Law Enforcement Data Systems (LEDS) Help Desk – Public Service Representative 4

State of Oregon; United States; Remote; USD 48,000 - 67,000; Full time

Job summary

State of Oregon is hiring for the LEDS Help Desk – Public Service Representative 4 in Salem. This full-time, permanent position provides support to local, state, and federal LEDS users and contributes to a reliable public safety IT environment.

The role requires three years of public service experience and LEDS certification (or within 30 days). It includes after-hours and on-call support, problem-solving via ticketing, and collaboration with the Oregon State Police IT team.

Qualifications

• Three years of public contact and/or customer service experience.
• At least two years of public-facing experience involving information provision and assistance.
• LEDS certification required or obtainable within 30 days of hire.
• Current Oregon AFSCME Local 896 preference for current employees.

Responsibilities

• Provide support to LEDS users at local, state, and federal levels.
• Offer extended hours helpdesk support, including after-hours, weekends and holidays.
• Troubleshoot LEDS outages using a ticketing system.
• Support the Oregon State Police IT/Service Desk and on-call notifications.

Skills

Public service experience

Customer support

Communication skills

Job description

Job Overview

Law Enforcement Data Systems (LEDS) Help Desk – Public Service Representative 4

Location: Salem, Oregon

Employment Type: Employee, Full-Time, Permanent

Salary Range: $4,308 - $5,984

Summary of Job Duties

• Provide support to local, state, and federal representatives with access to and use of the Law Enforcement Data Systems (LEDS).
• Provide extended hours helpdesk support that includes after-hours, weekends, holidays, and overflow responses.
• Troubleshoot and resolve LEDS outages using a ticketing system.
• Provide support for the Oregon State Police Information Technology/Service Desk, including resolution of minor technical issues, online ticketing, and on-call support notification.

Minimum Qualifications / Eligibility Requirements

• Three years of experience performing public contact and/or customer service duties comparable to the work of a Public Service Representative.
• At least two years of this experience must include dealing with the public in-person or by phone providing information about services and programs, explaining rules, programs, and procedures, and/or providing assistance, explaining requirements, and gaining compliance.

Preferred Skills

• Skills in referencing policy and procedure manuals, handbooks, or specialized sources to research and analyze information and determine a course of action.
• Skills in explaining to the public over the phone or in writing, rules or policies relating to the LEDS operation, or service.
• Ability to recognize issues or situations that could have an adverse impact and make independent judgements and decisions in the explanation and application of policy and procedure.
• Ability to multi-task in monitoring different sources concurrently and appropriately prioritize responsibilities.
• Ability to act as liaison between the public and private entities to clarify and resolve issues.

Special Qualifications

• Must be LEDS certified or be able to obtain certification within 30 days of hire.

Eligibility and Miscellaneous Information

• Current OSP AFSCME Local 896 employees who meet the minimum qualifications of this position will be given preference in the selection process.
• Current OSP employees should refer to the Filling of Vacancies policy for additional information.
• The Oregon State Police does not offer visa sponsorships.
• U.S. Veteran and/or Oregon National Guard Servicemember Status Designation Eligible veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of this position will be awarded candidate preference.
• The position is covered by an AFSCME Collective Bargaining Agreement.

About the Oregon State Police

Oregon state government is a large organization by nearly any standard. With over 40,000 employees working all over the state, in small communities and large, we are proving that government can be innovative. We work as a team, challenging ourselves to be better, faster and more efficient with taxpayer dollars. After all, when every day we are responsible for caring for the needs of a diverse population and thriving business community, we simply must have the best and brightest workforce. If you take responsibility for your actions, are passionate about helping others succeed, and have a reputation for excellence and honesty, why not make Oregon state government your next career move? Joining our team means you open the door to many possibilities. From entry level to executive, outdoor work to policy setting, we have a role for nearly every calling, expertise and background.

Oregon is one of the most beautiful places on earth. Made up of seven diverse regions, Oregon has the ocean, mountains, valleys, high desert, cities, small towns, and almost everything in between. Oregon “flies with her own wings.”