IT Help Desk

Current employees: Please apply through the employee portal to be considered for this opportunity.

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Closing Date (Open Until Filled if No Date Specified):

The Opportunity:

This position will close once 150 applications have been received regardless of the listed closing date. We encourage early submissions.

Overview

Are you a compassionate approachable and detail-oriented technical problem solver who loves helping others succeed Multnomah Countys Department of County Assets (DCA) Information Technology Division is seeking a Help Desk Specialist to join our supportive IT Help Desk and Operations team!

As the frontline IT Help Desk contact for County employees you will troubleshoot hardware software VPN and network issues via phone and email. Using tools like Active Directory SCCM and remote software you will resolve 6570% of requests on first contact and escalate complex issues when needed

In this role you will:

• Provide prompt accurate and empathetic technical assistance to County staff from all cultural backgrounds.

• Resolve broad-scale software hardware and network issues for Tier 1 and Tier 2 issues following established Knowledge Base articles and standard operating procedures.

• Ensure high-quality ticket documentation in the Countys call tracking system (ServiceNow) accurately categorizing issues and capturing detailed work logs.

• Stay up to date on emerging technology trends and system changes contribute to Knowledge Base articles and collaborate on team quality-improvement projects.

Our Commitment to Safety Trust and Belonging: Multnomah County is committed to developing nurturing and continually improving workforce equity by identifying and addressing the structural and policy barriers to equal employment opportunity faced by our employees and communities. County employees across the organization have stepped forward to develop a strategic plan and help create a workplace where everyone can reach their full potential. Learn more by reading our Workforce Equity Strategic Plan and exploring our Core Competencies for all County employees.

We will consider any combination of relevant work experience volunteering education and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific about how your background is relevant.

Minimum Qualifications / Transferable Skills:

• Associates Degree in lieu of a degree we will consider equivalent years of experience.

AND

• 3 years of customer service experience delivering professional and culturally inclusive support.

• Demonstrated experience troubleshooting Tier 1 & Tier 2 technical issues across laptops mobile devices software VPNs printers and network connections.

• REQUIRED cover letter expanding on your resume that describes why you are interested in this position and how you meet the minimum qualifications.

Preferred Qualifications / Transferable Skills: You do not need to have the following preferred qualifications/transferable skills to qualify. However keep in mind we may consider some or all of the following when identifying the most qualified candidates. Please clearly explain on your application how you meet any of the following:

• Experience using call tracking and service management systems such as ServiceNow.

• Experience resolving technical issues using Active Directory System Center Configuration Manager (SCCM) or remote support tools.

• Experience drafting or updating technical Knowledge Base (KB) articles and standard operating procedures.

*Transferable skills: Your transferable skills are any skills you have gained through education work experience (including the military) or life experience that are relevant for this position. Be sure to describe any transferable skills on your application and clearly explain how they apply to this position.

The Application Packet: Your completed application must include the following items:

• REQUIRED completed online application.

• REQUIRED resume covering your relevant experience and education. Please include employer names locations employment dates job titles and a brief summary of responsibilities for each position.

• REQUIRED cover letter expanding on your resume that describes why you are interested in this position and how you meet the minimum qualifications.

Internal Applicants: After you have submitted your application please check your Workday inbox and complete the Veterans Preference Questionnaire prior to the application deadline.

Veterans Preference: Under Oregon Law qualifying veterans may apply for veterans preference for this recruitment. Review our veterans preference page for details about eligibility and how to apply.

The Selection Process: For details about how we typically screen applications review our overview of the selection process page. We expect to evaluate candidates for this recruitment as follows:

• Initial review of minimum qualifications: We may perform an additional preferred qualification review or send supplemental questions to identify the highest qualified candidates.

• Assessment of candidates: Review of applicant training and experience by subject matter experts a skills assessment/exam or a screening interview.

• Consideration of top candidates: We will consider qualified candidates in order of rank and score from the list of eligible candidates. This may include panel interview(s) a hiring interview or additional testing.

• Background check and reference checks: Finalists must pass a thorough background check and reference check.

Equal Pay Law: Please be advised that the pay range listed for this position is intended to provide general guidance on the earning potential for the role. However actual compensation will be determined in accordance with the Oregon Equal Pay Law and will take into account factors such as the candidates relevant experience education seniority training and/or tenure. Candidates should expect that initial offers will be made within the listed pay range and may not be at or near the top of the range.

• Type of Position: This is a full-time hourly union-represented position (AFSCME Local 88) eligible for overtime.

• Work Location: 501 SE Hawthorne Blvd. Portland OR 97214

• Telework Schedule: This position is primarily designated as routine telework but we offer hybrid or full in-office schedulestailored to the candidates needs. However you will need to be on-site daily during 2 months of training.

• All employees must reside in Oregon or Washington.

• We are unable to sponsor work visas including H-1B F-1 OPT or STEM OPT.

Serving the Public Even During Disasters: Every day Multnomah County staff work together to serve as a safety net for our communities. During a disaster this safety net becomes even more critical. All County employees have a role in serving the public during inclement weather natural disasters or other types of community emergency responses. During emergency responses County employees may ultimately be reassigned from their regular position to support critical community needs. For more information please visit the Disaster Service Worker Information page.

In accordance with Oregon Law Multnomah County is not collecting school attendance dates in the initial application process; please do not include these dates in your resume cover letter and other application materials.

Diversity and Inclusion: At Multnomah County we dont just accept difference; we value it and support it to create a culture of dignity and respect for our employees.

We are proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability veteran or protected veteran status genetic information and other legally protected characteristics. The EEO Know Your Rights poster is available for your reference. Multnomah County is a VEVRAA Federal Contractor. We request priority protected veteran referrals.

Veterans Preference: Under Oregon Law qualifying veterans may apply for veterans preference. Review our veterans preference page for details about eligibility and how to apply.

Accommodation under the Americans with Disabilities Act: We gladly provide reasonable accommodation to anyone whose specific disability prevents them from completing an application or participating in this recruitment process. Please contact the recruiter below in advance to request assistance. Individuals with hearing or speech impairments may contact the recruiter through the Telecommunications Relay Service by dialing 711.

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Application information may be used throughout the entire selection process. This process is subject to change without notice.

Disclaimer: This announcement is intended as a general descriptive recruitment guide and is subject to change. It does not constitute either an expressed or implied contract.

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