IT Customer Support - Journey
State of Washington
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Benefits offered by this job
Job summary
Washington State Patrol’s Information Technology Division seeks an IT Customer Support - Journey to deliver high-level technical support and guidance to CSU technicians, ensuring standards and efficient processes. The role emphasizes mentoring, cross-team collaboration, and proactive service delivery.
The position requires four years of IT experience in a 24x7 enterprise, with appropriate education or vocational training; hybrid work options may apply after training.
Qualifications
- Four years of entry-level IT experience in an enterprise 24x7 environment.
- Associate degree or higher in CS/IT or two-year IT program; substitution granted for experience.
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 orders.
- Support major systems, databases, and IT projects impacting mission critical programs.
- Perform advanced customer service to meet needs.
- Liaise between CSU and ITD to improve workflow and communications.
Skills
Education
Tools
Job description
- 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?
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. As an IT Customer Support - Journey, this position directly supports the WSP’s mission, vision, and goals as well as the Information Technology Division’s (ITD) mission to deliver and support the best technology to enable our customers to provide safe, effective, and efficient services.
- 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.
- 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.
- 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. For more information regarding how to apply for this position, no call to action. Please ignore inappropriate links.
Please contact Aleesha Brown at (360) 704-2312 or via e-mail at aleesha.brown@wsp.wa.gov.
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 non-overtime 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.
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 non-overtime 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.
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.
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.
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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