Information System Specialist 3 (IT Call Center Technician) - Multiple Positions

The Oregon Liquor & Cannabis Commission (OLCC) is recruiting for multiple IT Call Center Technicians.

OLCC oversees access to alcohol and cannabis products in Oregon through education, regulation, and distilled spirits distribution. Our aim is to protect public health and safety while supporting responsible businesses and providing funding for local and state agencies.

The agency is comprised of three major operational programs: the Distilled Spirits Program, the Recreational Marijuana Program, and the Public Safety Program. Revenue generated from these programs helps support state and local government programs.

This position is with the Distilled Spirits Program, which oversees the distribution and sale of distilled spirits in the state. The Distilled Spirits division centrally purchases, warehouses, and distributes distilled spirits to Oregon’s independently operated liquor stores., * This position is based at our Milwaukie, OR headquarters office. Please note that this position will relocate to Portland, OR by July 2027.

• After an initial training period, this position may be eligible for a flexible hybrid work schedule, however weekly in-office work will be required. This position is not eligible to be fully remote.
• This position works in a call center that is open 7 days a week.
• This position is represented by the American Federation of State, County & Municipal Employees (AFSCME) union.

Here’s what you will do:

• Help users answer unusual or less common questions which may be referred from other agency staff or require technical analysis or screen sharing for diagnosis.
• Provides end-user support for the Commission’s public facing software used by agency customers including but not limited to liquor store employees, licensees, permittees, vendors.
• Contacts vendors and other external entities to coordinate problem solutions and prioritizes problems and works with users, vendors and other parties to resolve conflicts.
• Troubleshoots with third-party contract resources to ensure smooth operation and ongoing maintenance of contracted IT resources such as software, phone systems, etc. as needed.
• Conducts business analysis and research for small or established projects, sections of large projects, or current business processes.
• Works with IT Project Management Office to provide quality assurance and usability testing, application deployment and Tiers 1 & 2 end-user support for externally facing applications., * The use of outside resources such as artificial intelligence (AI) software during applicant skills assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.
• The selection process consists of a review of your application and an evaluation of your education, experience, training, and overall professionalism of your application materials. Candidates that follow the application directions, submit what is required and provide us with credentials that showcase their skills and how they meet the minimum qualifications and preferred qualifications will be invited to an interview. Resumes will not replace the completed job history experience in Workday. We will only review documents that are requested. Because details are very important to us, your application materials will be evaluated for grammar, spelling and punctuation.
• Per the Pay Equity Law passed in 2017, a pay equity analysis will be conducted to determine what pay step the successful candidate will be offered. The analysis will be based on the relevant experience, education and training documented in the application materials.
• Any offer of employment with OLCC is contingent on acceptable references and background check. This position requires a background and security check with fingerprinting to work in areas that handle confidential documents. An adverse background and failed security clearance will result in disqualification.
• The person in this position may drive a State of Oregon vehicle. We require drivers to hold a current, valid driver’s license and maintain a good driving record in order to drive.
• Eligible veterans who meet the qualifications will be given veterans’ preference. For further information, please see the following website: Veterans Resources. NOTE: If claiming veterans’ preference please be sure to check your Workday account for pending tasks or actions under your “My Applications” section.
• We hire preferred workers! For more information, please visit our website: Preferred Worker Program.
• OLCC does not offer VISA sponsorships. If your employment authorization and documentation is contingent on sponsorship now or in the future, you will not meet our agency employment eligibility standards. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States. OLCC uses E-Verify to confirm that applicants are authorized to work in the United States.

• Two (2) years of information systems experience in: delivering support for general business hardware, networks and peripherals including laptop and desktop computers, wireless access points, switches, basic network routing and printers.

OR

• An Associate’s degree in Computer Science, Information Technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology or related field.

Preferred Skills:

• Comfortable delivering support to customers via telephone, chat and/or screen share.
• Technical Certifications such as: Microsoft Azure Fundamentals, AWS Cloud Practitioner, CompTIA, etc.
• Demonstrated experience working with electronic payments, credit card processing and payment transactions.
• Operational experience with Microsoft Office/365 products.
• Strong customer-service sensibility, including the ability to support small business owners and the general public with patience, clarity, and empathy.
• Ability to communicate technical information in clear, accessible language to non-technical audiences.
• Skill in navigating complex organizational environments and collaborating with cross-functional partners, vendors, and subject-matter experts.
• Experience supporting SaaS applications or other multi-platform technology ecosystems, including the ability to learn new systems quickly.
• Strong organizational and prioritization skills, especially during periods of high call volume or system outages.

• Rewarding work in a productive and creative environment
• Colleagues who are passionate about public service and safety
• Work/life balance, 11 paid holidays a year, personal days, sick time, vacation accruals, and more! Click here to learn about State of Oregon benefits.
• Pension and retirement programs
• Advancement and learning opportunities that will help grow your career with the State of Oregon
• Possible eligibility for the Public Service Loan Forgiveness Program
• A workplace that fosters fairness, equity, and inclusion to maintain a workplace environment where everyone is treated with respect and dignity.