User Support Specialist (Information Systems Specialist 3 – ISS3)

Innovative Mission: At ODA, we’re at the forefront of protecting and promoting Oregon’s agricultural communities and economies.

Diverse Programs: ODA has 38 programs ranging from our staff and constituents in their dusty boots out in the fields to clean high-tech labs that serve every Oregonian.

Collaborative Agency: Our staff ("aggies") at ODA, are unified in the mission to support our farmers and ranchers across the state. As a User Support Specialist, you will work across programs to provide support and assistance to staff across the State.

Respond to user inquiries and technical issues via phone, email, or in-person, and provide timely and effective solutions.

Diagnose and troubleshoot first- and second-level hardware, software, and network problems.

Facilitate the prompt and seamless escalation and follow-up of more complex technical issues to the appropriate person(s) or vendor(s).

Provide technical training, guidance, and necessary documentation to users to ensure they make the most effective use of technology.

Collaborate with Division and Program leaders to develop appropriate training to improve the agency’s technical competence and reduce calls for support.

Administer asset and inventory system to properly track and maintain records of hardware and software assets.

Conduct business analysis or research and initial needs analysis on portions of hardware or software projects, help to negotiate with vendors on pricing, and make recommendations on which technologies to adopt.

Experience providing in-person and remote support in a user support role.

Experience with both formal and informal technical training.

Experience troubleshooting computer desktop hardware and peripherals.

Experience troubleshooting system and application problems.

Special consideration given to those with experience supporting both the Apple and Microsoft family of Operating Systems and Applications.

Experience documenting incidents, technical writing, knowledge articles and delivering customer-focused training.

Effective and precise writing, grammar, and verbal communication skills.

Self-motivated with an ability to manage time well, multitask, and prioritize workload and to work independently under pressure of tight deadlines.

Proven ability to build relationships across an organization and develop collaborative partnerships.

Ability to model empathy, compassion, and maturity as a member of a diverse team.

Commitment to providing a superior customer experience.

Providing empathy to users who are experiencing frustration with technology.

Clear communication skills when explaining or supporting users troubleshooting.

Knowledge or strong familiarity with both M365 software and the Apple ecosystem of hardware and operating systems.

Experience working collaboratively with a team to identify and provide solutions.

Recruitment Closes: May 5, 2025

1st Round 45 min Interview: May 12 - 16, 2025

2nd Round if needed: May 19 - 23, 2025

A cover letter and resume are required. Your cover letter should demonstrate how your experience and training relate to your qualities under the "what we’re looking for" section above.

Your cover letter may be addressed to the hiring manager, Ryan Schlunz, CIO.

Upon submitting your application, please check your Workday account for additional tasks to complete, such as questionnaires, and to request veteran's preferences (if applicable).

This recruitment may be used to fill future vacancies

Per the Pay Equity Law passed in 2017, an equal pay analysis will be conducted to determine the compensation of the successful candidate. The analysis will be based on the relevant experience, education, training, and certifications documented in the application materials.

United States Employment Eligibility: The Oregon Department of Agriculture does not offer visa sponsorship. Within three days of hire, all applicants will be required to complete the US Department of Homeland Security's Form I-9, confirming authorization to work in the United States. The Oregon Employment Department is an E-Verify employer. If you are the successful candidate, you must present your I-9 (See page 3) for employment verification.