Help Desk Analyst-Information Systems Specialist 4 - Salem, OR

Employer: Public Utility Commission

Job Description:
Help Desk Analyst – Information Systems Specialist 4 Salem | PUC
Initial Posting Date: 12/01/2020
Application Deadline: 12/18/2020
Agency: Public Utility Commission
Salary Range: $4,209 - $6,360
Position Type: Employee
Position Title: Help Desk Analyst – Information Systems Specialist 4

Job Description:
ATTENTION! The Oregon Public Utility Commission (PUC) is seeking a motivated and energetic Information Systems, Help Desk Analyst, team member that can navigate the everyday technology hiccups our staff members encounter, and who brings a forward-looking perspective on how technology can better meet the needs of the agency and agency’s objectives and mission. Communication and technology go hand in hand for this position. PUC is looking for someone with a strong customer-centered approach, and who has mastered the art of translating “computer talk” into plain language, and supporting our systems’ users.

Do you have excellent communication skills and a good understanding of computer systems, mobile devices, and other technology to offer coordinated in-person* support and remote troubleshooting for hardware and software issues? If this sounds like you, and you desire to become a public steward and part of a team of a team, then apply now!

*NOTE: Per direction from Governor Kate Brown, currently, nearly all PUC employees are teleworking to assist in combating COVID-19 in Oregon. Future agency operations will be based on statewide guidance from the Governor and public health professionals.

PUC Overview:
Celebrating more than 150 years of history, the work of the PUC impacts every household throughout the state. The PUC is responsible for rate regulation of Oregon's investor-owned electric, natural gas, and telephone utilities, as well as select water companies. The PUC also enforces electric and natural gas safety standards and handles utility-related dispute resolution on behalf of Oregon residents. We play an integral part in creating and maintaining a fair and transparent regulatory environment that ensures safe, reliable, and efficient utility services at fair and reasonable rates for consumers. The PUC is an other funds agency, funded by assessment of the regulated natural gas, electric, telecommunication, and water utilities.
The PUC is a diverse agency, our staff are specialized in many emerging and exciting energy-regulatory areas including: utilities' renewable resource plans; distributed energy resources and energy efficiency; electric vehicle infrastructure planning; and other key areas within the energy and utility sectors. Agency staff also play a prominent role in ensuring that the State’s natural gas pipelines, power lines and energy facilities operate safely. Staff respond to and resolve consumers’ concerns regarding utility service, and support Oregonians’ access to adequate and affordable telephone service.
The agency’s mission is to ensure Oregon utility customers have access to safe, reliable, and high quality utility services at just and reasonable rates. This is done through robust analysis and independent decision-making conducted in an open and fair process. The PUC offices are located in downtown Salem, in close proximity to the State Capitol.
The PUC prides itself in being a great place to have a career. As a mid-size State of Oregon agency, the PUC provides opportunity for employees to get to know each other in a friendly environment. The PUC offers benefit plans that pay up to 99% of the premium for coverage of employees and dependents; membership in the Oregon Public Employee Retirement System retirement plan; 11 paid holidays per year; 24 hours of personal leave per year; vacation leave earned at a minimum rate of 8 hours per month and sick leave earned at a rate of 8 hours per month; and many other benefits.

More information about the Oregon Public Utility Commission can be found online at:

About Salem, Oregon and the Willamette Valley Corridor:
The PUC is headquartered in Salem, Oregon. Located in the heart of the Willamette Valley, Salem is the capital city of Oregon, with a population of more than 170,000. Salem’s central location offers easy access to Interstate 5 and major transportation hubs. Salem has a strong business community and an easy-going lifestyle, and is located 47 miles south of Portland, and just an hour from the Cascade Mountains and the ocean beaches. Salem is in the midst of sustained, steady growth. The Willamette Valley Corridor is a diverse region with well-established, family-friendly neighborhoods, access to good schools and universities, and all areas have a small-town feel. Paired with a high quality of life and an endless bounty of outdoor activities, the Willamette Valley is a great place to live and work. Click here to learn more about Salem, Oregon.

About Portland, Oregon:
Portland and its neighboring areas have beautiful scenery, safe communities, good schools, world-class food and drink, clean air, and plenty of nearby outdoor recreational opportunities, including skiing and ocean beaches. Portland has a great sense of community built on the hearts of kind people and a unique culture that fosters diversity. Portland is recognized as one of America’s most bike-friendly cities, and provides an environment for outdoor activities including hiking, mountain biking, fishing, white water rafting, and more. For those foodies, Portland has great restaurants and they take their coffee and micro-brewed beers seriously. In addition, numerous wineries are within a short drive, most being between Portland and Salem. Portland and Salem, and the greater region, is a wonderful place to call home. Click here to learn more about Portland, Oregon.

