Desktop Support Technician (Information Systems Specialist 4)

State of Oregon - Central Point, OR (30+ days ago)3.9

This is a permanent position with the Department of State Police, Information and Technology Division, Computer Services Section in Central Point. This recruitment will be used to establish a list of qualified applicants and may be used to fill future openings.

Current OSP employees who meet the minimum qualifications of this position will be given preference in the selection process.

This position is represented by the American Federation of State, County and Municipal Employees (AFSCME). Union members pay union dues; non-union members pay "fair share."

This position provides personal computer installation, training, technical support, diagnostic help, and operating instructions to users of computer systems at OSP offices throughout the state. This position troubleshoots personal computer and local area network problems. This position also provides proactive computer support by routinely providing on-site support and maintenance and quality assurance to maintain Department software, hardware, network, and configuration standards. This position also provides technical reports and information to management.

Agency Overview

We are the provider of Premier Public Safety Services for Oregon each and every day. Our mission is to enhance the livability and safety for the State of Oregon by protecting the people, property, and natural resources of the State. The OSP workforce is comprised of more than 1,200 sworn and professional staff in the areas of patrol, criminal investigation, forensic services, medical examiner, state fire marshal, gaming regulation, fish and wildlife regulation, public safety communications, and information management with a biennial budget of approximately $339 million total funds.
Duties & Responsibilities
Customer Assistance
Provides on-site and/or phone diagnosis and solutions
Resolves most server-to-PC connectivity issues
Analyze hardware and software error messages; solve routine and complex errors or failures
May initiate trouble calls to vendors
Determines and resolves system conflicts
Evaluates and replaces required parts and equipment as needed
Configures client software, i.e., ODBC drivers, e-mail access, protocol adapters, etc.
Required to work independently and make on-the-spot decisions that are in the best interest of the agency
Assists users in accessing the OSP Intranet via direct network connection
Does initial Installs of new software including configuration, testing and troubleshooting
Creates documentation for new installations and troubleshooting guidelines
Ensures version compatibility on software installs
Monitors local area network traffic and local server performance to aid IS technology units in trend analysis and load balancing
Assists with or is the initial troubleshooter for WAN or LAN problems
Provides customers with information that would lead to solutions for business needs
Introduces new technology solutions to the agency
Coordinates office moves with Computer Services for the business and other small projects
Customer Assistance
Diagnoses new or unique error codes and determines their cause
Determines the cause of problems that affect the entire agency and reports it to management
Diagnoses problems in and answers questions about applications, operating systems
Participates in projects, tests new features, and educates users in the use of a variety of applications
Installs software and technology new to the agency
Upgrades software to the latest agency-approved versions
Evaluates and corrects software incompatibility issues
Analyses system performance and makes recommendations that would increase performance
Considers, identifies, analyzes, and documents version compatibility issues prior to and upon installation
Evaluates and makes recommendation on new software solutions to meet business needs
Assists staff members with processing requests for new software
Hardware Devices
Customer Assistance
Responsible for on-site hardware problem evaluation, analysis of error codes, physical repair, and replacement of PC components
Assists other IS units in the evaluation and repair of infrastructure components
Installs new IT equipment that has been approved by the agency
May work in remote locations
Assists with major upgrades
Assists IS and customers by identifying, reporting IT assets
Evaluates and makes recommendations on new hardware solutions to meet business needs
Participates in major upgrades
Assists staff members with processing requests for new hardware
Assists staff in remote locations

Working Conditions:
Requires daily use of a computer terminal. Requires frequent lifting of computers, monitors, and peripheral devices. Requires the ability to work independently to solve problems. This position requires the ability to work on multiple tasks simultaneously, sometimes under pressure with short timeframes. Employee may be required to work unusual hours including evenings and weekends in order to maintain operational systems. Overnight travel will be required in order to provide technical support throughout the state.
Qualifications, Required & Requested Skills
MINIMUM QUALIFICATIONS: To be considered for this position you must meet the following minimum qualifications:
Three years of information systems experience.
Education in Computer Science, Information Technology, or related field will substitute for the above experience based on the following:
Associate's degree substitutes for two years of experience.
Two year accredited vocational training program substitutes for two years of experience.
Bachelor's degree substitutes for all of the experience.

Transcripts will be required to receive credit for education coursework at the time of interview if you are using education to meet minimum qualifications of this position.

You must have a valid driver's license and a good driving record as you will be expected to operate a motor vehicle. If not, you must be able to provide an acceptable alternate method of transportation.

Preferred Skills:·
Experience providing remote and local desktop support to multiple locations
Experience with remote problem solving tools (e.g. SCCM)
Experience multitasking in a fast paced environment
Desktop experience supporting Windows 10, 8, 7 and XP
Experience with utilizing Active Directory
Experience in a Service Desk environment supporting non-technical users
Additional Information
TO APPLY, follow the "Apply" link above.

The pay and benefits on all announcements may change without notice.

Employee is required to maintain a drug/alcohol free workplace in accordance with the 1988 DrugFree Workplace Act and Department Policy.

"In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire." Please note, this employer will not sponsor applicants for H1-B visas.

Selection Process: The selection process consists of a review of your application and an evaluation of your education, experience and training. Resumes will not be reviewed unless we request them. Please note that your responses will also be evaluated for grammar, spelling and punctuation. Qualified applicants whose background most closely matches the needs of the position will be invited to interview.

Communication: All communication regarding your application and status will be done by e-mail. To insure clear communication, please unfilter emails from and

Background check: Prior to being offered a position, finalists must pass a fingerprint-based security/criminal record background check, and some higher level positions may include a thorough background investigation. Conviction of a crime will not automatically preclude appointment. Adverse background data may be grounds for immediate disqualification.

If you require an alternate format in order to complete the employment process, you may call Human Resources at 503-934-0258 or send an email to

Veterans' Preference
Eligible veterans who meet the qualifications will be given veterans' preference. To receive preference you need to attach appropriate documentation, or provide it no later than the time of interview as outlined by the Department of Administrative Services at the following website You may also call the Oregon Department of Veterans' Affairs at 1-800-692-9666 for information.

For more information about Oregon State Police visit:

The Oregon State Police is an equal opportunity, affirmative action employer committed to workforce diversity and inclusion.
Core benefits

Medical, vision and dental insurance

Comprehensive medical, dental and vision plans for the employee and qualified family members
$5,000 in employee basic life insurance
Retirement benefits

Membership in the Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP)
Employer paid defined benefit and defined contribution programs
**Effective November 1, 2016, SEIU represented employees who are Public Employee Retirement System (PERS) participating members will have their base salary increased by 6.95%. Upon becoming a PERS participating member, SEIU employees pay the employee 6% contribution to PERS.

Paid leaves and other benefits

Sick leave earned at the rate of 8 hours per a month with no maximum accumulation
Vacation leave earned at a minimum rate of 8 hours per month with accrual rate increases at 5-year increments
24 hours personal leave earned each fiscal year
Ten paid holidays a year
The state also provides access to an innovative Employee Assistance Program that offers work-life counseling, along with homeowner, legal and family resources.

Optional benefits

Term life (employee, spouse or domestic partner, and dependents
Long-term and short-term disability
Accidental Death and Dismemberment
Long-term care (self and eligible family members)
Flexible spending accounts
Option to enroll in the Oregon Savings Growth Plan, a deferred compensation program offering a wide variety of investment options.

The following information describes typical benefits available for employees. Actual benefits received may differ by position or branch of government or be prorated for other than full time work.