IS Assistant (Help Desk)

ABOUT US

Founded in 1945, Lane Council of Governments (LCOG) is one of the oldest councils of governments. Overseen by a Board of Directors, we strive to enhance public services in Lane County and beyond. This collaborative journey includes partnerships with local governments and special districts in the fields of GIS Planning, Personnel Management, Transportation, and Senior and Disability Services. Located in the heart of Eugene, we are home to a thriving university, diverse nightlife, and access to ample recreational opportunities, from the sea to the mountains.

LCOG is committed to a work environment that values the cultural, educational, and life experiences of each employee. We believe that a diverse workforce enables us to deliver culturally competent services to all members of our community. As part of our commitment to diversity, LCOG continues to be an affirmative action/equal opportunity employer.

We are most interested in finding the best candidate for the job, and that candidate may be one who comes with relevant transferable skills from a variety of sources and experiences. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

POSITION SUMMARY

• DIVISION: Government Services
• SUPERVISOR: IS Service Manager
• UNION REPRESENTATION: Employees Association (EA)
• POSITION PURPOSE: The primary role of the IS Assistant (Help Desk) is to staff the Computer Help Desk at LCOG and to assist users in resolving recurring hardware and software-related problems in a PC-based Local Area Networks (LAN) environment in person, over the phone, Zoom, or MS Teams.

  This position is expected to adapt to evolving technologies, including the integration of artificial intelligence, automation, and advanced service management tools. As technological capabilities change, duties may shift to include leveraging new tools for ticket triage, user support, documentation, and workflow efficiencies. Flexibility and a willingness to learn emerging technologies are essential components of this role.

  This position will work with evolving technologies, including tools that support automation and artificial intelligence. As systems and processes change, duties may include using new tools to assist with ticket triage, user support, documentation, and service workflows. A willingness to learn and adapt to new technologies is important in this role.

MINIMUM QUALIFICATIONS

• Associate's degree in computer science
• Two years of related experience
• Experience working with PCs
• Experience with Microsoft Windows Professional Operating systems, and Mobile devices that are both Android and iOS based.
• Any combination of education and experience that provides the applicant with the knowledge, skills, and ability required to perform the job.
• Passing a background check is required for this position.

Preferred

• Experience with Voice over IP (VOIP) phones and software.

Professional Competencies

• ATTENTION TO DETAILS: Ability to accurately complete detailed work in a fast-paced environment.
• DECISION MAKING: Ability to make decisions and elicit pertinent information relevant to your position.
• COMMUNICATION: Excellent written and oral communication skills.
• PROBLEM SOLVING: Ability to think creatively and respond to a changing environment.
• EFFECTIVE ORGANIZATION SKILLS: Organizes and maintains work environment.
• TIME MANAGEMENT: Uses time effectively.
• COLLABORATION: Must work well in collaborative teams within LCOG and with external agencies, and community members.
• ADAPTABILITY: Must be adaptive and work well within a range of team and leadership frameworks.
• RESPECTFUL WORKPLACE: Commitment to working effectively with people from diverse backgrounds, in support of an inclusive and respectful environment.