Service Desk Analyst (ISS 4

Service Desk Analyst (ISS
4)

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.

Job Duties Summary

• 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.

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 Tigard office. This position will work in the office two days per week, with additional days in the office as needed for business operational needs. During the initial training period, employees are expected to be in the office more frequently to support onboarding, learning, and collaboration.

Salary Range

$62,136-$93,972 annually.

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 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.

Desired Attributes

Job Specific Attributes

• 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.

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…