Request ID: OR-11105-22 (96691227)
Location: Salem, OR DHS
Duration: 12 Months
This position is approved for remote work.
skills:
Operating Systems Windows 9x/2000/XP/NT/Vista/7 Proficient (4-6 Years) Yes
Technical Support Minimum 3 years of experience in large volume call center and technical support environment Proficient (4-6 Years) Yes
Windows 10 Proficient (4-6 Years) Yes
Call Center Software Proficient (4-6 Years) No
M365 2 Years of experience Required Novice (1-3 Years) Yes
Multi-Factor Authentication (MFA) 2 Years of experience Required Novice (1-3 Years) Yes
OneDrive 2 Years of experience Required Novice (1-3 Years) Yes
Root-Cause Analysis Proficient (4-6 Years) Yes
Communication skills both verbal and written Proficient (4-6 Years) Yes
Learning ability Proficient (4-6 Years) Yes
Team work Proficient (4-6 Years) Yes
MicrosoftOffice Proficient (4-6 Years) Yes
Required skills and experience:
Minimum 3 years of large volume technical call center experience
Minimum 3 years of technical background focusing on troubleshooting common computer issues
Minimum 3 years of customer service experience in a technical support environment
Possesses critical thinking and root-cause analysis skills
Ability to stay on task
Experience supporting Microsoft 365 and OneDrive
Experience supporting MFA (Multi-Factor Authentication)
Experience using a ticketing system to track work
Ability to take phone calls and wear a headset for long periods of time
Ability to communicate effectively through written communications
Please note: Note there are two identical requisitions to support the body of work. Please propose your strongest candidates for one or more requisitions.
The Office of Information Services (OIS) is a shared service provider for the Oregon Health Authority (OHA) and the Oregon Department of Human Services (ODHS). OIS provides the technology systems and services that support more than 15,000 OHA and ODHS agency staff at local offices and facilities around the state. These systems and services help the two agencies determine client service program eligibility; provide medical, housing, food and job assistance; provide addiction, mental health, vocational and rehabilitative services; protect children, seniors and people with physical and/or developmental disabilities; process claims and benefits; manage provider licensing and state hospital facilities; and promote and protect the state public health.
The Office of Information Services (OIS) Customer Service and Support (CSS) team is looking for skilled Help Desk Technician III support for the UPN Project (User Principal Name Project).
The UPN Project has a planned roll out in January 2023, impacting approximately 20,000 OHA, ODHS, and OIS staff and partners. To facilitate successful implementation of the UPN program, this position will focus on providing direct support via phone, tickets, and chat to users who are impacted. In addition, the Key Person will provide backup support to the Tier 1 Service Desk team by supporting work tickets that may be unrelated to the UPN Project.
Scope of work:
Answering phone calls, working tickets, and responding to chats related to the UPN Project
Document issues using the CA ticket system
Identify and report trends related to the UPN Project
Provide backup support to the Tier 1 Service Desk team which may be unrelated to the UPN Project.