Information Technology Specialist 2 (Desktop Support Specialist)

Job Information

Note 1: This is a limited-duration position currently funded through June 30, 2019. Continuation beyond that date is subject to available funding.

Note 2: If you are a current OJD regular status employee, acceptance of a limited duration position does not change your employee status to limited duration (although trial service may still apply). See Judicial Department Personnel Rules 2.42 and 6 for more information or contact your assigned HR Manager.

This is a Desktop Support Specialist (ITS 2) with the Desktop Management Team a unit of the Infrastructure Group, Enterprise Technology Services Division (ETSD), Oregon Judicial Department (OJD).

ETSD provides an array of technological support services on a daily basis such as consulting, project management, training, development, data administration, computer support services, network and systems administration to the OJD courts and divisions as well as business partners outside OJD.

The primary function of the Desktop Management Unit is the delivery and support of products, services, and information to OJD relating to current and future desktop hardware and software. This Unit has a commitment from management to deliver service efficiently and effectively and to be responsive to ever-changing business requirements. The unit provides documentation, training, consulting, analysis, and telephone support to personal computer users both within and outside of OJD.

This Desktop Support Specialist performs general, moderately complex technology (IT) duties including assisting the Infrastructure Manager and senior technical analysts in implementation, configuration, maintenance, troubleshooting, security, usage monitoring, and the development of specialized procedures relating to the use of desktop and laptop computers in a LAN environment. This employee also assists OJD customers in learning how to use OJD standard applications and hardware.

Duties & Responsibilities

Typical job duties may include, but are not limited to, the tasks listed below. Assigned tasks may be changed to accommodate workload and organizational needs.

Desktop Management/Support

Provide first-level desktop support to staff, including Trial Court technical staff, OSCA staff, and Appellate and Tax Court staff and judges.

Assists in Desktop and Laptop system generation, tuning, and configuration.

Assists in the installation and troubleshooting of printers, scanners, and various other hardware items.

Assists in the installation and troubleshooting of various enterprise software packages such as IBM Notes, Microsoft Office, Tyler Odyssey, and McAfee VirusScan.

Assists in the development of tools and procedures for daily operational support.

Monitors system performance for OJD Desktop and Laptop computers.

Perform disaster recovery operations for OJD computers.

Performs usage reporting on OJD Desktop and Laptop computers.

Maintains the integrity of the OJD desktop environment, and ensures continuity with the current processing applications.

Participates in ETSD projects in a desktop management capacity.

Train OJD employees and judges on basic use of OJD standard hardware and software.

Manage documentation of existing systems and procedures in the central Desktop Management Team Repository.

Other duties as assigned.

Enhance professional skills.

Read professional and trade journals.

Attend professional conferences and education classes and seminars.

Working Conditions

This is a full-time position, and the work schedule is 8:00 a.m. to 5:00 p.m., Monday through Friday. It is eligible for overtime compensation for hours worked in excess of 40 per work week.

Occasional overtime hours and work outside the regular work schedule is required.

Frequent travel to court locations throughout the state (occasional overnight stays).

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

Frequent phone and in-person contact with people from diverse backgrounds.

Frequent phone and in-person contact with the public, customers, and applicants who at times are angry, hostile, confused, or frustrated.

Frequent use of a telephone with an optional headset and a personal computer.

Frequent setting up or moving of personal computers, printers, and various other types of computer equipment requires lifting and moving equipment and objects up to 50 pounds (with and without assistive equipment). Use of hand trucks and climbing ladders is required.

Qualifications, Required & Requested Skills

Minimum Qualifications

The qualified candidate must have at least one year of increasingly responsible technical experience working with computer systems. AND

A bachelor’s degree in management, business or public administration, computer science, IT, or a closely related field. OR

Any combination of education and experience equivalent to four (4) years of experience that would typically support the knowledge, skills, and abilities for this position. Preference may be given to applicants with experience

supporting Microsoft products (i.e., Windows XP, Windows 7, and Office Suite);

providing direct customer support and training;

working with enterprise level anti-virus systems;

resolving printer issues;

working with Fujitsu document scanners and PaperStream; and

providing technical support for the Oregon Judicial Department.

The successful candidate must demonstrate excellent verbal and written communication skills, including the ability to create and maintain support documentation, as well as embrace teamwork, good communication, organizational skills, and a mature work ethic.

