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Service Desk Specialist

Company Name:
Oregon Lottery
INTERNAL EMPLOYEES ONLY - You must be a current regular service Lottery employee to apply for this position.
This internal job posting will close on May 15, 2014 at 5:00pm. Apply now!
POSITION PURPOSE:
This position receives training in learning the operation of the IT Service Desk, which provides technical support and customer service for Lottery employees requiring assistance with technology solutions including PC's, phones, printers, application software and mobile devices in a diverse enterprise environment. This team utilizes standard tools and processes to assign, escalate, monitor and track incidents, problems, service, and change requests. In addition, the Service Desk Specialist will receive training on supporting various IT programs and projects to assist with implementing new IT infrastructure or application enhancements.
JOB SCOPE:
This position receives close supervision and training in the performance of assigned duties and tasks. The position receives training and mentoring in order to develop competencies in the areas of independent judgment to other team members and Lottery staff. Work is guided by Oregon Revised Statutes, administrative rules, Lottery policy and procedures, security requirements, standard purchasing practices, best practices standards, contracting rules, and existing vendor contracts. Decisions are made jointly with the Service Desk Manager or a Senior Service Desk Analyst.
PRINCIPAL ACCOUNTABILITIES ( ESSENTIAL FUNCTIONS) :
1. Under direction, work in a shared role as a member of the service desk team learning to provide services to Lottery customers .
Typical Activities:
Interface with Lottery employees contacting the IT Service Desk to report problems or initiate standard change or service requests. Create tickets based on Service Desk calls and emails. Learn to prioritize, monitor, and track service desk tickets. Learn to provide technical guidance and training for Lottery employees on the use of workstations, application software and mobile device technology. Create system access request & ITSR tickets as needed, first point of contact for walk up.n-person requests.
2. Receive training to install, configure, analyze, and troubleshoot Lottery hardware, software, and peripheral equipment .
Typical Activities:
Assist Service Desk Analysts in the deployment of new hardware, software, and peripheral equipment per established standards and procedures. Assist with standard incidents and problems assigned directly to the Service Desk team (desktop, notebook PC's, peripherals, mobile devices, telephones, first-level software support). Escalate moderately complex problems to senior service desk staff.
3. Receive training to maintain asset information .
Typical Activities:
Receive training on how to update and maintain IT asset inventory information related to desktop and notebook PC's, mobile devices and peripherals. Learn to assist in the Lottery's software license tracking database update and perform associated license reviews using centralized application and workstation management tools.
4. Receive training to ensure security system requirements are met .
Typical Activities:
Work with the Service Desk Analysts to learn how to assist the senior systems security administrator to implement necessary controls to meet established workstation and application security requirements. Assist in providing guidance to Lottery employees on workstation and mobile device security standards as part of an on-going security awareness program.
5. Gain knowledge of functional areas .
Typical Activities:
Gain knowledge of new and current technology to assist in solving a variety of business-related issues, applying a wide application of technology and approaches. Develop skills and knowledge related to Service Desk practices, infrastructure and application technologies and security controls. Provide input to senior technical staff and management as needed to assist in preparing IT's budget and project initiatives.
ADDITIONAL RESPONSIBILITIES :
6. Perform other related duties as assigned .
INTERPERSONAL CONTACTS :
The Service Desk Specialist interacts with all levels of Lottery staff, vendors, and customers, to maintain Lottery hardware and software technology. This is done in person, by telephone, or through electronic and written communication.
JOB CONDITIONS :
The work is performed in an office environment with occasional travel required for job related purposes. Appropriate business attire is required. Required to move up to 30 pounds of equipment. Requires the ability to occasionally work extended hours, evenings, and weekends.
RECOMMENDED QUALIFICATIONS:
An Associate's degree in Computer Science or related field; OR
Two years of customer service and computer experience.
OTHER QUALIFICATIONS:
Demonstrated customer service skills and phone skills.
Demonstrated skill in effective written and verbal communication.
Knowledge of Operating systems (Windows XP Professional, Windows 7 Pro, & or Macintosh).
Knowledge of software application support (Microsoft Office, Internet Explorer, Outlook, PC security applications, etc.).
Demonstrated skill effectively performing multiple and diversified tasks while working with conflicting priorities; and meeting deadlines.
Demonstrated ability to learn and work within specific Lottery operation rules, regulations and policies.
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The results of this recruitment may be used to fill future vacancies.
The Oregon Lottery reserves the right to change, withdraw, close, or re-post job announcements as business needs dictate.
ORS 461.150 (5) states, "No person shall be employed by the state lottery who has been convicted of a felony or any gambling related offense." A background investigation is required prior to job offer which includes fingerprinting, criminal history, credit history (based on the position), tax records, driving record, affiliation with the gaming industry, and checking employment references and character references.
Lottery Ethics Policy prohibits employees from holding any legal or economic interest in the gaming industry. If you currently hold interest in the gaming industry this does not disqualify you from consideration in a position with the Lottery. If you are the successful applicant, you would need to dispose of the holdings prior to employment. (This does not apply to an investment in a mutual fund or a blind trust, or a time or demand deposit in a financial institution, shares in a credit union, the cash surrender value of life insurance, or American Indian tribal dividends.)
Salary level will be based on qualifications and experience of the successful candidate. All employees and members of their immediate family, regardless of where they live, are prohibited-by-law from playing Oregon Lottery games.
Pursuant to the American with Disabilities Act, persons with disabilities who believe they need reasonable accommodation, or help in order to apply for this position, may call or email oregon. .us
Per ORS 408.225, 408.230, and 408.235 relating to Veterans Preference for public employment, to receive Veterans Preference, include a copy of your DD214/DD215 or Veterans'' disability preference letter (unless information is included in the DD214/DD215) with your application material.
THE OREGON LOTTERY IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER COMMITTED TO WORKPLACE DIVERSITY.
Date: 2014-05-01
Country: US
State: OR
City: Salem
Postal Code: 97301
Job Type: Regular Service Full-Time

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