What you will do as the PUC Help Desk Analyst:
This position provides agency employees with a single point of contact to receive help on a broad range of computer-related issues, including providing technical support and training in software applications, as well as hardware use and operation. The person in this position responds to agency employees, is in charge of routing incoming requests utilizing an Information Technology Service Management System; coordinates the procurement process for Information Systems hardware and software; and maintains the hardware and software inventory and maintenance agreements for the agency.

Major duties include:
- Researches and answers routine hardware, software program, and telecommunication system related questions (e.g., questions ranging from how to format a document, to documents not printing on a printer).
- Evaluates and analyzes helpdesk work order requests to determine if issue(s) are network, hardware, or software related. Identifies hardware and software failures and resolution and implements solution independently.
- Identifies when hardware and software failures should be referred to senior agency IS staff for review and resolution, or receives direction from senior staff for resolution.
- Maintains up-to-date knowledge of a variety of software applications and makes software recommendations to users to best suit user’s needs verbally and in writing.
- Coordinates, documents, and performs routine scheduled maintenance on agency PCs.
- Receives and installs new hardware and software to end users’ workstations, laptops, and phones.
- Meets with new employees one-on-one to provide information regarding agency computer usage.
- Performs user account management to include: unlocks user accounts; resets user passwords, setup and remove user desktop and laptop computers; creates and manages system imaging using Microsoft System Configuration Center (SCCM); and assists in deploying updates to user workstations.
- Coordinates with the State’s contracted telecommunications provider in the administration of PUC’s VoIP System (phone and voice mail). Administer the agency’s mobile phone equipment procurement, device setup, configuration and upgrades. Troubleshoot user mobile device concerns and, as needed, serve as a liaison with mobile service providers for technical support.

What we are looking for:
Three years of information systems experience in:
- Software:
Software means the programs, procedures, rules, and associated documentation concerned with operating a system and covers both applications and operating software.
- Hardware:
Hardware device means the physical components (e.g. PC, server, mainframe, peripherals).
- Communications:
Communication means the connections that link systems and includes voice, data, image, and video.
An Associate's degree in Computer Science, Information Technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology or related field; AND one (1) year of information systems experience in:
- Software:
Software means the programs, procedures, rules, and associated documentation concerned with operating a system and covers both applications and operating software.
- Hardware:
Hardware device means the physical components (e.g. PC, server, mainframe, peripherals).
- Communications:
Communication means the connections that link systems and includes voice, data, image, and video.

The most competitive candidates will demonstrate the following requested skills:
Work experience providing Information Systems (IS) Help Desk technical-level support in a state agency.
Work experience supporting system users in an organization using a variety of software such as, but not limited to: Microsoft Windows, Microsoft Office (Word, Excel, PowerPoint, Teams, OneDrive, SharePoint), Adobe Acrobat, and other software used to support the agency’s business processes.
Work experience diagnosing and resolving network, hardware and software problems in response to customer reported incidents.
Demonstrated technical expertise in Microsoft products for individual use and to provide assistance to system users.

Demonstrated ability to communicate technical issues clearly and concisely, both verbally and in writing, with a diverse range of customers and staff members having different priorities and needs.

How to Apply:
To submit a complete application, you must utilize the State of Oregon “Workday” recruitment system. Utilizing the Workday system:
1) Create a Workday account OR Login to your Workday account;
2) Complete and submit your electronic application; and
3) As an attachment to your Workday application, upload your current resume, and cover letter, each of no more than two pages, addressing the above requested skills.
**If you are a current employee of the State of Oregon, you MUST apply through your internal State of Oregon employee Workday account and attach the required material.
Warning! The Workday system will timeout after 20 minutes of inactivity. You must submit your application after you begin the process. You cannot save your progress and come back to it later.
For more information about applying for positions with the State of Oregon via Workday, you may visit the Oregon job opportunities website at: ​

If you are a veteran you may receive preference. If you checked that you are a veteran, a request will be sent to your Workday inbox to submit your veteran’s DD214 form. Please check your Workday inbox regularly to avoid processing delays. Click here for more information about veterans’ preference.

How to Get Noticed:
Help your application rise to the top! Showcase your unique skills and experience in your resume and cover letter. Show us how YOU are the best candidate for this position.
Candidates whose training and/or experience most closely match the requirements and needs of the position, and who attach all necessary documents may be eligible for an interview. Submissions will be screened for consistency of information and communication skills at the professional level (clarity, conciseness, attention to detail, spelling, grammar, etc.).

Additional Information about Employment with PUC:
If you are hired, you may be required to provide facts about past employment and present financial interests if they could be connected with the businesses regulated by the PUC.
The PUC does not offer VISA sponsorships. Within three-days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States.
This recruitment will be used to establish a list of qualified candidates; this list will be used to fill the current opening and may be used to fill other openings as they occur.
The pay and benefits on all announcements may change without notice.
The PUC is an Equal Opportunity, Affirmative Action Employer Committed to Workforce Diversity.

Contact Person:
Location: Salem, OR
Application Method: Online:
Base Pay: $4,209 - $6,360 MO

Posted on December 14, 2020

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