11105-22-Help Desk Technician III

Company: VLink Inc.
Location: Salem
Posted on: March 13, 2023

Job Description:

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 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
    
    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 candidate.
    
    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 PC.
    
    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.
    
    
    
    
    Estimated Duration
    
    01/23/2023 - 07/21/2023
    
    
    
    Position LocationRemote
    
    Region
    
    Salem
    
    Address
    
    3990 Fairview Industrial Dr SE Salem, Oregon 97302
    

Keywords: VLink Inc., Salem , 11105-22-Help Desk Technician III, Professions , Salem, Oregon