SUMMARY OF POSITION

This position is FLSA non-exempt and eligible for overtime. This position is union represented. Provides technical support to both agency and organizations under contract. This position uses the department’s technology support system to identify and track hardware, software, telephone, and hand-held device issues. Installs and maintains desktop level hardware and software as required. This position is a Mandatory Reporter by statutory requirement.

Essential Job Expectation:  The employee shall comply with all federal, state, and local laws, regulations, executive orders, and ordinances. The employee expressly agrees to comply with OCWCOG policy and privacy practices to ensure the privacy of client information, which includes but is not limited to Personally Identifiable Information, Protected Health Information, and compliance with Title II, Subtitle F of the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

ESSENTIAL JOB DUTIES

60% - Customer Service and Assistance

• Workstation support and administration
  • Tier 1 Help Desk support
  • Ensure full documentation of all tickets including detailed notes of all steps taken prior to escalation
  • Create and post user self-help documents; provide basic user training as needed
  • Ensure all Help Desk and user self-help documentation is accurate
    
  • Provide desktop operating system troubleshooting and support
    
  • Provide desktop, laptop, remote and mobile support
    
  • Provide general user account management troubleshooting and support
    
  • Assist with printer and multifunction device troubleshooting and support
• Act as the primary point-of-contact for the Technology Services team while providing excellent communication and customer service
• Assist with staff on-boarding, orientation, staff moves and off-boarding support
• Assist with major, agency-wide hardware and software upgrades, testing and replacement
• Assist with hardware inventory and asset control
• Ensure all devices free of all data prior to decommissioning and surplus
• Place and track service requests on equipment as necessary

20% - Operations

• Assist and support the Technology Services team through daily assignment, interaction and operations
• Assist with general applications support and administration
• Assist with analysis and troubleshooting of software errors/diagnostic messages
• Diagnose and resolve desktop technology issues including computer, software, Internet, telephone, printers, tablets, smart phones, and similar devices approved for business use
• Assist with software licensing and inventory control
• Interface with colleagues and technicians in other agencies, jurisdictions, and third-party providers

10% - Systems

• Assist with new computer and telephone installation, including operating systems, software applications, patches, updates, and associated wiring or wireless connections and business processes
• Assist with deployments of new on-premise and cloud technology solutions for the agency and its customers

10% - Training, Professional Development, and Planning

• Attend regular industry training and obtain certifications to remain current with technology services and solutions, as assigned
• Provide input on technical training necessary to meet the needs of the section and agency

OTHER JOB DUTIES

• Performs position duties in a manner that promotes customer service and harmonious working relationships, including treating all persons courteously and respectfully
• Engages in effective team participation through willingness to assist and support co-workers, supervisors, and other work related-associations
• Develops good working relationships with division and agency staff and supervisors through active participation in accomplishing group projects and in identifying and resolving problems in a constructive manner
• Demonstrates positive acceptance of constructive feedback and suggestions, in an effort to strengthen work performance
• Contributes to a positive, respectful, and productive work atmosphere
• Regular attendance is required to meet the demands of this job and to provide necessary services
• Serves on various committees, as assigned
• Maintains knowledge of software requirements and related equipment for planned systems

SUPERVISION RECEIVED

Receives general supervision from the Technology Services Director

SUPERVISORY RESPONSIBILITIES: None

WORKING ENVIRONMENT

Work is performed primarily indoors with frequent travel to outlying offices. Typical environment is diverse with multiple vendors, multiple sites, and distributed needs within the agency and sites under contract.

Work requires bending, stooping and crawling in order to install and/or repair computer equipment, as well as hand/eye coordination in the operations of computers and related equipment.  Job requires some evening and weekend work as needed.

MINIMUM QUALIFICATIONS

Experience & Training

Three (3) years of information systems experience in desktop support and customer service;

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 desktop support and customer service.

OR, any satisfactory equivalent combination of experience and training which demonstrates the knowledge, skills and abilities in order to perform the duties of the job.

Knowledge, Skills and Abilities

• Advanced knowledge of Microsoft 365 (Excel, Word, Outlook, Teams) software;
• Knowledge of web editors and publishers;
• Knowledge of programming methods including relational databases;
• Knowledge and skills in maintaining computer equipment including testing and replacing defective hardware, hardware configuration and installing operating systems or application software in a network environment;
• Knowledge of phone systems;
• Knowledge of wireless access and virtual private networks;
• Knowledge of document retention policies and practices;
• Knowledge of confidentiality rules and HIPAA security;
• Knowledge of project management;
• Knowledge of Internet systems including web servers, DNS configuration, TCP/IP configuration and routing principles;
• Knowledge of network security including Firewalls, virus protection and security policies;
• Knowledge of document retention policy and practices;
• Knowledge of Windows Server Systems.
• Working knowledge of network fundamentals obtained through a CompTIA Network + certification or equivalent education or experience.
• Ability to operate a personal computer in a network environment;
• Ability to perform maintenance tasks using remote access techniques;
• Ability to work independently on assigned tasks, handle multiple projects and a high volume of work;
• Ability to follow complex technical instructions, both verbal and written;
• Ability to communicate both verbally, and in writing, on technical issues to technical and non-technical staff in a personable and professional manner;
• Ability to use innovative and creative approaches to problem solving;
• Ability to respond in a courteous and efficient manner to inquiries from the public and staff;
• Ability to present to members, other agency staff, and the public a professional image which instills confidence and always reflects well upon the agency and agency administration;
• Ability to identify and refer significant policy inquiries to supervisor or appropriate staff;
• Physical ability to lift and move computers and peripherals (up to 50 pounds), with or without assistance, climb ladders, bend and stoop;
• Manual dexterity sufficient to manipulate a variety of small hand tools used to install, build, test, and diagnose computers, wiring and equipment.

Licenses, Certificates, & Other Requirements

• Must have a valid Oregon Driver's License and ability to travel for on site assistance and delivery of equipment

• Must successfully complete a criminal background history check

• Must successfully complete CJIS clearance and pass CJIS certification within 60 days of employment

• Must have COMPTIA A+ and Network+ certifications or the equivalent. May require additional certifications to meet agency needs for changes in technology

• Must be available for work at or before 8:00 a.m. and available for occasional weekend and after-hours work

This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

Requirements are representative of minimum levels of knowledge, skills and abilities. To successfully perform this job, the employee will possess the abilities or aptitudes to perform each duty proficiently.