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

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

Skill Matrix

• Windows 9x/2000/XP/NT/Vista/7 Proficient (4-6 Years)
• Technical Support Minimum 3 years of experience in large volume call center and technical support environment Proficient (4-6 Years)
• Windows 10 Proficient (4-6 Years)
• Call Center Software Proficient (4-6 Years)
• M365 2 Years of experience Required Novice (1-3 Years)
• Multi-Factor Authentication (MFA) 2 Years of experience Required Novice (1-3 Years)
• OneDrive 2 Years of experience Required Novice (1-3 Years)
• Root-Cause Analysis Proficient (4-6 Years)
• Communication skills both verbal and written Proficient (4-6 Years)
• Learning ability Proficient (4-6 Years)
• Team work Proficient (4-6 Years)
• MicrosoftOffice Proficient (4-6 Years)