10 Customer Support Technician Jobs in Olympia, WA
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State of Washington Dept. of Commerce is Hiring a Customer Support Technician Near Olympia, WA
Description
Do you dream IT?
We are looking for another talented, knowledgeable individual with amazing customer service skills and reliable work ethic to join our group. We are a small team who are passionate about technology!
Customer Support Technician
At the Department of Commerce we strive to be creative, collaborative, and trusted. We identify opportunities to deliver critical funding and services to strengthen communities and aim to promote equity in all aspects of our work. We believe that a diverse and inclusive workforce is essential to our success, and we work to foster an environment where all individuals are valued and respected. We cultivate an environment in which we continuously learn, and we own our work.
We invite all candidates to join us in our mission to create a diverse and equitable workplace that reflects the richness of the communities we serve. Together, we can build a brighter and more inclusive future.
The Information Services Unit exists to enhance business processes by delivering agency-wide IT solutions to employees and contractors.
The Customer Support Technician works within the Information Technology’s Operations group and provides agency-wide system administration and IT support. This position has a baseline understanding of principles and theories and is developing depth of knowledge and practical application aligned with the Information Technology Infrastructure Library
(ITIL) methodology. This position utilizes knowledge and experience to accomplish tasks requiring understanding of IT concepts.
Duties
Tier 2 Customer Support – Utilizes professional working level knowledge and experience to accomplish tasks requiring an understanding of IT concepts
- Analyzes, troubleshoots, and resolves both hardware and software issues pertaining to computer and telecom.
- Researches and resolves issues with agency-wide IT systems and applications utilizing knowledge of workstations, networking, security and specific systems/applications using varied troubleshooting techniques
- Provides technical support for business applications utilizing remote tools for field and home offices
- Resolves user and computer related issues using Active Directory and Azure Active Directory, such as: group membership, permissions, access to file systems, joining/removing computer from the domain, and applying group policy updates.
- Resolves Local Area Network (LAN) and wireless network connectivity issues by utilizing troubleshooting and following the OSI model.
- Configures policies and mobile endpoints using a Mobile Device Management (MDM) and Endpoint Management solutions to maintain control over multiple types of mobile devices and adhere to OCIO security requirements.
- Develops operating procedures and builds new processes by meeting with, programs, vendors, stakeholders and information technology staff both internal and external to the agency.
- Securely erase assets using Department of Defense (DOD) standards and removing data drives for shredding.
Tier 1 Customer Support - Utilizes procedures with understanding of IT concepts to accomplish tasks
- Attend Service Desk, while working on assigned Tier 1 2 requests.
- Add/Remove users from various agency on premise and cloud systems.
- Password Resets for multiple agency systems and active directory accounts.
- Deploy end user devices using cloud and on premise endpoint management tools.
- Relocate and connect IT items up to 50 lbs. individually or 100 lbs. team lift
IT System Administration – The administrator / subject matter expert for assigned systems for the entire agency.
- Serve as the agency’s administrator and subject matter expert of assigned agency wide services, applications and systems such as Microsoft file and print server, IIS, Teams, DNS, Zoom, Survey Monkey, etc.
- Resolves tier 1 and 2 requests related to assigned systems
- Coordinates with vendor and customers to perform application updates using ITIL based change management.
- Monitors system health and security and reports any anomalies
- Create PowerShell and other scripts to manage and automate tasks in systems and applications administered by this position.
- Restores systems to service using IT knowledge and concepts to identifying and address the root cause
- Quickly learns newly assigned systems
- Create and document procedures, system configuration and firewall ports in Visio and other system management tools.
- Manage licenses by working with divisions, units and programs to validate current users and charge codes.
- Builds new processes by collaborating with information technology programs, vendors, and stakeholders.
- Identifies IT trends by analyzing new requirements, capabilities, and configurations that may be applied to the organization to improve efficiency.
Project Management and Support
This position is both assigned project tasks and leads projects to upgrade systems they are assigned.
- Manage the deployment and upgrades to systems and services this position is assigned by creating technical project plans working with vendors, other IT co-workers and key division staff throughout the agency.
- Supports project efforts which vary in scope from program/unit to agency wide by delivery of assigned project tasks necessary for successful, on time, project completion
Other duties as assigned
- Other tasks as assigned.
