What are the responsibilities and job description for the IT Customer Support - Entry position at State of Washington Dept. of Licensing?
Description
At the Department of Licensing (DOL) we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.
The Department of Licensing is one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive and we are committed to ensuring every resident has equitable and meaningful access to our services.
Are you a tech-savvy self-starter with strong customer service skills? If so, apply today!
Duties
As an IT Customer Support team member, providing technical assistance for the Department of Licensing's extensive IT infrastructure and hardware statewide will be vital in this role. Sharing your expertise with the larger team, you will ensure internal customer satisfaction and understanding of our Information Services policies and procedures. Your diligent work will enable our headquarters, driver licensing offices, vehicle licensing offices, and sub-agent offices to serve the public effectively. In this team, day-to-day will consist of installing, configuring, troubleshooting, and supporting commercial and in-house software applications and other essential technology. Your technical abilities and responsiveness will help keep our operations running smoothly across the state.
Some of the things you will do:
- Perform analysis, research, design, troubleshooting, and deployment of requests as required by team leadership.
- Support daily coverage and duties of the DOL Service Desk team.
- Provide Help Desk support.
- Coordinate with vendors on development, testing, and maintenance of COTS products.
- Provide primary support by researching, validating, and implementing new technologies across web tools, computers, printers, mobile devices, and software.
- Collaborate with Supervisors to improve technical standards and documentation.
- Create, review, update, sunset, and follow documentation to provide a consistent and functional work environment.
Qualifications
What you will bring to the role:
- Four (4) years of combined experience and education in consultative, customer service, or administrative information technology analysis, system maintenance, troubleshooting, or problem resolution experience. This experience must include creating, utilizing, debugging, or scripting in a command or programming language.
The ability to:
Understand and follow agency values of respect, trust, diversity, equity and inclusion through behaviors and decisions.
Promote and support a respectful, equitable, and inclusive workplace for all employees.
Promote and support respectful, equitable, and inclusive delivery of services to customers.
The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
Experience can be obtained concurrently.
Up to two (2) years of relevant education (Computer Science or closely related field) may substitute year for year for experience.
What may set you apart:
- Bachelor’s degree in computer science or related field.
- Experience installing, maintaining, and administering various computer operating systems like Windows OS and iOS.
- Experience composing, sending, and responding to electronic mail. Utilizing email program functions such as calendars and meeting requests.
- Experience maintaining an inventory database.
- Experience liaising with state regulatory business units to provide coordinated support for new information technologies.
Additional Requirements of Employment:
- This position will operate 100% on-site in Olympia, WA.
- Prior to a new hire, a pre-employment screening, including criminal record history, will be conducted. Information from the pre-employment check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to assure that people with disabilities are provided reasonable accommodation.
For additional information about this position, available accommodations or the interview process, contact Kyle Odell.
Supplemental Information
How to Apply:
- Select the Apply button at the top of this job announcement.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.
A paycheck is just part of a total compensation package. We offer some of the nation’s best benefits.
Veteran/Military Spouse Preference Notice
To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this position.
The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, religion, sex (including gender identity), marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability.
Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or email HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.
We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.