Are you an information technology professional with a passion for delivering exceptional customer support? Do you thrive in a fast-paced environment where no two days are the same? Are you looking for a workplace that values diversity, collaborative teamwork, and continuous learning? If so, we invite you to join our team at arenaflex as an Experienced Full Stack Customer Support Analyst – Information System Specialist 5.
**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. We are committed to attracting, retaining, developing, and promoting the most qualified candidates without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, or veteran status.
**About the Role**
As an Experienced Full Stack Customer Support Analyst – Information System Specialist 5, you will be part of our IT Service Desk team, providing 1st and 2nd tier technical support to resolve IT-related issues for internal customers. You will have a variety of duties, including:
* Providing 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.
* Conducting regular testing and maintenance of the conference room equipment, hardware, and virtual meeting technology in 40+ locations within the arenaflex headquarters building.
* Researching and identifying potential new technologies for conference rooms, contacting vendors for demonstrations, and recommending updated conference room equipment, hardware, and technology solutions to management.
* Working closely and collaboratively with department management, Division IT Technicians, and the arenaflex Cyber Security Administrator to ensure needs for presentations, virtual and hybrid meetings, and enterprise security standards are being met.
* Creating, maintaining, and providing training materials on conference room equipment, hardware, and virtual meeting technology and tools.
* Providing orientation and training on the specifics of conference room technology, hardware, and equipment and effective use of all tools for virtual and hybrid meetings.
* Conducting first-call resolution for password resets and management of user accounts, security tokens, and login sessions.
* Troubleshooting and resolving technical issues related to software products, devices, and system performance.
* Recording, updating, and resolving requests and incidents in agency ticketing tool.
* Recording, triaging, and escalating system and network issues and other alerts accordingly and tracking through to resolution.
* Providing agency-wide email communications for scheduled maintenance and incidents.
**What We Offer**
* 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
**Requirements**
* Minimum 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
+ 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
* Requested Skills:
+ 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 Requested Skills section
**How to Apply**
A resume and cover letter are required for this job posting. Please attach them 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. You may be asked to submit a technical exam, a writing sample, or a video interview as part of the application screening process.
**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. The salary range listed is the non-PERS eligible rate. If you’re already a participating PERS member or once you become PERS eligible after 6 months of employment, the salary range will increase by 6.95% and the required 6% employee retirement contribution will be deducted from your pay.
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. Eligible veterans who meet the qualifications will be given veterans' preference. For further information, please see the following website: Veterans Resources. NOTE: If claiming veterans’ preference please be sure to check your Workday account for pending tasks or actions under your “My Applications” section.
We hire preferred workers! For more information, please visit our website: Preferred Worker Program. The Department of Consumer and Business Services (DCBS) does not offer VISA sponsorships. If your employment authorization and documentation is contingent on sponsorship now or in the future, you will not meet our agency employment eligibility standards. Within three days of hire, you will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States. DCBS will use E-Verify to confirm that you are authorized to work in the United States.
**Join Our Team**
If you are passionate about delivering exceptional customer support and are looking for a workplace that values diversity, collaborative teamwork, and continuous learning, we invite you to join our team at arenaflex. Apply now and take the first step towards a rewarding career with the State of Oregon.
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