IT Customer Support - Journey

State of Washington; Olympia (WA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Flexible schedules

Infants at Work Program

Continuous growth and development

Public Loan Forgiveness Program

Job summary

The Washington State Patrol Information Technology Division is seeking a skilled CSU Technician to provide advanced technical support, guidance, and mentoring within a team responsible for mission-critical systems. You will implement Lean improvements, manage device procurement, and coordinate IT standards across units to improve service delivery.

You will work on Windows environments, wireless devices, and enterprise mobility management, ensuring reliable operations and strong customer support.

Qualifications

• Four years of entry-level IT experience in a 24x7 enterprise environment.
• Associate degree or higher in CS/IT or two-year vocational IT program; experience can substitute education year-for-year.
• Three years' experience supporting Windows, Office, wireless devices, network connectivity, smart devices, and EMM tech.
• Two years of intermediate IT experience including design, programming, installing, maintaining software/hardware, telecommunications, or networks.

Responsibilities

• Provide guidance and elevated technical support to CSU Technicians.
• Act as a technical resource to other technicians.
• Ensure compliance with best practices and policies.
• Train, coach, and mentor CSU technicians.
• Implement Lean process improvements in work order processing.
• Provide tech expertise for major systems, databases, and mission-critical projects.
• Perform advanced customer service to meet needs.
• Act as liaison between CSU and ITD units to improve workflow.
• Prepare communications on tech issues with background, options, risks, and recommendations.
• Assist in IT standards, methods, tools, procedures, and processes.
• Coordinate with IO to create/test/modify/maintain computer images.
• Process device purchase requests and manage carrier accounts.
• Process hardware/software upgrades; maintain Apps and Apple Business Manager.
• Process iPhone destruction requests.

Skills

IT support

24x7 critical systems

Leadership guidance

Liaison and collaboration

Education

Associate's degree or higher in CS/IT

Two-year vocational IT program

Tools

Windows 10+

Microsoft Office

Wireless devices

Network connectivity

Smart device tech

Enterprise Mobility Management

Job description

If you answer YES to any of these questions this is the perfect opportunity for you!

• Are you a self-starter with strong leadership skills?
• Do you thrive in a team environment?
• Do you want a position with career growth opportunities?

About the Agency & Division:

The Washington State Patrol is committed to being an Equal Opportunity Employer and strives to foster an environment in which everyone is encouraged to be their authentic selves, communicate openly, and act with courage. The WSP is dedicated to promoting fair and equitable hiring, training, and promotional practices through innovative recruitment and retention strategies.

The Information Technology Division (ITD) exists to leverage technology to enhance and sustain business processes, public safety infrastructure, and statewide emergency communications to facilitate the accomplishment of all agency goals.

The Information Technology Division (ITD) exists to leverage technology to enhance and sustain business processes, public safety infrastructure, and statewide emergency communications to facilitate the accomplishment of all agency goals.

Our new teammate will be able to:

• Provide guidance and elevated technical support to the other CSU Technicians.
• Acts as a technical resource to the other technicians.
• Ensure compliance with best practices and applicable policies.
• Trains, coaches, and mentors the other CSU technicians.
• Implements Lean process improvements in the work order processing.
• Provides technical expertise and support services for major systems, databases, and/or information technology projects that impact mission critical agency programs.
• This position performs advanced customers service work to meet customer needs.
• Uses broad technical and specialized knowledge of the agency's mission and business needs to successfully support customers.
• Acts as a liaison between CSU and other ITD units to improve the daily workflow and overall communications between units.
• Prepares and distributes communication technology related issues complete with background, options, risks, and recommendations to the organizational chain of command.
• Assist in developing and implementing IT standards, methods, tools, procedures, and processes.
• Coordinates with IO to create, test, troubleshoot, modify, and maintain computer images used on WSP devices.
• Process new iPhone, air card, hotspot, MiFi, accessory purchase requests.
• Manage all Verizon, T-Mobile, and AT&T accounts.
• Process hardware and software upgrades.
• Maintain Apps, Apple business manager.
• Process iPhone destruction requests.

Required Qualifications:

• Four (4) years of entry-level experience as an IT professional in an enterprise organization supporting 24x7 critical systems OR
  • An Associate's degree or higher in Computer Science or Information Technology OR
  • Completion of a two (2) year accredited vocational training program in information technology or related program
    • Working experience may be substituted for education year for year.
• Three (3) years' experience in the support and use of the following technologies/software:
  • Microsoft Windows 10 or higher operating systems.
  • Microsoft Office products.
  • Wireless devices.
  • Network connectivity
  • Smart device technology.
  • Enterprise Mobility Management technology.
• Two (2) years of intermediate-level experience as an IT professional in an enterprise organization (can include consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, directing projects, providing customer or technical support in information technology).

The full position description is available upon request.

Why work for the Washington State Patrol?

• A healthy life/work balance by offering flexible schedules and telework options for most positions.
• An Infants at Work Program that is based on the long-term health values of infant-parent bonding and breastfeeding newborns.
• Continuous growth and development opportunities.
• Opportunities to serve your community and make an impact through meaningful work.
• Employment opportunities that recognize military veterans and/or military spouse per Governor Executive Order 19-01.
• Qualification for the Public Loan Forgiveness Program.

The Washington State Patrol does not provide immigration sponsorship; therefore, applicants must possess work authorization that does not require employer sponsorship.

NOTE: This is not a full-time telework position. Candidates must be able and willing to work in the office and commute to here. A hybrid work schedule may be available after training and/or probationary period has been successfully completed.

Applicants claiming veterans preference must attach a copy of their DD214 (SSN must be blacked out). If you do not provide the required documentation, the veterans preference will not be awarded.

Questions?

Please contact Aleesha Brown at [phone] or via e-mail at [e-mail].