All employees must reside in Oregon or Washington; the county cannot support ongoing telework from other locations. We are not able to sponsor H-B1, F-1 OPT or STEM OPT visas.
Overview
This Work Matters….
Join the Department of County Assets (DCA) as a Desktop Support Analyst and help keep Multnomah County running smoothly! In this role, you'll provide vital tech support across Multnomah County, working with everything from PCs and laptops to mobile devices. It's a great opportunity to solve new challenges daily and make a real difference in our community.
ESSENTIAL JOB FUNCTIONS RESPONSIBILITIES:
Support Hardware
In this hands-on role, you will provide exceptional, solutions-focused support to our diverse user base. Your expertise will be vital in diagnosing and resolving issues across a wide range of hardware, including desktops, laptops, handheld devices, and specialized equipment. You will be responsible for the full scope of hardware support: setting up and imaging new PCs, managing workspace configurations and moves, performing repairs, and coordinating warranty services, all while delivering professional and clear communication to the staff you serve.
Support Users At Their Desk
- As a key support analyst, you will deliver a premier, friendly service directly to our staff at their desks. You will ensure a smooth start for new team members by providing personalized hardware orientations, from setting up printers to connecting peripherals. By offering expert support for operating systems and applications, you will resolve technical issues swiftly to keep your colleagues productive. You will also be a trusted partner in maintaining our security, assisting with anti-virus protection and other initiatives, all while being ready to collaborate with the Help Desk to provide a seamless support experience for everyone.
Support Desktop Software
- You will empower our staff by ensuring they have the right software tools, running smoothly and efficiently. In this role, you will serve as a knowledgeable guide, offering friendly assistance and best practices for standard applications like Microsoft Office and Windows. You will expertly manage our software environment by testing and deploying new applications, configuring custom software for our development teams, and proactively handling updates to minimize disruption. By meticulously managing our library of operating system images, you will ensure every team member gets a tailored and reliable software experience from the start
Support Computer Asset Management
- As our Desktop Support Analyst, you will play a vital role in managing the physical landscape of our technology. You will be responsible for maintaining an accurate IT inventory across multiple locations, including asset tagging and diligently updating our core databases (Active Directory/ServiceNow). A key part of your role will be providing exceptional, hands-on support during major staff and computer moves, ensuring a smooth and organized transition for everyone involved. Your duties also include overseeing the entire asset lifecycle, from initial setup to the secure recycling of old equipment, making you a central figure in our operational success.
Administrative Tasks
- As a central figure on our team, you will drive solutions by proactively managing our support queue in ServiceNow, ensuring every request is handled efficiently and meets our service level commitments. You will take ownership of your role by collaborating with colleagues, attending key meetings, and contacting vendors to resolve complex hardware and system issues. A key part of your contribution will be providing dedicated, white-glove support for our local training rooms, from routine maintenance to immediate responses during live sessions. By assisting your peers, authoring clear technical documentation, and consistently growing your own expertise, you will be a trusted partner to both your team and the users you support.
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 about how your background is relevant.
Minimum Qualifications/Transferable Skills*:
- Associate's Degree, in lieu of a degree we will consider equivalent years of experience
- Four (4) years progressively responsible information systems experience providing user support in several infrastructure areas (voice and data communications, software, internal applications, hardware, and operations) which includes troubleshooting, maintaining, installing and analyzing information systems.
- Ability to pass a criminal records check.
Preferred Qualifications/Transferable Skills*: You do not need to have the following preferred qualifications/transferable skills to qualify. However, keep in mind we may consider some or all of the following when identifying the most qualified candidates. Please clearly explain on your application how you meet any of the following preferred qualifications/transferable skills.
- Experience using an IT Service management system to manage work requests, incidents and asset management. Experience in direct customer support in networking environments such as Microsoft directory services, advanced knowledge of desktop operating systems and desktop productivity suites is preferred.
*Transferable skills: 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. Be sure to describe any transferable skills on your application and clearly explain how they apply to this position.
Telework: At this time, the work schedule for this position is designated to be “Hybrid,” meaning you will be scheduled to work on-site 3 days away and telework on other days. The designation of Hybrid may be subject to change at a future time. You will be required to be on-site 5 days a week during the 3 month training period.
All employees must reside in Oregon or Washington; the county cannot support ongoing telework from other locations. We are not able to sponsor H-B1, F-1 OPT or STEM OPT visas.
Screening and Evaluation
The Application Packet:
- A completed online application.
- A resume covering relevant experience and education. Please be sure your resume includes the following for each employer: name of employer, location, dates of employment, your title, a brief summary of your responsibilities, the number of employees under your supervision.
Equal Pay Law: Please be advised that the pay range listed for this position is intended to provide general guidance on the earning potential for the role. However, actual compensation will be determined in accordance with the Oregon Equal Pay Law and will take into account factors such as the candidate's relevant experience, education seniority, training, and/or tenure. Candidates should expect that initial offers will be made within the listed pay range and may not be at or near the top of the range.
Note: The application, resume and cover letter should demonstrate your work experience/skills and how it is related to those shown in the Overview and To Qualify sections of the job announcement. Please be thorough, as these materials will be scored and determine your eligibility for an interview.
The Selection Process: For details about how we typically screen applications, review our overview of the selection process page. We expect to evaluate candidates for this recruitment as follows:
- Initial review of minimum qualifications: We may do an additional preferred review and/or send out additional supplemental questions to identify those highest qualified.
- Technical Exam: Allow up to two hours to complete. Some completed online and some in person.
- Consideration of top candidates: We will consider qualified candidates in order of rank and score from the list of eligible candidates. This may include panel interview(s), a hiring interview, and/or additional testing to determine the best candidates for a position.
- Background check and reference checks: All finalists must pass a thorough criminal records check and reference check.
ADDITIONAL INFORMATION:
This recruitment may be used to fill full-time, part-time, temporary, limited duration and on-call positions.
Type of Position: This hourly, local 88 union-represented position is eligible overtime.
Location: Hybrid Scheduled - majority of the schedule is onsite at a County assigned location You will be required to be on-site 5 days a week during the 3 month training period.
Schedule: Monday - Friday 8:00am - 5:00pm with a one hour unpaid lunch.
All employees must reside in Oregon or Washington; the county cannot support ongoing telework from other locations. We are not able to sponsor H-B1, F-1 OPT or STEM OPT visas.
Serving the Public, Even During Disasters
Everyday, Multnomah County staff work together to serve as a safety net for our communities. During a disaster, this safety net becomes even more critical. All County employees have a role in serving the public during inclement weather, natural disaster, or other types of community emergency response. During these emergency responses, while typically there begins with a call for volunteers, county employees may ultimately be reassigned from their current position to a role in the emergency response in order to support the critical needs presented by our communities. For more information, please visit the Disaster Service Worker Information page.