Application Processing Depending on the volume of applications received for this recruitment, you should allow four weeks after the close date to be notified concerning the review of your application. This job announcement may be used to fill future vacancies in this class of work. Apply now if you are interested in this/or future vacancies. Application Screening In order to evaluate your experience as it relates to this position, we need your responses to the supplemental questions in the space provided; they will be the sole basis for determining which applicants, among those who meet the minimum qualifications, will be provided an interview. Failure to respond to each question in the space provided for that question may result in disqualification of your application. The space provided will expand to accommodate additional text beyond the area shown. You may cut and paste text into the space provided from a word processing program, such as Word, WordPerfect, or Notepad. Please do not exceed three pages of text (or approximately 3,750 characters) for each answer. Your application materials must be consistent in order to be considered. If the information contained in your answers to each of the supplemental questions is not reflected in your work history, your application may be removed from consideration. Please note that your responses will also be evaluated for English usage, grammar, spelling, and punctuation.

Inquiries and Requests for Alternate Formats

Please direct inquiries and/or requests for an alternate format to complete the screening process, by the closing date of this announcement, to: Mail: Oregon Judicial Department Enterprise Technology Services Division 1163 State Street Salem, OR 97301 Telephone: (503) 986-5891 TTY: Oregon Relay Service 711 Please be prepared to describe the alternate format(s) needed.

Technical Support If you are having technical difficulties applying for this position, please see available resources and other information on the Oregon job opportunities web page .

Additional Information

Salary

The Judicial Department’s practice is to begin employees at the first pay step. However, a higher starting pay rate may be considered depending upon the applicant’s current salary and benefits, education, and experience. For current non-temporary OJD employees, JDPR 4.03(3)(d) states that upon promotion an employee shall normally receive a one-step pay increase from the employee’s current pay rate (not including differentials under JDPR 4.07) to the next higher rate in the salary range to which the employee is promoted. JDPR 4.03(3)(e) states that upon transfer to another position with the same salary range, the transferring employee retains the same pay rate.

Conduct Expectations

Because of the Oregon Judicial Department’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. Criminal History Check

The selection process includes a criminal history check using the Law Enforcement Data System (LEDS). Felony convictions may be an automatic bar to employment. Misdemeanor convictions will be reviewed on a case-by-case basis and may be a bar to employment if the circumstances of the crime are directly related to the duties and responsibilities of the position for which application is made. Depending on the job, in addition to the criminal history check described above, you may be required to pass an Oregon State Police/Federal Bureau of Investigation background check and consent to finger printing by the Oregon State Police. This is necessary due to the access level and handling of sensitive and confidential data required of some jobs. Visa Sponsorship and Employment Eligibility Verification

The Oregon Judicial Department does not offer H1-B Visa sponsorship. In compliance with federal law, on the first day of employment newly hired OJD employees are required to complete and sign Section 1 of the United States Department of Homeland Security’s I-9 form and within three (3) business days of beginning work the new employee must provide evidence of identity and employment confirming authorization to work in the United States (consistent with the list of acceptable documentation identified on the I-9 form/instructions). Link to PDF of form I-9 , with list of acceptable documents.

Bilingual Pay Differential

Some employees may be assigned to use bilingual skills in the regular performance of the employee’s duties. An employee who, as assigned in writing by the administrative authority, uses bilingual skill(s) (including American Sign Language) in the performance of assigned duties and who passes the bilingual skill proficiency test(s) approved by the State Court Administrator, shall receive a monthly pay differential equal to an additional step for the duration of each assignment as determined by the administrative authority. THE OREGON JUDICIAL DEPARTMENT IS AN EQUAL OPPORTUNITY, AFFIRMATIVE ACTION EMPLOYER COMMITTED TO A DIVERSE WORK FORCE. WE RESPECT, REFLECT, AND RESPOND TO THE DIVERSE PEOPLE WE SERVE.

The Oregon Judicial Department offers an attractive benefit plan which provides 95% contributions toward Public Employees Benefit Board ( PEBB ) sponsored individual and family medical and dental insurance. The insurance contributions are pro-rated for employees who work less than full-time .

Retirement benefits include participation in the Public Employee Retirement System ( PERS ) or the Oregon Public Service Retirement Plan ( OPSRP ), depending on eligibility.

Other benefits include paid holidays, paid vacation, and sick, personal, and bereavement leaves. Optional benefits include life insurance , long and short term disability, long term care insurance, and participation in the Oregon Savings Growth Plan (deferred compensation).