Information Technology & Service Management Specialist (Its2)

Initial Posting Date:

06/26/2024

Application Deadline:

07/10/2024

Agency:

Office of Public Defense Services

Salary Range:

$6,011 - $8,882

Position Type:

Employee

Position Title:

Information Technology & Service Management Specialist (ITS2)

Job Description:

We invite you to join our team at the Oregon Public Defense Commission and become an integral part of our success story! We are seeking a technical savvy, customer focused, problem-solving Information Technology Service Management Specialist (ITS2) for our Salem office. The ideal candidate will be a self-starter with excellent communication skills and the ability to multi-task effectively in a fast-paced environment. If this career opportunity aligns with your passion and goals, we encourage you to take the first step and apply today!

WHO WE ARE

The Oregon Public Defense Commission (OPDC) is a 13-member commission appointed by the Chief Justice of the Oregon Supreme Court based on input from all three branches of Government. The Commission serves as the governing body for Oregon's public defense system. The Commission provides policy direction and oversight for the administration of the system. The legal services provided by OPDC represent an essential component of Oregon's public safety system.

The mission of OPDC is to ensure constitutionally competent and effective legal representation for persons eligible for a public defender.

The office includes the Executive Division, the Appellate Division, the Trial Division, the Trial Development & Resources Division, and the Administrative Services Division. The agency negotiates contracts with trial level public defense providers and administers and distributes funds for representation and related services for cases during the biennium for criminal, juvenile, and civil commitment cases. The agency provides compliance and oversight to the trial community providers through quality assurance practices, training, and education. Financial Services processes all expenses related to representation in public defense cases. The Appellate Division provides direct legal representation in the state appellate courts in criminal cases, juvenile dependency and termination of parental rights cases, and parole cases. Other services in the agency include, Data Collection and Analysis, General Counsel, Human Resources, Information Technology Services, Internal Audit, and Policy Development.

WHAT YOU WILL DO

The Information Technology Service Management Specialist will provide daily organization, management, and triage of IT requests, incidents, and changes. Additional responsibilities include IT Asset Management and desktop support. This position will support OPDC staff Information Technology Service Management (ITSM). They will also support OPDC staff Information Technology Asset Management (ITAM). The person in this position will provide desktop support to cover increases in staff and additional locations. They will also coordinate office-wide software and hardware updates including troubleshooting system issues.

DUTIES

Service Desk Support

• Answer common user questions regarding software, hardware, communications, or data functions. Provide first-level customer support to users.

• Assign incidents and work orders to appropriate IT staff.

• Install, configure, and test personal computers (desktop/laptop) for new employees.

• Document resolutions for future reference

• Provide operational training.

• Track and report issues

• Complete inventory management and maintenance processes and procedures.

IT Service Management

• Optimize IT Service delivery through the management of tickets, work orders, and change requests.

• Conduct service quality assurance, monitoring, and analyzing of performance issues.

• Support IT Governance and audit requirements.

• Provide KPI reporting metrics as needed.

IT Asset Management

• Lead inventory management.

• Administer asset reconciliation and asset disposal processes and procedures.

• Coordinate with agency management in the analysis, reports, review, and selection of an IT asset management tool.

SALARY

$6,011 - $8,882

MINIMUM QUALIFICATIONS

(a) One (1) year of information systems experience

OR

(b) An equivalent combination of experience/training.

DESIRED ATTRIBUTES

The most competitive candidates will possess the following attributes, experience, and knowledge:

• Technical Proficiency: Demonstrated strong understanding of IT Service Management and ITIL standards, processes, and best practices.

• Troubleshooting: Experience with diagnosing and resolving issues related to desktop environments, including user access problems, configuration errors, and service disruptions.

• Problem-Solving: Ability to analyze complex problems, identify root causes, and develop effective solutions to address issues and improve system performance.

• Continuous Learning: Staying updated on new features, updates, and best practices within the Microsoft 365 ecosystem and actively pursue professional development opportunities.

• Customer Focus: Dedication to meeting the needs of end-users and stakeholders, providing timely support, and delivering solutions that enhance productivity and collaboration within the organization.

• Communication: Effective strong verbal and written communication skills to interact with stakeholders, provide technical support, and document procedures effectively.

WHAT'S IN IT FOR YOU

You will become part of an innovative and strategic group of professionals and enjoy a competitive salary and benefits package!

• An agency that supports and encourages work/life balance and overall wellness.

• Generous benefits package including, employer-paid health insurance, vacation, and sick leave, eleven paid holidays, three paid personal days, flexible spending accounts, and an employer contribution retirement plan (PERS).

• The posted salary range is the total possible range for the classification. Candidates are screened through a Pay Equity process that evaluates various factors. Please see the Pay Equity website for more information.

RECRUITMENT TIMELINE

• These dates are approximate and may change. *

• Recruitment Closes: July 10th, 2024 @ 11:59P

• Recruiter Screening for Minimum Qualifications: On-going

• Hiring Manager Screening for Desired Attributes: On-going

• Interviews: On-going, beginning week of July 15th, 2024

• Anticipated Start Date: As soon as Monday, August 5th, 2024.

APPLICATION GUIDANCE AND REQUIREMENTS

• Current State of Oregon employees: Apply via your employee Workday account.

• External applicants: View this application instructional video. A PDF is also available by clicking here.

• REQUIRED: Attach your most up-to-date Resume. Please ensure your Workday profile matches your submitted resume.

• REQUIRED: Attach a Cover Letter that demonstrates how you meet the "Desired Attributes" for this position. A Cover Letter that does not meet the required criteria will be graded as ineligible.

APPLICATIONS THAT DO NOT PROVIDE THE ABOVE DOCUMENTS WILL NOT MOVE FORWARD IN THE RECRUITMENT

Veterans Preference

Eligible veterans who meet the qualifications will be given veterans' preference. If you checked that you are a veteran, be sure to submit your documentation prior to the close date of this posting. For more information, please go to the State website: https://www.oregon.gov/jobs/Pages/Veterans.aspx

The Office of Public Defense Services is an equal opportunity/ affirmative action employer and is strongly committed to enhancing the diversity of its workforce. Assistance will be provided in the recruitment, application, and selection process to applicants with disabilities who request such assistance. Please call (503) 991-2274 as early as possible regarding any assistance you may require.

• THIS RECRUITMENT WILL BE OPEN UNTIL WEDNESDAY, JULY 10TH, 2024 @ 11:59P. *