Job details

EOC Technical Support Associate (Information Technology Associate)

ALL STATE OF OREGON JOB APPLICATIONS MUST BE SUBMITTED THROUGH WORKDAY:

https://oregon.wd5.myworkdayjobs.com/en-US/SOR_External_Career_Site/job/Information-Technology-Associate--EOC-Technical-Support-Associate-_REQ-132413

Interviews: Interviews are scheduled within two weeks after application deadline.

Benefits

The Oregon Judicial Department (OJD) provides a variety of employee benefits that includes health, dental and vision coverage, and paid leave. Optional employee-paid benefits include life insurance, long- and short-term disability, long-term care, flexible spending accounts, and commuter benefits. New employees who are not already Public Employees Retirement System (PERS) members will participate in the Oregon Public Service Retirement Plan (OPSRP) and the Individual Account Program (IAP) after six calendar months of employment in a qualifying position. The OPSRP plan can provide a lifetime pension after five years of service and the IAP is a separate investment account in addition to the pension. Employees also have an opportunity to participate in the Oregon Savings Growth Plan, a 457(b) deferred compensation retirement plan. For additional information on OJD employment benefits, visit here.

Position Highlights

OJD’s Office of the State Court Administrator(OSCA) is hiring an Eastern Oregon Courts (EOC) Technology Support Associate (Information Technology Associate) to join its team in Pendleton, Oregon.

Your main role will be to provide regional technology support for the Oregon Judicial Department (OJD); specifically remote and local support to 15 circuit courts in the State of Oregon. You will triage help tickets and provide Tier 2 technical assistance on behalf of ETSD to court staff, judges, management, end-users, OJD vendors or stakeholders, and the public. You are expected to develop and manage working relationships with these customers as well as effectively communicate in written and oral formats to explain difficult technical information to sustain the functionality of the courts.

You will follow documentation, team member feedback and policy as you provide direction for Tier 1 and Tier 2 support. Your role includes installing and troubleshooting audio/visual equipment, windows pcs, printers, scanners, and various other hardware equipment and software packages. You will monitor system hardware and software in EOC locations to proactively notify courts and other customers of necessary maintenance.

In doing your work, you will conduct on-site visits within the EOC to develop familiarity with the local court to implement and maintain ETSD enterprise standards for local court technologies. You will be part of a regional team spread across multiple courts to work together to provide support and resolution for court technology issues. You may be required at times to gather information and description of issues; submit help tickets for issues that require further escalation. You will also follow up on requests transferred to other section support staff until completion. Lastly, you will assist with asset tracking for new, changed, and removed inventory or other assessment activities.

Assigned tasks may be changed to accommodate workload and organizational needs. This position will directly report to the ETSD infrastructure Manager. We welcome all candidates who are inspired by our work and mission.

Instructions for Resume/Work History and Cover Letter

This recruitment requires a complete resume/work history and cover letter that addresses the Requested Skills and Attributes. To be considered for this position, you must follow these instructions:

Resume/Work History

Attach your updated resume in the Resume / CV / Cover Letter section of the application. The attached resume file should include your name.

AND

Complete the Job History/Work Experience portion of your Workday profile.

Cover Letter

Attach your cover letter (not to exceed two pages) in the Resume / CV / Cover Letter section of the application. The attached cover letter file should include your name.
In the body of your cover letter, please include responses to all Requested Skills and Attributes listed below.
Address the cover letter “To the Hiring Manager.”

Failure to follow these above points may result in rejection of your application.

All application materials will be evaluated for consistency of information, and your letter will be evaluated for grammar, spelling, punctuation, and language use in addition to demonstrated experience.

Minimum Qualifications

(These must be evident in your work history and resume.)

The qualified applicant must have at least 3 years of technical experience in the duties and infrastructure support required

AND
Must possess a bachelor’s degree in computer science, information technology, management, public administration, or a related field.

OR
Any combination of education and experienceequivalent to 7 years of experience that support the knowledge, skills, and abilities for this position.

Special Qualifications

(These must be verifiable in your application.)

You must have a current driver’s license and an acceptable driving record or be able to provide an acceptable alternate means of transportation.

Requested Skills and Attributes
(These must be verifiable in your application and addressed in your cover letter.)

