Technical Specialist II bei Oregon Metro

About the Department

Hello, we’re Metro! Metro is dedicated to shaping a better future for the greater Portland region. The work the people of Metro do every day benefits the lives of the people who live here, today, and tomorrow. 

The Information Technology and Records Management Department is looking for a Technical Specialist II to join the team and deliver high-quality helpdesk support across the agency. In this role, you will provide advanced technical support to PC and Mac users, helping to resolve hardware, software and communication problems, installing software programs and offering one-on-one guidance and training to staff on the use of such programs. You’ll serve as the primary onsite IT helpdesk support for the Oregon Zoo several days a week, while also contributing to the success of the IT team through both remote and in-person collaboration.

As the Technical Specialist II you will:

• Provide end-user support with great customer services skills via phone, ticketing systems, email and in-person interactions.
• Configure and install computer, network and printer hardware and software for both PCs and Macs in a networked environment.
• Install and configure software applications for PCs, Macs, and mobile devices.
• Troubleshoot, test and repair hardware and software issues on PCs, Macs, and mobile devices.
• Diagnose technical problems using desktop support tools.
• Assist with computer moves and changes, including network cabling, in coordination with network staff.
• Support Systems Administrators in identifying and resolving network and application problems.
• Provide advanced problem-solving support with limited direction.
• Offer basic end-user training and one-on-one consulting on software packages.
• Provide training to, and may help direct the work of, lower-level staff.

Attributes for success:

• Demonstrated understanding of the fundamental concepts, practices and procedures used in troubleshooting, diagnostic testing, and repair of personal computer hardware and software, including operating systems, applications, components.
• Advanced knowledge of networking PCs and Macs, including installation and configuration of network client software.
• Expertise in a variety of Windows operating systems and Microsoft Office (desktop and cloud), with a strong grasp of administration and security features.
• Advanced knowledge of PC and Mac operating systems, including system administration and security protocols.
• A high level of understanding of desktop performance and configuration issues, with the ability to identify and resolve problems efficiently.
• The ability to provide technical training to non-technical staff in a clear and supportive manner.
• Strong communication skills, both oral and written, with the ability to explain technical concepts to a variety of audiences.

DIVERSITY AND INCLUSION 

At Metro, we strive to cultivate diversity, advance equity, and practice inclusion in all of its work. This means attracting and empowering a workforce that is inclusive of a broad range of human qualities. Workplace diversity is both a moral imperative and a business strength, essential to providing quality support and services to our region. Metro’s goal is to hire, develop and retain highly skilled and talented individuals across all departments and programs who best reflect the diversity of our community.   

Learn more about Metro’s Diversity Action Plan

TO QUALIFY

We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific in your application materials on how your background is relevant. 

Minimum qualifications

• A minimum of 3-5 years experience working with PC users in a non-technical environment and 
• An Associate’s degree in computer technology; or
• Any combination of education, professional, volunteer and lived experience that provides the necessary knowledge, skills, and abilities to perform the classification duties and responsibilities.

Working Conditions 

• Frequent walking and equipment management, including lifting and transporting equipment, sometimes over rough terrain or through nature paths.
• Non-office, outdoor, maintenance areas, sheds, exposure to plants and animals.
• Various indoor areas, including small storage spaces, work under desks or in tight areas.

If this statement is true for you, then you may be ineligible to apply

If you were terminated for cause during any employment with Metro, or resigned in lieu of termination, you may be ineligible for rehire for a minimum of 3 years.

Hybrid Telework 

At this time, this position is designated as “hybrid telework.” You will have the option to work away from the office along with on-site work requirements at the Oregon Zoo and additional Metro sites. The manager will work with you to identify a schedule that balances the operational needs of the department and your needs. Employees must reside in Oregon or Washington to work at Metro.

Like to have qualifications

You do not need to have the following preferred qualifications/transferable skills to qualify. However, keep in mind we may consider them when identifying the most qualified candidates. Your transferable skills are any skills you have gained through education, work experience, including the military, or life experience that are relevant for this position.

• Previous experience working in a union environment. 
• Previous experience working with Peoplesoft and NEOGOV. 
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate, or Apple Certified Support Professional.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Experience with software deployment tools (e.g., SCCM, Jamf, Intune).
• History of providing one-on-one or group training to end users on common software applications (e.g., Microsoft Office, Google Workspace).
• Experience rebuilding or diagnosing hardware (e.g. non-standard hardware, reader boards, touchscreens, hard drive installation, reimaging, installing equipment, troubleshooting devices).

SCREENING AND EVALUATION

The application packet: The application packet consists of the following required documents. Please ensure that you upload these documents in your online application. Make sure your application is complete, missing any part of these items could result in an incomplete application and will not be moved forward in the recruitment.

• A completed online application 
• Responses to supplemental questions 

The selection process: We expect to evaluate candidates for this recruitment as follows. The selection process is subject to change.

• Initial review of minimum qualifications
• In-depth evaluation of application materials to identify the most qualified candidates
• Consideration of top candidates/interviews
• Testing/assessments (if applicable)
• Reference check 

COMPENSATION, BENEFITS AND REPRESENTATON

The full-salary range for this position is step 1. $34.41 to step 7. $46.15. However, unless a candidate’s qualifications justify, based on the Oregon Pay Equity Act requirements and Metro’s internal equity review process, the appointment will likely be made between step 1. $34.41 to the equity range step 4. $39.84. 

This position is eligible for overtime and is represented by union AFSCME 3580. Itis classified as a Technical Specialist II. Classification descriptions are typically written broadly and do not include the specific duties and responsibilities of the positions

Questions?

Recruiter: Carrie Gundermann

Email: [email protected]

Other Qualifications

Equal employment opportunity

All qualified persons will be considered for employment without regard to race, color, religion, sex, national origin, age, marital status, familial status, gender identity and expression, sexual orientation, disability for which a reasonable accommodation can be made, or any other status protected by law.

Accommodation

Metro will gladly provide a reasonable accommodation to anyone whose specific disability prevents them from completing this application or participating in this recruitment process. Please contact the recruiter outlined in the job announcement in advance to request assistance.

Veterans' preference

Under Oregon Law, qualified veterans may be eligible for veterans' preference when applying for Metro positions. If you are a veteran and would like to be considered for a veterans' preference for this job, please provide qualifying documents as instructed during the application process.

Hybrid Telework

Positions designated as “hybrid telework,” meaning you will have the option to work away from the office, although there may be times that coming into the office will be required. The designation of Hybrid Telework may be subject to change at a future time. All employees must reside in Oregon or Washington; Metro cannot support ongoing telework from other locations.
  
Pay equity at Metro

No matter who you are or where you work at Metro, you deserve to be paid fairly for the work you do. Every worker must get equal pay for equal work regardless of your gender, race, age, or other protected characteristics. Metro has established processes and conducts routine pay equity reviews as part of the hiring process to ensure compliance with the 2017 Oregon Pay Equity Act.

Online applications

Metro accepts job applications online. If you need assistance or accommodation with your application, or access to a computer, please contact the recruiter outlined in the job announcement in advance to request assistance. 

How to Apply

For tips on how to apply and more information on what the application process looks like, visit Metro’s “How to apply” page. 

Government Jobs

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Metro 

Led by an elected council, this unique government gives all residents of greater Portland a voice in shaping the future and provides parks, venues, services, and tools at a regional scale. We find solutions for our area’s garbage and recycling that protect clean air and water; help plan land use and development to provide jobs and safe transportation; manage local venues that provide a connection to arts and culture and help keep the economy growing; protect 17,000 acres of parks and natural areas, and run the Oregon Zoo, to keep nature close to home.