[Hiring] IT Customer Support @State of Washington

Role Description

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.

• 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.

Qualifications

• Eight (8) years of experience in consultative, customer service, or administrative information technology analysis, system maintenance, troubleshooting, or problem resolution experience.
• Professional experience must include 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.
• The ability to promote and support a respectful, equitable, and inclusive workplace for all employees.
• The ability to 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.
• Associate's degree = 2 years | Bachelor’s degree = 4 years

Requirements

• 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.
• DOL is committed to the full inclusion of all qualified individuals and will take steps to ensure that people with disabilities are provided reasonable accommodation.

Benefits

• A paycheck is just part of a total compensation package. We offer some of the nation’s best benefits.
• We value diverse perspectives and life experiences.
• We employ and serve people of all backgrounds.
• We value the unique traits and attributes that each employee brings to the job.