ITIL (Information Technology Infrastructure Library) 3 and above preferred.
Experience engaging in support using remote means.
Experience with iSupport Help Desk Software.
Experience with Desktop/Laptop maintenance and support.
Experience with installing and configuring Windows OS in a business setting.
Experience with installing, configuring and troubleshooting network based printers.
Experience in installing, configurating and troubleshooting desktop peripherals.
Experience in installing, configurating and troubleshooting Office 365 on the desktop.
Active Directory Experience preferred.
Experience with processes and procedures with courthouse IT.
Experience communicating technical issues to a variety of users and user levels.
Understanding of Court AV technology preferred.
Skill presenting information clearly and logically, orally and in writing.
Knowledge of methods and procedures for designing, developing, monitoring, and maintaining applications.
Experience identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Experience evaluating system efficiency and suggesting improvements.
Experience managing simple projects from start to finish.
Strong customer service skills in person, by phone, by email and over chat.
Ability to work independently or under minimal supervision.

Working Conditions

This is a full-time position. The work schedule is currently 8:00 AM to 5:00 PM Monday through Friday, with occasional work outside these times. It is FLSA exempt and not eligible for overtime compensation for hours worked in excess of 40 per work week.
Requires on-site availability as needed to set up, move, troubleshoot, or maintain computer equipment, printers, FTR machines, and various other types of desktop equipment.
Involves travel to court locations throughout the state (with occasional overnight stays).
Often works with extremely tight deadlines to resolve issues quickly and to address situations that could have high impact on the court and its customers.
Frequent phone and in-person contact with people from diverse backgrounds.
Often involves in-person, email, video, and phone contact with confused or frustrated people.
Frequently works in cramped spaces such as: under desks, server rooms, computer storage closets, and courtrooms.
Uses equipment which may include telephone with an optional headset, desktop equipment, mobile devices, hand truck, ladders, etc.
Frequently lifts equipment weighing up to 30 pounds and occasionally moves objects that weigh up to 50 pounds.

ADDITIONAL INFORMATION
Criminal Background Check
You will be subject to a criminal background check if you are a finalist. Adverse results are evaluated on a case-by-case basis and may result in disqualification if the circumstances are directly related to the duties and responsibilities of the position.

Reference Check

By submitting your application to OJD, you consent to reference checks about your qualifications, your workplace performance, and your work product.

United States Employment Eligibility
OJD does not offer visa sponsorships. Within three days of hire, you will be required to complete the U.S. Department of Homeland Security's I-9 formconfirming authorization to work in the United States. OJD will use E-Verify to confirm that you are authorized to work in the United States.

Future Vacancies
Apply now if you are interested in this or future vacancies. This job announcement may be used to fill future vacancies in this class of work.

Veterans' Preference
Eligible veterans who meet the qualifications will be given preference in the recruitment process. To receive preference, veterans must attach the appropriate documentation after they receive an email in their Workday inbox requesting the information to verify eligibility. The action item, asking veterans to attach their documentation, will arrive after they have submitted their initial application materials. Visit the Oregon job opportunities Veterans web pagefor additional details, information, and resources.

Conduct Expectations
Because of OJD's role in providing justice and upholding the rule of law, employees of the department are required to meet the highest standards of professional conduct and ethics while on the job, and also to maintain those same high standards when taking actions in their personal lives that could reflect on the department. As an employee, you will be expected to preserve the confidentiality of information received in the course of OJD employment.

Pay Equity
As an employer, OJD complies with Oregon’s pay equity law. Salary offers are made with consideration of the candidate’s education and experience. For more information on pay equity, click here.

Employee Benefits
Click hereto access information specific to OJD employee benefits.

Public Service Loan Forgiveness

OJD is an eligible employer for the Public Service Loan Forgiveness program. To learn more about this program, and how to qualify, please visit here.

Questions and Support

If you require an alternate format to complete the application process, call 503-986-5930, or TTY: Oregon Relay Service 711 for the hearing impaired. Be prepared to describe the alternate format needed.
Workday related information and resources are available here.
For questions about a specific OJD job posting, call 503-986-5930.

The Oregon Judicial Department embraces equal opportunity and affirmative action. We are committed to building a diverse team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Job Type: Full-time

Pay: $6,674.00 - $10,354.00 per month

Schedule: