IT Customer Support - Entry

Washington State Health Care Authority; Olympia (WA); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Remote-first with office visits

Competitive benefits

Job summary

Washington State Department of Licensing seeks an IT Customer Support professional to provide statewide technical assistance for its IT infrastructure and hardware. The role drives customer satisfaction, enforces IS policies, and supports headquarters and field offices to keep operations running smoothly.

Responsibilities include deploying software, assisting users, coordinating with vendors, and maintaining documentation. The position is largely remote with occasional visits to Olympia, WA.

Qualifications

• Five (5) years of consultative, customer service, or administrative experience in information technology analysis, system maintenance, troubleshooting, or problem resolution.
• Ability to follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Promote and support respectful, equitable, and inclusive delivery of services to customers.
• Take action to learn and grow; take action to meet the needs of others.
• Up to two (2) years of relevant education may substitute year for year for experience.
• Bachelor’s degree in computer science or closely related field.

Responsibilities

• Perform analysis, research, design, troubleshooting, and deployment of requests as required by team leadership.
• Support daily coverage and duties of the DOL Service Desk team.
• Provide Help Desk support.
• Coordinate with vendors on development, testing, and maintenance of COTS products.
• Support security efforts through password resets, device scans, and SAIT approval procedures.
• Create, review, update, sunset, and follow documentation to provide a consistent and functional work environment.

Job description

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Inclusion | Equity.

This posting is for a 12 month non-permanent position.

At the Department of Licensing (DOL) we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

Our Information Services Division (ISD) is currently recruiting an IT Customer Support professional to provide technical support for our DOL Driver and Vehicle Field Licensing offices.

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.

Are you ready to take your Tech and Customer Service talent statewide? If so, apply today!

As an IT Customer Support team member, providing technical assistance for the Department of Licensing's extensive IT infrastructure and hardware statewide will be vital. Sharing your expertise with the larger team, you will ensure internal customer satisfaction and understanding of our Information Services policies and procedures. Your diligent work will enable our headquarters, driver licensing offices, vehicle licensing offices, and sub-agent offices to serve the public effectively. In this team, your day-to-day will consist of installing, configuring, troubleshooting, and supporting commercial and in-house software applications and other essential technology. Your technical abilities and responsiveness will help keep our operations running smoothly across the state.

Some of the things you will do:

• Perform analysis, research, design, troubleshooting, and deployment of requests as required by team leadership.
• Support daily coverage and duties of the DOL Service Desk team.
• Provide Help Desk support.
• Coordinate with vendors on development, testing, and maintenance of COTS products.
• Support security efforts through password resets, device scans, and SAIT approval procedures.
• Create, review, update, sunset, and follow documentation to provide a consistent and functional work environment.

What you will bring to the role:

• Five (5) years of consultative, customer service, or administrative experience in information technology analysis, system maintenance, troubleshooting, or problem resolution experience.
• The ability to:
  • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
  • Promote and support a respectful, equitable, and inclusive workplace for all employees.
  • Promote and support respectful, equitable, and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

Experience can be obtained concurrently.

Up to two (2) years of relevant education (Computer Science or related field) may substitute year for year for experience.

What may set you apart:

• Experience installing, maintaining, and administering various computer operating systems like Windows OS and iOS.
• Experience composing, sending, and responding to electronic mail. Utilizing email program functions such as calendars and meeting requests.
• The ability to actively contribute to a work environment that embraces diversity and uses diverse perspectives to reach the organization's goals.
• Bachelor’s degree in computer science or closely related field.

Additional Requirements of Employment:

• This position will operate largely remotely, but will require visits to the Olympia, WA office at times as business needs require. At least a 24-hour notice would be provided should the need arise.
• Must have the ability to move 40lbs.
• Prior to a new hire, a pre-employment screening, including criminal record history, will be conducted. Information from the pre-employment check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodation.

For additional information about this position, available accommodations or the interview process, contact Kyle Odell.

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

Veteran/Military Spouse Preference Notice

To take advantage of your veteran / military spouse preference please attach documentation of eligibility to your application.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, religion, sex (including gender identity), 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 dog guide or service animal by a person with a disability.

Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or email [e-mail]. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

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. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.