11105-22-Help Desk Technician III
Company: VLink Inc.
Posted on: January 22, 2023
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
Client (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
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
- Minimum 3 years of technical background focusing on
troubleshooting common computer issues
- Minimum 3 years of customer service experience in a technical
- Possesses critical thinking and root-cause analysis
- Ability to stay on task
- Experience supporting Microsoft 365 and OneDrive
- Experience supporting MFA (Multi-Factor
- Experience using a ticketing system to track work
- Ability to take phone calls and wear a headset for long periods
- Ability to communicate effectively through written
Please make sure resumes submitted CLEARLY reflect the required
skills and experience. Resumes that do not reflect the required
skills--supported by experience--will be rejected, regardless of
how you respond to the Qualifications section.
Covendis rate card description for a
Assists end users in resolving hardware and software issues by
fielding telephone calls and email communication, diagnosing
problems and performing troubleshooting activities. Documents,
tracks and monitors the problem to facilitate a timely resolution.
Relies on established guidelines and instructions to perform daily
job functions. Works under immediate supervision. May require an
associate's degree in a related area and at least 6 year or
equivalent experience in the field or in a related area.
Help Desk Technician III rate card minimum $15.50
Help Desk Technician III rate card maximum $66.00
Our primary criteria are the qualifications and experience of the
proposed key person. Please propose your strongest candidate, at a
rate less than or equal to the maximum.
Interviews will be conducted via MS Teams. Interview times will
reflect Pacific Standard Time.
Due to circumstances beyond our control, we anticipate two weeks or
more for the background check completion for the selected
This position is approved for remote work.
Remote onboarding will be required for the first day.
As agreed to between the Agency Authorized Representative and the
key person, any decision to allow telecommuting is made with the
understanding that the decision will be re-evaluated by the Agency
Authorized Representative on a regular basis. The key person should
be available to work onsite within a reasonable timeframe, if
deemed necessary by the Agency Representative.
Telecommuting will be contingent upon the key person providing
his/her own adequate computer, monitor(s), Internet connection, and
telephone, and be readily available during normal working hours via
phone, email or instant message. Access to Agency systems will be
provided via VPN or similar software. No hardware or additional
software will be provided at the key person's home site or his/her
Work schedule may be either a 5-day work week (M-F), with 8-hour
shifts between the hours of 6:00 AM - 6:00 PM PST or a 4-day work
week (M-F), with 10-hour shifts between the hours of 6:00 AM - 5:00
PM PST. Work will not exceed 40 hours per work week.
01/23/2023 - 07/21/2023
3990 Fairview Industrial Dr SE Salem, Oregon 97302
Keywords: VLink Inc., Salem , 11105-22-Help Desk Technician III, Professions , Salem, Oregon
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