DSHS FTAA IT Customer Support - Entry

State of Washington Dept. of Social and Health Services; Olympia (WA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

The Department of Social and Health Services (DSHS) seeks an IT Customer Support Technician within the FTAA to deliver desk-side technology support to about 1,400 staff, with priority for executives and senior leaders. The role requires troubleshooting laptops, desktops, virtual machines, and iOS devices across Windows and Apple environments.

You will work with Active Directory, Microsoft Entra ID, and Microsoft Intune to manage accounts and access, escalate when needed, and ensure reliable

Qualifications

• One year or more of hands-on IT customer support experience.
• Bachelor's degree in Information Technology, Information Systems, Computer Science, Computer Engineering, Communications, or another qualifying field.
• Two or three years of call center experience with strong computer skills.

Responsibilities

• Provide desk-side technical support to FTAA and OOS staff, with priority for executives and leaders.
• Diagnose and resolve desktop hardware, software, network, and access issues.
• Support laptops, desktops, virtual machines, iPhones, iPads, and Windows and Apple environments.
• Troubleshoot network accounts and access permissions using Active Directory, Microsoft Entra ID, and Intune.
• Restore technical services remotely when possible and provide onsite support when needed.
• Coordinate with other IT teams for complex issues.
• Document support activity and communicate service status clearly.
• Occasionally travel to DSHS locations statewide, primarily on the west side.

Skills

IT support

Active Directory

Microsoft Entra ID

Intune

Windows & macOS

Education

Bachelor's degree in Information Technology

Tools

Microsoft 365

SharePoint

Job description

Reliable technology matters even more when the people relying on it are responsible for leading services across Washington.

As an IT Customer Support Technician with the Department of Social and Health Services' Finance, Technology, and Analytics Administration (FTAA), you'll provide desk-side technology support to approximately 1,400 FTAA and Office of the Secretary (OOS) staff, with priority support for DSHS executives and senior leaders.

You’ll troubleshoot computers - including laptops, desktops, and virtual machines - mobile devices such as iPhones and iPads, network accounts, and access permissions across Windows and Apple environments, Active Directory, Microsoft Entra ID, and Microsoft Intune. Because this isn't a first-point-of-contact role, you'll often step in when an issue needs deeper troubleshooting or hands-on support.

The role is onsite during the probationary period and hybrid afterward, with occasional travel to DSHS locations statewide, primarily on the west side.

We encourage you to apply if you enjoy figuring out what's actually causing a technical problem. You communicate clearly, work comfortably across different devices and systems, and know when to involve another technical team. Your IT foundation may come from hands-on technical support, a relevant degree, or call center experience with strong computer skills. What matters is your ability to troubleshoot, learn, and provide dependable support.

Your first 90 days

will focus on learning the DSHS technology environment, Executive IT support processes, and the needs of the leaders you'll support. You'll build familiarity with common issues, tools, and escalation paths while developing relationships with the technical teams around you.

Some of What You'll Do

• Provide desk-side technical support to FTAA and OOS staff, with priority support for DSHS executives and senior leaders.
• Diagnose and resolve desktop hardware, software, network, and access issues.
• Support laptops, desktops, virtual machines, iPhones, iPads, and Windows and Apple environments.
• Troubleshoot network accounts and access permissions using Active Directory, Microsoft Entra ID, and Microsoft Intune.
• Restore technical services remotely when possible and provide onsite support when needed.
• Coordinate with other IT teams when issues require additional expertise.
• Document support activity and communicate technical issues and service status clearly.
• Occasionally travel to DSHS locations statewide, primarily on the west side.

Who Should Apply

• One year or more of hands-on IT customer support experience - such as analyzing, installing, programming, or maintaining computer software, hardware, telecommunications, or network infrastructure, or providing technical support in an IT environment.

OR

• A bachelor's degree in Information Technology, Information Systems, Computer Science, Computer Engineering, Communications, or another qualifying field.

OR

• Two or three years of call center experience with demonstrated foundation computer skills, such as navigating Windows settings and working with Microsoft Word, Excel, OneDrive, Microsoft 365, and SharePoint.

You'll Also Need The Ability To

• Communicate clearly and professionally, verbally and in writing.
• Prioritize work and operate independently while contributing to a statewide IT team.
• Troubleshoot, configure, and administer systems within a domain environment.

The Department of Social and Health Services' (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency's vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Prior to a new hire, a background check including criminal record history may 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 job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle. Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at [phone]. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

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