occasional in-state and out-of-state overnight travel, extensive walking, and lifting, bending, crawling, and reaching while handling computer equipment. The successful candidate must pass a CJIS fingerprint-based background check and maintain eligibility. A felony conviction disqualifies applicants due to CJIS system-access requirements. The Department of Corrections does not offer visa sponsorship.

Requirements

Meet one of the following minimum qualification pathways: four years of information systems experience in technical support; an associate’s degree in computer science or information technology; completion of a two-year accredited vocational training program in information technology and two years of information systems experience in technical support; or a bachelor’s degree in Information Technology or Computer Science, which may substitute for the preceding qualifications.
Have proven experience in systems support, network troubleshooting, and incident resolution.
Have experience working with IT Service Management systems.
Be able to prioritize and manage multiple incidents and service requests under tight deadlines.
Be familiar with endpoint management tools such as Intune or similar tools.
Have strong documentation, communication, and customer service skills, and be able to follow ODOC standards and procedures.
Be proficient working in a team environment.
Have familiarity and working experience with Microsoft products, specifically SharePoint and Power Apps.
Have a valid driver’s license.
Be able to safely lift, move, and transport PCs, terminals, and other computer equipment weighing up to 25 pounds.
Pass a CJIS fingerprint-based background check and maintain CJIS eligibility; any felony conviction disqualifies an applicant.

Responsibilities

Keep DOC automation systems operational, secure, and connected to DOC and AIC networks.
Provide technical support primarily to a designated region and expert-level backup support to other areas throughout the state as needed.
Support daily operations for correctional institutions, community corrections, and outside agency partners.
Respond to service requests and resolve complex incidents.
Collaborate with end users and technical teams to ensure systems function seamlessly.
Select service requests assigned to the geographic pool for the analyst’s area and travel to the work site.
Install, configure, and troubleshoot software and hardware, including iSeries client software, Office 365, Power BI reporting, VPN, ODBC, and Electronic Security network components.