What are the responsibilities and job description for the IT Customer Support - Journey position at State of Washington?
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.
Are you a tech-savvy self-starter with strong customer service skills? If so, apply today!
As an IT Support Technician on the Service Desk team, you will provide front-line technical support to Department of Licensing employees and contractors across Washington State. You will troubleshoot hardware, software, application, and account issues through phone, email, remote support, and in-person assistance while delivering excellent customer service. This role partners with teams across Information Services to resolve technical issues, maintain secure and reliable technology, support new technologies and deployments, and ensure staff have the tools they need to serve Washington residents.
Some of what you will do:- Provide technical support for hardware, software, applications, accounts, and mobile devices through phone, email, remote, and in-person assistance.
- Troubleshoot and resolve customer issues while meeting service level expectations and delivering exceptional customer service.
- Install, configure, and deploy computers, software, and other technology to support new and existing employees.
- Manage user accounts, passwords, security access, and device configurations while following cybersecurity standards.
- Document work, maintain technical knowledge articles, and recommend improvements to support processes and self-service resources.
- Partner with Service Desk teams, technical specialists, vendors, and business partners to resolve complex issues and support technology projects.
- Serve as a technical resource by assisting teammates, supporting escalated issues, and communicating system updates and service interruptions.
What you will bring to the role:
- Eight (8) years of experience in consultative, customer service, or administrative information technology analysis, system maintenance, troubleshooting, or problem resolution experience. Professional experience creating, utilizing, debugging, or scripting in a command or programming language.
- Experience composing, sending, and responding to electronic mail. Utilizing email program functions such as calendars and meeting requests.
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 four (4) years of relevant education (Computer Science or closely related field) may substitute year for year for experience.
What may set you apart:
- Experience as a lead to include training, leading, or mentoring.
- Experience installing, maintaining, and administering various computer operating systems including, but not limited to: Windows OS and iOS.
- Experience with project management.
Additional Requirements of Employment:
- This position will require you to participate in on-call scheduling at times.
- 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.
How to Apply:
- Select the Apply button at the top of this job announcement.
Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
A paycheck is just part of a total compensation package. We offer some of the nation’s best benefits.
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.
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.
Salary : $74,268 - $97,476