Job Details
Qualifications
- Customer service
- Phone etiquette
- Software troubleshooting
Benefits
- Paid training
Job Description
The Position
About the position
Job Appointment: Full Time
Work Location: Portland Building, 1120 SW 5th Ave, Portland, OR 97204
Benefit: Please check our benefit tab for an overview of benefit for this position
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 Summary
The 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 Recruiter
Bureau of Human Resources
Tamara.Larison@portlandoregon.gov
To Qualify
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.
The Recruitment Process
STEP 1: Apply online between July 24, 2023 – August 7, 2023
Required Application Materials:
Cover letter
Resume
Answer to three (3) Supplemental Questions (click on the Questions tab to preview the questions)
Optional Application Materials:
Veteran documents to request for Veteran Preference (ex, DD214-Member 4, VA Benefit Letter, etc)
Do not attach any additional documents. Please note, all completed applications for this position must be submitted no later than on the closing date and time of this recruitment. All applications must be submitted via the City's online application process. Do not attach materials not requested. E-mailed and/or faxed applications will not be accepted.
Step 2: Minimum Qualification Evaluation: August 1 to August 11
An evaluation of each applicant's training, paid and unpaid experience, as demonstrated in their cover letter, and resume, weighted 100%.
Your cover letter and résumé will be the basis for our evaluation of your qualifications for this position. Incomplete or inappropriate information may result in disqualification.
Step 3: Establishment of Eligible List: August 14 to August 18
Candidates who meet the minimum qualifications will be placed on the equally ranked eligible list.
Positions may require those placed on the eligible list to complete and sign a criminal background statement before being considered for employment.
Step 4: Selection (Interview): Late August
Hiring bureau will review and select candidates for an interview
Please note, the selection process may take up to 90 days from the notification of being placed on the eligible list.
Step 5: Offer of Employment: Early to Mid-September
Salary Range/Equity Pay Analysis: Please note per the Oregon State Pay Equity Law your salary is determined based on the experience and education listed in your resume/application. It is strongly encouraged to include any transferable experience (paid or unpaid regardless of how recent) to ensure your offer is reflective of all directly related and equivalent experience.
Step 6: Start Date: Late September
A start date will be determined after all conditions of employment have been met.
- Timeline is approximate and subject to change.
City of Portland Core Values:
Anti-racism | Communication | Collaboration | Equity | Transparency | Fiscal Responsibility
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.