Help Desk Technician III / Remote (Salem, OR ), 6 months Contract

Help Desk Technician III For UPN ProjectThe Office of Information Services (OIS) Customer Service and Support (CSS) team is looking for skilled Help Desk Technician III support for the UPN Project (User Principal Name Project). The UPN Project has a planned roll out in January 2023, impacting approximately 20,000 OHA, ODHS, and OIS staff and partners. To facilitate successful implementation of the UPN program, this position will focus on providing direct support via phone, tickets, and chat to users who are impacted. In addition, the Key Person will provide backup support to the Tier 1 Service Desk team by supporting work tickets that may be unrelated to the UPN Project.Scope of work:Answering phone calls, working tickets, and responding to chats related to the UPN ProjectDocumenting issues using the CA ticket systemIdentifying and reporting trends related to the UPN ProjectProviding backup support to the Tier 1 Service Desk team which may be unrelated to the UPN ProjectRequired skills and experience:Minimum 3 years of large volume technical call center experienceMinimum 3 years of technical background focusing on troubleshooting common computer issuesMinimum 3 years of customer service experience in a technical support environmentPossesses critical thinking and root-cause analysis skillsAbility to stay on taskExperience supporting Microsoft 365 and OneDriveExperience supporting MFA (Multi-Factor Authentication)Experience using a ticketing system to track workAbility to take phone calls and wear a headset for long periods of timeAbility to communicate effectively through written communicationsSkills - Operating Systems - Windows 9x/2000/XP/NT/Vista/7 - Proficient (4-6 Years) - YesSkills - Others - Technical Support - Minimum 3 years of experience in large volume call center and technical support environment - Proficient (4-6 Years) - YesSkills - Others - Windows 10 - Proficient (4-6 Years) - YesSkills - Others - Call Center Software - Proficient (4-6 Years) - NoSkills - Others - M365 - 2 Years of experience Required - Novice (1-3 Years) - YesSkills - Others - Multi-Factor Authentication (MFA) - 2 Years of experience Required - Novice (1-3 Years) - YesSkills - Others - OneDrive - 2 Years of experience Required - Novice (1-3 Years) - YesSkills - Others - Root-Cause Analysis - Proficient (4-6 Years) - YesSkills - Others - Communication skills both verbal and written - Proficient (4-6 Years) - YesSkills - Others - Learning ability - Proficient (4-6 Years) - YesSkills - Others - Team work - Proficient (4-6 Years) - YesSkills - Tools - MicrosoftOffice - Proficient (4-6 Years) - Yes