Qualifications
Bachelor’s Degree; (OR) Associate’s Degree and two years of additional
professional IT experience; (OR) Four years of additional professional IT experience.
AND
Two years of information technology experience such as troubleshooting, installing and/or maintaining workstation software or hardware, server software or hardware, or network infrastructure equipment; providing customer or technical support in information technology
AND
PowerShell Experience
Desired/Preferred Experience:
- CompTIA Certificates such as A , Network , Security , and/or Cloud Essentials.
- Microsoft Certifications in Microsoft productivity tools like Microsoft Office Suite, Outlook, Word, Excel, Access, Power Point, Publisher, OneNote, Teams, SharePoint, Servers, etc.
- ITIL (Information Technology Infrastructure Library) Certification
Knowledge- Knowledge focuses on the understanding of concepts. It is theoretical and not practical.
- Uses knowledge of IT concepts and principles in the practical application of methods and practices to plan, implement and maintain systems
- Uses knowledge of advanced troubleshooting techniques to diagnose and resolve problems.
- Understands Microsoft Windows Operating System and how to install, configure and troubleshoot.
- Understands Networking including Wi-Fi, DHCP, subnets, switching and routing.
- Understand file and access permissions, print queues, registry keys and user access control.
- Troubleshooting by researching and figuring out problems in a logical manner so problems can be resolve quickly and effectively to ensure continuous service.
- Communicate clearly and concisely both verbally and in writing. In order to be an effective part of the team we need everyone to be able to communicate effectively between each other, vendors and customers.
- Recommends purchase of systems, services, or applications where it is determined they would enhance the quality and effectiveness of the customers’ business need.
- Formulates routines and standards of practice to complete assigned tasks.
- Plans and schedules the installation of new or modified hardware, operating systems and software.
- Lift and move IT equipment.
- Manage and connect cables.
- Setup PC hardware, attaching peripherals and installing software using deployment tools such as Microsoft System Center Configuration Manager and Microsoft Endpoint Manager.
- Adapt and learn quickly to maintain existing systems.
- Work under pressure and in front of room full of people.
- Able to apply and enhance knowledge and skill to both usual and unusual issues.
- Our goal is that the customer is happy with our service. Our customers are trying to get their jobs done and may arrive frustrated, stressed or may not communicate what they need clearly. It is up to this position to empathize, be patient, act courteous and get to the root of their concern in a clear and calming manner using positive language.
- Responsible work ethic. Our environment can be stressful. We are a small team and depend on co-workers being responsible by showing up and working when they are scheduled.
- Ensure continuous customer support and contact with customer.
- A complete and detailed online application.
- A cover letter (enter online).
- At least three professional references (enter online)
Supplemental Information
This position is stationed primarily in Olympia, Washington though occasional travel to a Commerce office building or in-state travel to support other office locations may be required. You will work with your supervisor to identify an appropriate work schedule and balance, including telework and reporting to a duty station for work activities, if needed.
This recruitment may be used to fill future vacancies over the next 60 days.
This position is covered by a collective bargaining agreement.
Technical support is provided by NEOGOV, 855-524-5627 (can't log in, password or email issues, error messages). DES job seeker support may answer general questions regarding the recruiting system at careershelp@des.wa.gov.
Our Commitment to Equal Opportunity
The Washington State Department of Commerce is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application, testing, or interview process or this job announcement in an alternative format may email Human Resources at Human.Resources@commerce.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
Department of Commerce also offers a competitive benefits package including: medical and dental insurance benefits, retirement and deferred compensation plans, 11 paid holidays each year, 14-25 vacation days per year (depending on length of employment), 8 hours of sick leave per month (if full time employed), bereavement leave, an employee assistance program, as well as other benefits. Please see the Benefits Tab for more details.
Job Summary
Full Time
$37k-45k (estimate)
05/25/2024
06/07/2024
The job skills required for Customer Support Technician include Customer Service, Troubleshooting, Technical Support, Installation, Customer Support, Microsoft Office, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Support Technician. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Support Technician. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Support Technician positions, which can be used as a reference in future career path planning. As a Customer Support Technician, it can be promoted into senior positions as a Technical Communicator that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Technician. You can explore the career advancement for a Customer Support Technician below and select your interested title to get hiring information.
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