DOL2Go IT Customer Support - Journey

Are you a self-starter with strong customer service skills and a love of travel within Washington state? If so, apply today!

As a DOL2Go IT Customer Support team member, you will bring our services directly to people who may otherwise face challenges accessing them. Your work at mobile licensing events will make a meaningful difference for residents across the state, helping them obtain essential licensing services where they live and work. While performing installation, configuration, troubleshooting, and supporting commercial and in-house software applications and other essential technology, you'll have the unique opportunity to see the positive impact of your efforts in communities throughout Washington. Your technical abilities and responsiveness will help keep our operations running smoothly across the state while out at events or back in office supporting the larger team. 
 
Some of the things you will do:

• Lead onsite technology support for DOL2Go events.
• Provide Tier 2 technical support for DOL staff through phone, email, remote, onsite, and statewide field support.
• Travel independently throughout Washington, including overnight stays, to resolve technology issues at events without on site oversight or support.
• Install, configure, maintain, and replace computers, networks, printers, mobile devices, and other technology.
• Coordinate with vendors and agency partners to complete equipment repairs, infrastructure projects, and technology implementations.
• Create and maintain technical documentation, support standards, and training resources to improve service delivery.

What you will bring to the role:

• Three (3) years of experience in consulting, analyzing, designing process, business analysis, or process improvement in information technology with a focus in IT Help Desk experience. 

• One (1) year experiencing working with, configuring, or implementing any of the following:
  • SCCM Imaging processes
  • ITIL Processes including ticket systems
  • Remote Desktop or Remote Assistance tools
  • Command line utilities such as PSTOOLS, Batch files, or Windows native utilities
• Knowledge of MS Office Application Suite including Word, Excel, Outlook, PowerPoint, and Access.
• The ability to communicate effectively to all internal staff and customers to aid in the resolution of technical issues.

• 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.
• A or equivalent certification.
• Forklift certification.
• Proficient knowledge of computer operating systems.
• The ability to resolve data cabling issues.

Additional Requirements of Employment:

• This position will travel extensively throughout Washington state, including overnight stays. Non-travel days will be worked in-office at our Tumwater, WA warehouse location. You must be able to travel regularly and meet in-office expectations.
• This position is required to lift 40 pounds independently.
• 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.

• Select the Apply button at the top of this job announcement.

Salary : $74,268 - $97,476