Are you an information technology professional with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same? Are you looking for a workplace that values diversity, teamwork, and continuous learning? If so, we invite you to join our team at arenaflex as a Customer Support Specialist (Information Systems Specialist 4).
**About arenaflex**
arenaflex is a progressive business regulatory state agency dedicated to protecting and serving Oregon's consumers and workers while supporting a positive business climate. Our mission is to provide high-quality customer service while conveying a sincere willingness to help our customers. We are committed to creating a workplace that encourages diversity, workforce development, and creating opportunities for professional growth.
**What We Offer**
As a Customer Support Specialist at arenaflex, you will be part of a dynamic team that provides technical support to resolve IT-related issues for internal customers. Our hours of service are Monday through Friday from 7:00 AM to 6:00 PM, although individual shifts may vary within that timeframe. You will enjoy a variety of benefits, including:
* 11 paid holidays a year
* 8 hours of vacation per month, eligible to be used as accrued
* 8 hours of sick leave per month, eligible to be used as accrued
* 24 hours of personal business leave per fiscal year, eligible to be used after 6 months of service
* Pension and retirement programs
* A competitive benefits package
* Possible eligibility for the Public Service Loan Forgiveness Program
* Advancement and learning opportunities that will help grow your career with the State of Oregon
* Specialized orientation and onboarding activities for new employees
* Regular training sessions provided by in-house subject matter experts covering topics specific to our IT environment
* A department that values diversity, workforce development, and creating opportunities for professional development
* Rewarding work in a productive and creative environment
* Colleagues who are passionate about public service
**What You Will Do**
As a Customer Support Specialist, you will be a key point of contact to provide timely, quality support and assistance for business applications used by the agency. Your duties will include:
* Analyzing, prioritizing, troubleshooting, tracking, and documenting application issues and service requests
* Ensuring support processes are accurately maintained and followed while ensuring quality and consistency throughout the life of support requests
* Gaining and maintaining appropriate application and infrastructure knowledge and experience to effectively and efficiently support agency software applications
* Conducting first-call resolution for password resets and management of user accounts, security tokens, and login sessions
* Recording, updating, and resolving requests and incidents in our ticket-tracking tool
* Triage proactive/reactive alerts and escalate accordingly
* Escalating and tracking system and network issues when necessary
* Providing agency-wide email communications for scheduled maintenance and incidents
* Processing user access request tickets
* Performing laptop builds
* Troubleshooting and resolving technical issues related to software products, devices, and system performance
* Participating in creating and maintaining content for our Service Desk knowledge base
**What You Need to Qualify**
To be considered for this position, you must meet the minimum qualifications:
* Three (3) years of information systems experience in providing technical support to end users in an environment that utilizes documented processes and standards; OR
* An associate 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 providing technical support to end users in an environment that utilizes documented processes and standards
**Preferred Skills**
While not required, the following skills are preferred:
* Thorough understanding of customer service principles
* Advanced user-level knowledge and troubleshooting of Windows operating systems
* Advanced user-level knowledge and troubleshooting of Microsoft O365/2016 (or higher)
* General knowledge of business computing systems, including servers, networks, relational database systems, web services, and enterprise software
* Basic principles of IT security
* Basic understanding of IT operations
* Familiarity with network operations
* Familiarity with continuous improvement
**How to Apply**
To apply for this position, please submit a resume and cover letter in the "Resume / CV" section of the application. Please ensure that you clearly demonstrate in your application materials that you meet the qualifications listed and that you follow all instructions carefully. Only complete applications received by the posted application deadline date will be considered.
**Additional Information**
Per the Pay Equity Law passed in 2017, a pay equity analysis will be conducted to determine what pay step the successful candidate will be offered. The analysis will be based on the relevant experience, education, training, and certifications documented in the application materials. On average, candidates new to state service will most likely be offered compensation in the lower to mid-level of the salary range. This position is subject to a fingerprint background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
**Join Our Team**
If you are passionate about delivering exceptional customer service, working in a fast-paced environment, and growing your career with the State of Oregon, we invite you to join our team at arenaflex. Apply now and take the first step towards a rewarding career with us!
Apply Now