IT Customer Service - Journey

State of Washington; Olympia (WA); On-site; USD 74,000 - 100,000; Full time

Job summary

The Department of Children, Youth, and Families (DCYF) IT team seeks an IT Customer Service - Journey to manage technical needs across DCYF Institutions and community facilities in Thurston County, Olympia. You will deliver expert planning, consultation, and direction for technology initiatives, collaborating with IT leadership to align plans and implementations.

Responsibilities include resolving JR-25 tickets, configuring educational technology solutions, performing hardware diagnostics, and

Qualifications

• Knowledge of core IT principles and agency applications.
• Experience using incident management or ticketing systems.
• Ability to maintain confidentiality and follow security protocols.
• Clear communication and customer-focused support under pressure.
• Ability to prioritize, escalate when needed, and follow procedures.
• Ability to adapt quickly to changing needs.

Responsibilities

• Manage and resolve support tickets for the JR-25 program.
• Configure and maintain offline, hybrid, and standard educational technology solutions across facilities.
• Perform hardware diagnostics and warranty management across assets.
• Serve as primary contact for external vendors and partners.
• Create and maintain technical knowledge base and procedures.
• Provide remote, on-site and field support for workstations and devices.
• Manage inventory and asset disposal within responsibility area.
• Support integration of new technologies and mission critical service initiatives.
• Provide MDM support for agency devices and ensure security requirements.

Skills

IT principles

Incident management

End user support

Customer-focused

Communication

Security procedures

De-escalation

Ticketing system

Education

Relevant education

Certifications

Tools

Ticketing system

Job description

Our vision is to ensure that “Washington state’s children and youth grow up safe and healthy —thriving physically, emotionally, and academically, nurtured by family and community.

Job Title:IT Customer Service - Journey

Location: Thurston County – Olympia, Washington (Full-time On-site)
Closes: October 18th, 2026
Salary:$74,268.00 - $99,924.00 Annually

IT plays an important role in helping DCYF support children, youth, and families by providing the technology and systems staff need to deliver effective services. From supporting social workers and Juvenile Rehabilitation facilities to developing innovative solutions, DCYF IT helps staff work more efficiently and improve outcomes for children and families across Washington.

The Opportunity:

This position supports the mission by managing all the technical needs of DCYF's Institutions and community facility IT needs within Department of Children Youth and Family Divisions. Utilizes knowledge of the agency's mission and standards to deliver expert level technical planning, consultation and direction for critical DCYF services and technology initiatives. Collaborates with other IT System Administrator – Senior Supervisors, IT System Administrator - Journey and IT Customer Support - Journey, to ensure technical plans, decisions, and implementation of technology solutions are consistent across Department of Children Youth and Family.

Some of what you will get to do:

• Manages and resolves support tickets for the JR-25 program using an enterprise ticketing system or IT Service Management tool.
• Implements, configures, and maintains offline, hybrid, and standard educational technology solutions, student devices, and specialized instructional hardware across institutional and community facilities.
• Performs comprehensive hardware diagnostics, component replacements, and warranty management across all agencies and institutional computing assets.
• Serves as the primary technical point of contact for external technology vendors and partners.
• Creates and maintains technical knowledge base and instructional procedures.
• Manage and resolve support tickets using an enterprise ticketing system or IT Service Management tool,
• Provide comprehensive remote, on-site and field support for workstations, mobile devices and specialized devices across Juvenile Rehabilitation.
• Responsible for the movement and inventory control of all IT Assets within their area of responsibility.
• Conduct bi-yearly inventories, as well as reporting and processing paperwork for lost or stolen assets.
• Proper disposal of assets when they have reached the end of useful life.
• Participates in the integration of new technologies and mission critical service initiatives within DCYF.
• Provide MDM support by enrolling, managing, securing, and wiping agency-owned smartphones and tablets, ensuring compliance with mobile security policies.
• Provides guidance and support to ensure all security requirements are followed in field operations.
• Ensures the proper reporting and resolution of all lost equipment and potential security issues.

Required Qualifications:

• Knowledge of core IT principles and agency specific applications, with skill in troubleshooting system issues and supporting end user devices.
• Experience using incident management or ticketing systems to track, prioritize, and document requests.
• Ability to maintain confidentiality and follow security protocols; communicate technical information clearly; provide customer-focused support in fast-paced or high-pressure environments; and de-escalate or assist users experiencing frustration or stress.
• Experience with prioritizing requests based on urgency and impact, recognize when issues require escalation, work independently while seeking guidance appropriately, and follow established procedures, standards, and security requirements.
• Skills to adapt quickly to changing operational needs.

AND

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Desirable/Preferred Qualifications:

• Relevant education, experience, military service, professional certifications that support development of the knowledge, skills, and abilities.
• Experience in Microsoft Windows operating systems, Microsoft Office productivity software and troubleshooting desktop issues.
• Experience and demonstrated success administering, supporting and working with operating systems, software, and networks.
• Experience working in an agile environment.
• Experience working effectively in a secure facility with access controls and a structured environment.
• Experience in learning new technologies and assisting users during transitions, document solutions and processes, and identify system needs and propose practical solutions.

Supplemental Information:

The Department of Children, Youth, and Families (DCYF) is committed to Washington’s children and youth growing up safe, healthy, and thriving. We invite all candidates to join us in our mission to create a diverse and equitable workplace that reflects the communities we serve. If you are excited about this role but you believe that your education and/or experience might not align perfectly with every qualification in the job posting, we encourage you to apply anyway.

The Department of Children, Youth, and Families (DCYF) is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability.

Prior to a new hire, a background check including criminal 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.

This recruitment may be used to fill multiple vacancies.

Applicants who meet the minimum qualifications and wish to claim Veteran's Preference MUSTattach a copy of their DD214, NGB Form 22 or Predischarge Certification (issued not more than 120 days prior to End of Term of Service (ETS) by date of submission). If claiming preference based on Predischarge Certification, individual will be required to provide their official discharge documentation, such as a DD form 214, NGB form 22, or equivalent, within 30 days after the date of discharge.

DCYF participates in the federal E-Verify program. The selected candidate must provide proof of identity and authorization to work in the United States, consistent with E-Verify requirements, on their first day of employment