IT Customer Support - Journey
State of Washington
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Job summary
Washington State Department of Licensing is seeking an IT Support Technician for the Service Desk to provide front-line technical support to employees and contractors across Washington State. You will troubleshoot hardware, software, applications, and accounts through phone, email, remote support, and in-person assistance while delivering excellent customer service.
You will collaborate with Information Services teams to resolve issues, deploy new technologies, and ensure staff have secure and
Qualifications
- Eight (8) years of experience in consultative, customer service, or administrative information technology analysis, system maintenance, troubleshooting, or problem resolution experience.
- Experience composing, sending, and responding to electronic mail. Utilizing email program functions such as calendars and meeting requests.
Responsibilities
- Provide front-line technical support for hardware, software, applications, accounts, and mobile devices via phone, email, remote, and in-person assistance.
- Troubleshoot and resolve customer issues while meeting service level expectations and delivering exceptional customer service.
- Install, configure, and deploy computers, software, and other technology to support new and existing employees.
- Manage user accounts, passwords, security access, and device configurations while following cybersecurity standards.
- Document work, maintain technical knowledge articles, and recommend improvements to support processes and self-service resources.
- Partner with Service Desk teams, technical specialists, vendors, and business partners to resolve complex issues and support technology projects.
- Serve as a technical resource by assisting teammates, supporting escalated issues, and communicating system updates and service interruptions.
Skills
Education
Job description
We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Inclusion | Equity. 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. The Department of Licensing is one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive and we are committed to ensuring every resident has equitable and meaningful access to our services.
As an IT Support Technician on the Service Desk team, you will provide front-line technical support to Department of Licensing employees and contractors across Washington State. You will troubleshoot hardware, software, application, and account issues through phone, email, remote support, and in‑person assistance while delivering excellent customer service. This role partners with teams across Information Services to resolve technical issues, maintain secure and reliable technology, support new technologies and deployments, and ensure staff have the tools they need to serve Washington residents.
As an IT Support Technician on the Service Desk team, you will provide front-line technical support to Department of Licensing employees and contractors across Washington State. You will troubleshoot hardware, software, application, and account issues through phone, email, remote support, and in‑person assistance while delivering excellent customer service. This role partners with teams across Information Services to resolve technical issues, maintain secure and reliable technology, support new technologies and deployments, and ensure staff have the tools they need to serve Washington residents.
- Provide technical support for hardware, software, applications, accounts, and mobile devices through phone, email, remote, and in‑person assistance.
- Troubleshoot and resolve customer issues while meeting service level expectations and delivering exceptional customer service.
- Install, configure, and deploy computers, software, and other technology to support new and existing employees.
- Manage user accounts, passwords, security access, and device configurations while following cybersecurity standards.
- Document work, maintain technical knowledge articles, and recommend improvements to support processes and self‑service resources.
- Partner with Service Desk teams, technical specialists, vendors, and business partners to resolve complex issues and support technology projects.
- Serve as a technical resource by assisting teammates, supporting escalated issues, and communicating system updates and service interruptions.
What you will bring to the role:
- Eight (8) years of experience in consultative, customer service, or administrative information technology analysis, system maintenance, troubleshooting, or problem resolution experience. Professional experience must include creating, utilizing, debugging, or scripting in a command or programming language.
- Experience composing, sending, and responding to electronic mail. Utilizing email program functions such as calendars and meeting requests.
- 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.
- The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
Experience can be obtained concurrently.
Up to four (4) years of relevant education (Computer Science or closely related field) may substitute year for year for experience.
Associate's degree = 2 years | Bachelor’s degree = 4 years
- Experience as a lead to include training, leading, or mentoring.
- Experience installing, maintaining, and administering various computer operating systems including, but not limited to: Windows OS and iOS.
- Experience with project management.
- This position will require you to participate in on‑call scheduling at times.
- 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!
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.
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 HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.
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.
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.
- 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.
- 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.
- 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.
- 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.
- 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‑rated 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.
- 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.
- 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‑rated 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.
- As provided in WAC 357‑58‑175, an employer may authorize a lump‑sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357‑31‑165.
- Washington State supports members of the armed forces with 21 days paid military leave per year.
- Most employees whose family member or household member dies, or for loss of pregnancy, are 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.
- 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.
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