Information Systems Technical Analyst III (ISTA III – Generalist)

Job Appointment: Regular, Full-time

‍Work Schedule: Monday – Friday, 8 am-5 pm.  An alternate schedule may be available.

‍Work Location: On-site; In-person work is to be conducted at 1120 SW 5th Ave, Portland, OR 97204.

‍Benefits: Please check our benefit tab for an overview of benefits for this position.

‍Union Representation: This position is represented by Professional Technical Employees, Local 17 (PROTEC17).  To view this labor agreement, please click here.

‍Application Material: Please click APPLY to submit your application via the City of Portland’s online portal. You will need to attach a cover letter and resume.

‍About the Position: The Bureau of Technology Services (BTS) is seeking a skilled and experienced Information Systems Technical Analyst III (ISTA III - Generalist) to join the Desktop Support Team. This position requires advanced technical expertise in supporting and troubleshooting desktop environments, with a focus on Windows operating systems and related hardware and software. The ideal candidate will have experience in desktop support or service desk environments, with the ability to work independently and collaborate effectively with various IT teams and customers.

As an Information Systems Technical Analyst, you will:

• Troubleshoot and resolve issues related to Windows operating systems, hardware, software, and peripherals for City employees, ensuring efficient and effective solutions.
• Configure, set up, and manage computer devices (laptops, desktops, tablets) using unified endpoint management systems like Workspace ONE.
• Create and maintain technical documentation using Knowledge Centered Service (KCS), including writing and updating knowledge articles to improve team resources.
• Interface with end-users to understand their technical needs and provide timely assistance in resolving complex IT issues.
• Utilize ServiceNow to manage and track incident and service request tickets, ensuring all issues are addressed in a timely manner.

The successful candidate must be able to pass a comprehensive police background investigation and be able to work in a culturally and gender-diverse workplace.

Questions?

Amanda Hillebrecht, Senior Recruiter

Bureau of Human Resources

Amanda.Hillebrecht@portlandoregon.gov

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To Qualify

The following minimum qualifications are required for this position:

1. Experience working with and supporting Windows operating systems, including Windows 11.
2. Experience independently configuring, setting up, and troubleshooting computer operating systems, hardware, software, and peripherals.
3. Experience working with unified endpoint management systems such as Workspace ONE to manage computer devices (laptops, desktops, tablets, etc.), and ServiceNow to manage incident and service request tickets.  
4. Experience creating and maintaining technical documentation using Knowledge Centered Service (KCS), including creating articles and improving existing articles.
5. Experience supporting customers with a variety of technical needs, understanding their issues, and determining appropriate, effective, and efficient solutions.  
6. Ability to work independently on small work projects.

 Applicants must also:

• Pass a comprehensive police background investigation.

Although not required, you may have:

• Three (3) or more years of experience working with computers.
• College degree and/or technical certifications such as CompTIA A+, Microsoft Certified Professional (MCP), HDI Desktop Support Technician, or other hardware vendor certifications.  

The Recruitment Process

STEP 1: Apply online between January 20, 2025 and February 3, 2025  

Required Application Materials:

• Resume
• Cover Letter
  • Details are key! The City uses a merit-based system, so your cover letter should be thorough and specifically address each qualification listed in the "To Qualify" section of the job announcement.  Your cover letter can exceed one page to ensure you are able to provide detailed information for every qualification. Follow the instructions, as a subject matter expert will be evaluating your details to confirm that you meet the minimum requirements.
• Answer to three (3) Supplemental Questions (click on the Questions tab to preview the questions)

Optional Application Materials:

• Veteran documents to request for Veteran Preference (ex, DD214-Member 4, VA Benefit Letter, etc.)

Application Tips:

• The City of Portland has How to Apply Videos and offers How to Apply Classes twice per month.  If you have questions after watching the videos you are invited to contact the recruiter listed on the announcement.
• Your cover letter should include details describing your education, training, and/or experience, and where obtained, which clearly reflects your qualifications for each of the numbered items in the "To Qualify" section of this announcement.
• Your resume should support the details described in your cover letter.
  • How We Determine Pay: The City of Portland is covered by the Oregon Equal Pay Act. Your salary is determined based on the experience listed in your resume that is directly related and equivalent to the position for which you are applying.  It is strongly encouraged to include any transferable experience (paid or unpaid regardless of how recent) to ensure your offer is reflective of all your relevant experience.
• Do not attach materials not requested.
• All completed applications for this position must be submitted no later than the closing date and time of this recruitment.  
• All applications must be submitted via the City's online application process.  E-mailed and/or faxed applications will not be accepted.  
• You can use AI tools to assist with your job application, but please make sure to personalize your responses to supplemental questions. Avoid copying and pasting; instead, use AI to generate ideas and then tailor them to reflect your own experiences and skills.

Step 2: Minimum Qualification Evaluation: Week of February 3, 2025

• An evaluation of each applicant's training and paid and unpaid experience, as demonstrated in their resume and cover letter, weighted 100%.
• Your resume and cover letter will be the basis for our evaluation of your qualifications for this position. Incomplete or inappropriate information may result in disqualification.
• You have 14 days from the notice of the minimum qualification evaluation results to let us know if you like to review and discuss your evaluation result. Please read the City of Portland Administrative Rule 3.01 for complete information.
• Additional evaluation may be required before the establishment of the eligible list and/or final selection.

Step 3: Establishment of Eligible List: Week of February 10, 2025

• Candidates who meet the minimum qualifications will be placed on the equally ranked eligible list.

Step 4: Selection (Interview): Late February

• The hiring bureau will review and select candidates to interview.

Step 5: Offer of Employment: March

Step 6: Start Date: March

• A start date will be determined after all conditions of employment have been met.

*Timeline is approximate and subject to change*

Additional Information

Click here for additional information regarding the following:

• Veteran Preference
• ADA, Pregnancy, and Religious Accommodations
• Work Status
• Equal Employment Opportunity

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