Job Details
Qualifications
- Customer service
- Phone etiquette
- Software troubleshooting
Job Description
JOB
About the position Job Appointment: Full TimeWork Schedule: This position is designated as primarily Remote. City Council approved a human resources administrative rule in January 2023, HRAR – 4.045, requiring employees, including those who are fully remote and hybrid, to perform work within Oregon or Washington. For more information, click here.Work Location: Portland Building, 1120 SW 5th Ave, Portland, OR 97204Benefit: Please check our benefit tab for an overview of benefit for this positionUnion Representation: Professional Technical Employees, Local 17 (PROTEC17). To view this labor agreement, please click here. Application Material: Please click APPLY to submit your application via the City of Portland’s online portal. You will need to attach a cover letter and resume and respond to the three (3) supplemental questions. Position SummaryThe Information Systems Technical Analyst I (ISTA I) is an entry level technical analyst position. This position will work with the Service Desk team within the BTS Support Center, a fast-paced environment. ISTA I is provided with routine supervision. As an Information Systems Technical Analyst, I - Generalist, you will: Answer the Service Desk phone.Document and record incidents and issues.Assist customers through simple troubleshooting and installs of standard software.Escalate more complicated incidents and issues that are outside predefined processes.Perform tasks and duties as developed by senior staff. Have a question?Contact Information: Tami Larison, Senior RecruiterBureau of Human ResourcesTamara.Larison@portlandoregon.gov
EXAMPLE OF DUTIES
The following minimum qualifications are requiredfor this position: Knowledge of current office procedures, methods, and equipment.Knowledge of principles and practices of customer service and appropriate phone etiquette.Knowledge of Information Systems terminology and hardware and software standard solutions.Ability to analyze, find solutions, and document routine customer service and technical issues and problems.Ability to establish and maintain effective working relationships with teammates, peers, and those contacted in the course of work. Applicants must also possess: Ability to successfully pass a comprehensive police background investigation.Ability to work in a culturally and gender diverse workplace.
SUPPLEMENTAL INFORMATION
City of Portland Core Values: Anti-racism | Communication | Collaboration | Equity | Transparency | Fiscal ResponsibilityThese values guide our actions as we serve the community and engage our workforce. To learn more about the City's core values, please click here. Work Status: Non-citizen applicants must be authorized to work in the United States at the time of application. Veterans' Preference: If you are requesting Veterans' Preference, attach a copy of your DD214/DD215 and/or Veterans Administration letter stating your disability to your profile, as well as checking the box identifying yourself as a Veteran. You must request Veterans' Preference AND include a copy of your documentation for each recruitment to which you apply. Veterans' Preference documentation must be submitted no later than the closing date and time of this recruitment. ADA, Pregnancy, and Religious Accommodations: If you identify as a person with a disability, are pregnant or nursing, or observe a religious practice(s), and would like to request a reasonable accommodation when applying for this job, please contact the Recruiter below for assistance. Equal Employment Opportunity: It is the policy of the City of Portland that no person shall be discriminated against based on race, religion, color, sex, marital status, family status, national origin, age, mental or physical disability, protected veteran status, sexual orientation, gender identity or source of income. The City values diversity and encourages everyone who is interested in employment with the City to apply. Language Pay Differential: City of Portland employees who speak one or more languages in addition to English, may be eligible to receive a “language pay differential.” This is compensation for qualifying multilingual City employees who use their language skill to assist the community. More about the language pay differential can be found here. Did you know? The City of Portland has How to Apply Videos and offers How to Apply Classes. If you have questions after watching the videos you are invited to contact the recruiter listed on the announcement or you are invited to attend the Question and Answers session. If you prefer to attend a virtual class, they are also available once a month.