IT Customer Support - Entry

JOB

This position is currently eligible for telework. This position is required to work in the office 2-3 days per week. This may change based on business needs.

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data-driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our work. This includes a commitment to our workforce and external stakeholders.

It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network; Veteran Employee Resource Group; Latino Leadership Network, Blacks United in Leadership and Diversity; Disability Inclusion Network; Washington Immigrant Network; Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network; Supporting our Voices, Empowering Rights, and Engaging Indigenous Governance; and Interagency Committee of State Employed Women.

Your opportunity at a glance

The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Customer Support - Entry position in Olympia, WA. This position will report to the IT Desktop Support Supervisor in the WSLCB's Information Technology Services Division (ITSD).

The IT Desktop Support Team serves as first level support for Customer Relationship Management Systems (CRM) related incidents, and second level support for all work device related issues and requests.

The primary objective of this position is to perform Tier 2 issue resolution for incoming help requests from end users, including installing, configuring, and troubleshooting user productivity software, hardware, systems, using ITSM principles and best practices. This position supports a centralized Service Desk model and utilizes technical knowledge and experience to accomplish routine tasks while growing toward completing tasks of increasing complexity under direct guidance or supervision.

This position will interface directly with agency customers using a variety of IT tools to analyze, identify, and diagnose faults and symptoms. This position will also create and maintain technical documentation of support management processes and procedures.

If you have an interest in providing technical support for all agency desktop/laptop computers and other devices as well as support for technology related incidents, we encourage you to apply to be a part of the WLSCB team!

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
• Employee Assistance Program - a confidential program created to promote the health, safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarters Building in Olympia)
• Infants at Work Program to promote parent and infant bonding, parental well-being, and healthy infant development. Depending on your job duties, work location, and supervisor approval, eligible employees who are new mothers, fathers, or legal guardians can bring their infant (six weeks to six months) when they return to work
• Free parking

EXAMPLE OF DUTIES Some of the duties you will perform are:

• Monitor the Service Desk queue for new requests and reported incidents.
• Diagnose and resolve software, hardware, and network connectivity issues using baseline knowledge of troubleshooting concepts.
• Perform system/device configuration(s) such as operating systems, desktop applications, necessary drivers for connected hardware, accessories, printers, and basic security settings.
• Utilize remote tools to assist end users with technical issues.
• Setup, configure, and troubleshoot audio/visual conferencing equipment ensuring that endpoints are on and working, that conference room equipment is connected, and that there are no display and/or audio issues prior to the start of meetings.
• Setup, configure, and troubleshoot desktop devices, mobile devices, and VoIP phones.
• Setup, configure, and troubleshoot headsets for use with computers and VoIP phones ensuring connections and sound are working properly.
• Manage the lifecycle of tickets in accordance with standard operating procedures and work instructions, documenting all actions and activities in the agency’s system of record.
• Keep support documentation and knowledge base information relevant and up to date.
• Ensure that the disposition of IT assets is properly handled and documented in accordance with agency policy and procedure.
• Prepare end user training materials and participate in delivering the IT portion of New Employee Orientation.
• Serve as the initial point of contact for users who encounter technical issues with agency provisioned user productivity tools such as Azure DevOps, Microsoft Teams, OneNote, Adobe, Box, SharePoint, SurveyMonkey, Snagit:
• If an issue is too complex, escalate it to a higher level of technical support (Tier 2 or Tier 3).
• When required, deploy end user laptops and mobile devices to end users.
• Complete required asset management paperwork accurately and timely as directed by the appropriate
  agency policies and procedures.
• Manage and Deploy Peripheral stock, recording where necessary in the relevant tracking system.
• Work with supervisor to ensure devices and peripherals are correctly ingested into the asset management systems and are managed through the lifecycle until they become surplus.
• Stay current with new/emerging technologies and/or systems.
• Remain current with RCW, WAC changes and new laws, policies, etc. that are applicable to job duties.

SUPPLEMENTAL INFORMATION HOW TO APPLY

PLEASE READ THE FOLLOWING INFORMATION CAREFULLY TO ENSURE YOU HAVE SUBMITTED THE REQUIRED MATERIALS TO BE CONSIDERED.
IMPORTANT: To be considered for this position, you MUST include the following, failure to do so will result in your application being disqualified:

• Completed online application.
• Current Resume.
• Letter of Interest describing how you meet the specific qualifications for the position.
• Three professional references to include a current or recent supervisor with email addresses and phone numbers.

**A resume will not substitute for completing the "work experience" section of the application.

The information provided in your application and supplemental questionnaire must support your selected answers in the supplemental questions. Responses not supported in your application will disqualify you for consideration of employment from this recruitment.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
Other
Applicants for employment with the Washington State Liquor and Cannabis Board should also be aware of RCW 66.08.080, which states in part: "No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business.

RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of cannabis, useable cannabis, or cannabis-infused products, or derive any profit or remuneration from the sale of cannabis, useable cannabis, or cannabis-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.
The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.

All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, 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. You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email hrjobs@lcb.wa.gov or call (360) 664.1674 For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.