IT Customer Service - Journey

State of Washington; Olympia (WA); Sur place; USD 74 000 - 100 000; Plein temps

Résumé du poste

State of Washington is seeking an IT Customer Service - Journey to support the Department of Children Youth and Families (DCYF) in Olympia, WA. This full-time on-site role focuses on managing IT needs across DCYF Institutions and community facilities.

The position requires incident management experience, end-user support, and strong security practices. Join a team that helps staff deliver services to children, youth and families and ensure reliable technology operations.

Qualifications

• Experience troubleshooting IT issues and supporting end-user devices.
• Experience with incident management or ticketing systems.
• Ability to maintain confidentiality and follow security protocols.
• Strong customer-focused support in fast-paced environments.

Responsabilités

• Manage and resolve support tickets for JR-25 program.
• Configure and maintain offline, hybrid, and standard educational technology solutions, student devices, and specialized instructional hardware across institutional and community facilities.
• Perform comprehensive hardware diagnostics, component replacements, and warranty management across all agencies and institutional computing assets.
• Serve as the primary technical point of contact for external technology vendors and partners.
• Create and maintain technical knowledge base and instructional procedures.
• 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.

Connaissances

IT principles

Incident management

End-user support

Security awareness

Communication under pressure

Outils

Ticketing systems

Description du poste

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.

Click here to learn more about DCYF.

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.

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

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read About Our Benefits

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement And Deferred Compensation

State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave, and paid holiday.

Note

Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, is entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026