Service Desk Analyst

3 weeks ago

Salem, United States State of Oregon Full time
Job Description:

Oregon State Treasury is recruiting for the position of ​Service Desk Analyst​.  

 

This position is responsible for handling and responding to IT related incidents and requests that come to the IT service desk; installs software and manages workstation hardware, security, patching, and upgrades; ensures the management of active directory and mobile devices; contacts technology vendors for service and troubleshooting; ensures that assets are assigned to users; responds to service desk procurement tasks; documents resolutions and updates knowledge articles; provides new hire computer and technology orientation; and provides technology assistance during board meetings.. 

 

This is a SEIU represented position. This position is classified as an Information Systems Specialist 4.  

 

Job Duties 

  • Work with OST users, other State agencies and Treasury customers. 

  • Perform installation of software and management of workstation hardware security, patching, and upgrades. 

  • 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.  

  • Document resolutions, and update knowledge articles and procedures as appropriate. 

  • New Hire Orientation for technology, remote or in person.  

 

Work Schedule 

This position will have the opportunity for a hybrid (remote and in-office) work location schedule; in-office work will be predominately from Treasury’s office in Salem, with occasional travel to Tigard.  

 

The schedule will be approximately 60%  time spent remote with two days a week in office presence, supporting meetings as needed and additional time in the office when remote support is not sufficient.  

 

Salary Range 

The salary range listed at the top of this job posting indicates the monthly salary range for this position. 

 

Job Classification 

This position is classified as an ​Information Systems Specialist 4​. This position is ​a SEIU represented position​. 

 

Required Minimum Qualifications  

  • Three (3) years of information systems experience in service desk analytics; 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 analytics.  

Desired Attributes 

Job Specific Attributes  

  • Experience in Information Technology. 

  • Experience with customer Service in user support roles for a range of software and systems. 

  • Software experience with Windows OS, Microsoft System Center Configuration Manager, Internet Browsers, Microsoft Office Suit, Microsoft Active Directory\Entra ID(Azure).  

  • Understanding of cyber security practices, and application of those practices in a financial services environment. 

  • Experience in IT asset management, software licensing and enterprise procurement practices. 

  • Experience in documenting incident resolution, knowledge articles and delivering customer focused trainings. 

  • Experience working as member of project implementation or a subject matter expert on projects. 

Core Attributes  

  • 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. 

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