User Support Analyst (Information Systems Specialist 5)

Initial Posting Date: 04/26/2024

Application Deadline:05/12/2024

Agency:Department of Human Services

Salary Range:$5,291 - $8,001

Position Type:Employee

Position Title:User Support Analyst (Information Systems Specialist 5)

Job Description:

We are proud to be an Equal Opportunity Employer. We are actively working to build an equitable agency with the Equity North Star as our guide toward our vision of an agency free of racism, discrimination and bias. We believe that teams in which everyone can show up as their full authentic self are key to creating a thriving workforce that can better serve communities. We welcome members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to apply.

We are hiring a User Support Analyst (Information Systems Specialist 5) to join our Disability Determination Services (DDS) Systems Team.

In this position, you will be the expert on local and wide area networks, including routers, switches, firewalls, file servers, and all software used therein within the Oregon DDS. You will be expected to independently detect analyze and resolve, any problems that may threaten the integrity of either the LAN or WAN and to maintain the integrity and function of the LAN and WAN at the Oregon DDS. This position actively seeks to provide culturally appropriate services where individuals are treated respectfully, compassionately and effectively in a manner that recognizes, affirms and values the worth of individuals, families and communities, protecting and preserving the dignity of each. Be the bridge to seamless connectivity. Apply today!

Oregon Department of Human Services (ODHS), A place to belong and make a difference!

When you join the ODHS, you join a community of over 10,000 employees dedicated to serving and helping Oregonians achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity.

Connect with ODHS Employee Resource Groups (ERGs) and find a place to belong, build community and participate in shared learning. ERGs are employee-driven committees that support each other as well as the ODHS’ overall mission and vision.

We are committed to building an antiracist and equitable agency. Equity is foundational to our role as a human services agency and we are committed to integrating equity into all we do. The Equity North Star has four points that explain the agency's goals related to equity, inclusion, and racial justice.

We know that life is unpredictable and ODHS cares about keeping you well. Enjoy a work-life balance, 11 paid holidays a year, flexible work schedules, and competitive benefits packages including health, dental, vision and much more!

What you need to qualify

Four (4) years of information systems experience in: User and network support.

OR

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 two (2) years of information systems experience in: User and network support.

OR

A Bachelor's degree in Information Technology, Computer Science, or related field may substitute for all of the above.

Essential attributes

We are looking for candidates with:

Experience and knowledge of user hardware, software, local and wide area networks (LAN and WAN).

Knowledge of security protocols established by SSA and monitor network and systems.

Knowledge of the unique requirements of SSA systems/networks and Oregon DDS operation.

Excellent communication and customer service skills with ability to share technical information that is easily understood by users.

Please be sure to clearly describe how you meet these attributes within your application materials. These attributes will be used to determine which candidates will be selected to move forward in the process.

Your duties at a glance

Aging and Disability Services

As a User Support Analyst, you will:

Diagnose problems with desktop PCs, laptops, file servers routers, switches, etc. and repair hardware as needed or report to hardware vendors regarding devices that cannot be repaired locally.

Monitor performance of hardware and software, diagnose communication problems, identify and implement solutions as required to maintain the existing LAN/WAN environment.

Communicate with our federal partner (SSA) to diagnose and resolve performance problems in the LAN/WAN environment caused by software problems.

Install, configure, upgrade and solve problems with devices within the existing LAN/WAN environment.

Produce ad hoc reports on system performance for our federal partners and other users.

Review and adjust devices and software on the LAN/WAN to deal with traffic or scheduling issues, maintain security and access through a firewall for production staff and external partners.

Recover or restart file servers as needed to deal with degrading performance and take appropriate action to control space utilization on the network.

Monitor system performance, analyze problems with version compatibility and controls the same.

Maintain security of the operating systems of the file servers and more broadly of the PCs throughout the office.

Install new software as needed.

Install new hardware, configure or reconfigure as needed to improve or maintain LAN/WAN performance, control inventory of devices.

Control the versions of software being used and maintain compatibility within the devices on the LAN/WAN.

Working conditions

Hybrid option available. You are required to work in the office 3 days a week. You do have the option to work full-time in the office.

You will have a standard 40hour work week. Monday to Friday adjustable hours based on department needs.

Occasional overtime required to perform maintenance and cover On-call at night or on the weekends to avoid affecting the production requirements of the program. You will be on-call 1 week per month after the training period of 6 months.

Application instructions & requirements

Your work history profile, cover letter, and resume are the perfect opportunity to highlight your interest in the position and demonstrate your skills, lived and/or work experience that shows you are an excellent candidate for the position.

A cover letter is required. Attach a cover letter that demonstrates how you meet the qualifications, requirements, and essential attributes for the position.

Please upload a resume or complete the work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.

Current State of Oregon employees: Apply via your employee Workday account.

If you are not a current State of Oregon employee, view this application instructional video.

After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.

Additional requirements

Finalists for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment.

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.

Individuals selected for positions with the Disability Determination services (DDS) will go through a complete federal background investigation. A suitability determination by the Social Security Administration is necessary to determine whether an employee can be issued credentials in order to have access to Social Security disability data, records and systems. A pre-screen will be conducted through SSA Office of Deputy Commissioner for Human Resources (DCHR). If the pre-screen is favorable, a job offer can be extended. However, the job offer is still contingent upon a full suitability clearance through DCHR.

A valid driver’s license and acceptable driving record are required for this position or you must have an appropriate form of transportation.

Helpful information

This position is represented by the Union (SEIU).

This recruitment may be used to fill future vacancies.

Have questions about Workday, and want some tips on understanding the state application process? Check out our Oregon job opportunities page.

If you need an accommodation under the Americans with Disabilities Act (ADA), have questions or need assistance with the application process or have questions about the job duties or application process, please contact, via email. Please be sure to include the job requisition number.

REQ-155410