DDS IT User Support Analyst (Information System Support Specialist 4)

State of Oregon · Salem · $5,178–$7,831/month (stated in the posting)

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The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community.

OPPORTUNITY AWAITS!

Imagine a role where your ability to troubleshoot complex systems directly impacts the efficiency of services for those in need—welcome to the front line technical support position at the Disability Determination Service.

Learn more about our program, as your work providing services will be through the Aging & People with Disabilities Program (APD). 

SUMMARY OF DUTIES

In this role you will act independently of any state or local Information Systems Team outside the Disability Determination Services (DDS) as the highest-level source of technical expertise on network issues. The incumbent will be expected to independently detect, analyze and resolve any problems that may occur with the case processing applications that are used to process disability claims.  They will provide automation training and use support to all Disability Determination Service staff and maintain the Disability Case Processing System application, tables, printing and associated ancillary software.

The Systems Unit within DDS manages a computer system purchased by the Social Security Administration. The equipment is integrated in the federal network and is isolated from the State of Oregon computer systems. The staff, equipment and software within the DDS is not supported by the staff of any State managed computer facility. Staff in this unit must adhere to all the requirements of Social Security regarding security and network protocols. Because the system in DDS is unique and not supported by the management and technical staff of State managed computer centers, the staff have to have a greater depth of knowledge about the equipment and software, they have to exercise a broader range of independent decision making and they have to integrate the requirements of more diverse policies and rules than do the staff in other computer systems in Oregon.

As a DDS IT User Support Analyst (Information System Support Specialist 4), you will:

Customer Assistance: Communication, Hardware and Software

• Monitor performance of hardware and software, diagnose communication problems, identify solutions as required to maintain the existing network and applications environment.
• Diagnose and resolve performance problems on the network environment caused by software and user problems.

Operations: Communication, Hardware and Software

• Install, configure, upgrade, and solve problems with devices within the existing network environment.
• Review and adjust devices and software on the network to deal with traffic or scheduling issues, maintain security and access for production staff and external partners, recovers or restarts servers as needed to deal with degrading performance and take appropriate action to control space utilization on the network.
• Monitor system performance, analyzes problems with version compatibility and controls the same.

Construction: Software

• Install new application software as needed.
• Perform analysis of proposed hardware, network or application enhancements and other special duties.

Minimum Qualifications:

(a) Three (3) years of information systems experience in System integration and Development experience;

OR

(b) An Associate's degree in Computer Science, Information Technology, or related field, OR completion of a two (2) years accredited vocational training program in information technology or related field; AND one (1) year of information systems experience in
System integration and Development experience

Essential Attributes:

Your application materials will be screened for each of these attributes, those whose skills match all of them and who also meet the MQ's listed above, will be invited to interview.

• Minimum four (4) years of IT Customer relations experience.
• Minimum four (4) years installation, performance monitoring, access, security, back-ups, scheduling, inventory management and processing orders.
• Minimum four (4) years of experience in information systems operating software and operating systems language and hardware configuration.
• Expert  level of proficiency in use and supporting M365 applications

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ATTENTION ALL CANDIDATES!

• A cover letter is required. Please address each of the essential attributes as it relates to your own experience listed above.
• Must be HSPD-12 credentialed and if not then you will need to undergo the HSPD-12 background check process and pass, after the conditional offer is received.
• Please retain the information in this job posting to refer back to throughout the recruitment process.
• Please make sure your application materials, resume or job history, are clearly outlined as this information will be used to determine your starting salary range. Note: Your cover letter (if requested) and resume may be uploaded in the Resume/CV field on the online application.
• The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

Working Conditions

• General office environment with typical schedule of Monday - Friday from 8:00 AM to 5:00 PM (flexibility for alternate work schedule). May occasionally be required to adjust work hours to a flex schedule based on business needs. This position is eligible for overtime. Ability to work on call shifts, and respond to emergent issues at the physical location on occasion.

Background Checks and Requirements

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information.
• The Oregon Department of Human Services does not offer visa sponsorship. 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. ODHS will use E-Verify to confirm that you are authorized to work in the United States.

Benefits

• Amazing benefits package.
• Cost of Living Adjustments.
• Possible eligibility for the Public Service Loan Forgiveness Program.
• Annual salary increases (until you reach the top of the listed salary range).
• ODHS Employee Resource Group communities that promote shared learning.

Employment Preference

Veterans’ preference:

• Veterans’ preference information.
• How to submit your Veteran documents for preference. Please do not attach your Veterans’ preference documentation in the Resume/CV field of your application.

General Information

• This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU).  
• This recruitment may be used to fill future vacancies in the same classification.

Contact Information

We invite you to contact ADA.DHS@dhsoha.state.or.us for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Bonnie Nyssen. If you contact the recruiter, please include the job requisition (REQ) number listed at the top of this job post.
• Email: bonnie.nyssen@odhs.oregon.gov

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