Are you an information technology professional with a passion for solving problems and delivering exceptional customer service? Do you enjoy working in a fast-paced environment with a diverse team of skilled professionals? If so, we invite you to join our team at arenaflex as an Experienced Customer Support Analyst (Information System Specialist 5) – Virtual Meeting Technology & Tool Support.
**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 equitably protect and empower consumers and workers while maintaining a predictable yet innovative regulatory environment for the businesses we regulate. As a key member of our Information Technology and Research (IT&R) Section, you will play a critical role in supporting our mission by providing exceptional customer support and technical expertise to our internal customers.
**Job Summary**
We are seeking an experienced Customer Support Analyst (Information System Specialist 5) to join our IT Service Desk team. As a key member of this team, you will provide 1st and 2nd tier technical support to resolve IT-related issues for internal customers. You will also be responsible for setting up, maintaining, and facilitating the successful use of conference room equipment, hardware, and virtual meeting technology and tools in our headquarters building. If you have a passion for problem-solving, delivering exceptional customer service, and working in a fast-paced environment, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
* Provide set-up and support to internal and external end users for presentations and virtual and hybrid meetings, including trouble-shooting all presentation and meeting peripherals.
* Conduct regular testing and maintenance of the conference room equipment, hardware, and virtual meeting technology in 40+ locations within our headquarters building.
* Research and identify potential new technologies for conference rooms, contact vendors for demonstrations, and recommend updated conference room equipment, hardware, and technology solutions to management.
* Work closely and collaboratively with department management, Division IT Technicians, and the DCBS Cyber Security Administrator to ensure needs for presentations, virtual and hybrid meetings, and enterprise security standards are being met.
* Create, maintain, and update training materials on conference room equipment, hardware, and virtual meeting technology and tools.
* Provide orientation and training on specifics of conference room technology, hardware, and equipment and effective use of all tools for virtual and hybrid meetings.
* Conduct first-call resolution for password resets and management of user accounts, security tokens, and login sessions.
* Troubleshoot and resolve technical issues related to software products, devices, and system performance.
* Record, update, and resolve requests and incidents in agency ticketing tool.
* Record, triage, and escalate system and network issues and other alerts accordingly and track through to resolution.
* Provide agency-wide email communications for scheduled maintenance and incidents.
**Essential Qualifications**
* Four (4) years of information systems experience with a combination of all of the following:
+ Virtual meeting technology and tool support
+ Coordination and tracking of ongoing work efforts that includes collaboration with other teams or individuals
+ Developing documentation
+ IT customer support including troubleshooting, root cause analysis, and issue resolution of complex IT issues related to hardware and software (e.g., laptops, mobile devices, O365, servers, networks, etc.)
* OR An associate degree in Computer Science, Information Technology, or related field, AND two (2) years of information systems experience with a combination of all of the following:
+ Virtual meeting technology and tool support
+ Coordination and tracking of ongoing work efforts that includes collaboration with other teams or individuals
+ Developing documentation
+ IT customer support including troubleshooting, root cause analysis, and issue resolution of complex IT issues related to hardware and software (e.g., laptops, mobile devices, O365, servers, networks, etc.)
* OR A bachelor's degree in Computer Science, Information Technology, or related field.
**Preferred Qualifications**
* General knowledge of business computing systems, including servers, networks, relational database systems, web services, application administration, and enterprise software
* Extensive experience providing end-user, technical support within an IT helpdesk team for a Microsoft Windows environment
* Strong interpersonal and communication skills
* Experience working in a busy environment with frequent interruptions
* Experience working as part of a team
* Experience collaborating with teams and/or individuals
* Experience in vendor management
* Preference may be given to those who meet the minimum qualifications AND have the most comprehensive areas of experience as listed in the Requested Skills section.
**Skills and Competencies**
* Strong problem-solving and analytical skills
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment with frequent interruptions
* Strong technical skills, including experience with virtual meeting technology and tool support
* Ability to collaborate with teams and/or individuals
* Experience in vendor management
* Strong documentation and training skills
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a range of career growth opportunities, including professional development and training programs, to help you grow your career with the State of Oregon.
* You will have the opportunity to work with a diverse team of skilled professionals and contribute to the success of our mission.
* arenaflex is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion.
**Work Environment and Company Culture**
* arenaflex is a dynamic and fast-paced work environment that values teamwork, collaboration, and innovation.
* Our team is passionate about delivering exceptional customer service and technical expertise to our internal customers.
* We are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion.
**Compensation, Perks, and Benefits**
* arenaflex offers a competitive salary range of $5,638 - $8,525, depending on experience and qualifications.
* We offer a range of benefits, including 11 paid holidays a year, 8 hours of vacation per month, 8 hours of sick leave per month, and 24 hours of personal business leave per fiscal year.
* arenaflex is committed to providing a positive and inclusive work environment that values diversity, equity, and inclusion.
**How to Apply**
If you are a motivated and experienced information technology professional with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including a resume and cover letter, to the arenaflex website by the application deadline date. We look forward to hearing from you!
**Contact Information**
For more information about this opportunity, please contact us at
[email protected]. We are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion.
**Diversity, Equity, and Inclusion**
arenaflex is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to providing a work environment that is free from discrimination and harassment.
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