DSHS FTAA IT Customer Support - Journey

State of Washington; Mount Vernon (WA); On-site; USD 55,000 - 85,000; Full time

Job summary

The State of Washington, Department of Social and Health Services (DSHS) is seeking an IT Support Specialist for the Mount Vernon office to provide field services support across Finance, Technology, and Analytics Administration. This role covers deskside and remote support, LAN management, security practices, and cooperation with multiple administrations within DSHS.

You will troubleshoot hardware and software, assist with training, and ensure adherence to state information security policies.

Qualifications

• Four years IT experience in an enterprise network Microsoft OS environment, with AD, NTFS, and print sharing knowledge.
• Two years of experience installing, configuring and maintaining workstation hardware, software and peripherals (for associates).
• Bachelor's degree in MIS/IT or related field preferred or required.

Responsibilities

• Provide desktop and remote support for multiple administrations within DSHS.
• Serve as deskside in-person technical specialist for staff, including installation, configuration, troubleshooting, and training.
• Apply information security policies in delivering IT support services.
• Deliver Tier 1 and some Tier 2 desktop and customer support for HCLA, FTAA, DIT, and partners.
• Analyze, diagnose and resolve IT incidents reported in the ticketing system; troubleshoot hardware and software.

Skills

Plain language communication

Deskside support

LAN troubleshooting

Remote support

Customer service

Analytical thinking

Education

High School Diploma or GED

Associate's degree in MIS/IT or related field (2 years exp)

Bachelor's degree in MIS/IT or related field

Tools

Active Directory

NTFS permissions

Print sharing

Switch management

Windows 10 OS

Asset management

Job description

Working within the Division of Information Technology, you’ll provide customer support for field services for the Finance, Technology, and Analytics Administration.

Work is performed physically at the Mount Vernon office.

You’ll provide technical services, customer support, training, tier one applications support, mobile device management and support, Local Area Network (LAN) management/security, and cloud and print services support. Your customer and technical skills assist administrations while you provide remote and backup support to all regions.

Some of what you'll do:

• Desktop and remote support for Home and Community Living Administration (HCLA), Facilities, Finance & Analytics Administration (FTAA), Division of Information Technology (DIT), and other administrations within DSHS as needed.
• Serves as a deskside in-person on-demand technical specialist and resource for all staff in the administrations listed above, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
• Performs the rigorous application of information security (State, DSHS and Federal) information assurance policies, principles, and practices in the delivery of DIT customer support services.
• Tier 1 and some Tier 2 Desktop and Customer Support and Services for the customers of HCLA, FTAA and their business partners (AAA).
• Analyze, diagnose and resolve customer reported information technology incidents reported in division approved ticketing system. Troubleshoot system hardware and software.
• Consultation/Project Management for customers of HCLA, FTAA and DIT.
• Consult with customers to evaluate functional requirements.
• Provide IT operational perspective, requirements, and recommendations.

Desired skills, knowledge, and abilities:

• Explaining complex or technical information using plain talk principles. Actively listens to others, paraphrases and asks clarifying questions and is able to clearly and concisely emphasize key messages.
• Effectively organizing multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on-time in a statewide team environment.
• Establishing priorities and work independently while working efficiently supporting a complex information technology network with multiple facilities located across the state.
• Computer networks and remote troubleshooting techniques.
• Troubleshooting, repairing, configuring and administering systems in a domain environment.
• Analyzing computer hardware and software problems.
• Diagnosing and solving complex IT problems with multiple possible causes with customers remotely as well as in person.
• Interpreting business requirements and translating them into technical requirements for automated solutions.
• Integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity.
• Independently resolve problems through system analysis and troubleshooting procedures, while knowing when to reach out to teammates to gather additional information and to promote good team synergy.

Who should apply?

• High School Diploma, GED or equivalent, and: Four years of Information Technology (IT) experience in an enterprise network Microsoft (MS) Operating System (O/S) environment, knowledge of Active Directory, NTFS share and file permissions, print sharing, switch management, desktop support (Windows 10 OS and above), asset management and auditing:
• Associate's degree in Management Information Systems, Computer Information Technology or related field AND two years of experience installing, configuring and maintaining computer workstation hardware, software and peripherals or related experience;
• Bachelor of Arts/Bachelor of Science Degree in Management Information Systems, Computer Information Technology or related field.

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.

Relationship and Reporting Structure (NEPOTISM) Disclosure: If you are selected for hire, you must disclose whether you have a relative, household member, close friend, or romantic partner within your potential supervisory chain of command. DSHS has a Relationships and the Reporting Structure policy that prohibits nepotism and can be reviewed here. Applicants whose appointment would result in a prohibited reporting relationship are not eligible for appointment to that position.

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