IT Support Technician (ITST2)

State of Washington Dept. of Licensing; Olympia (WA); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Excellent benefits

Remote work options

Monthly visits to Olympia office

Job summary

Washington State Department of Licensing is seeking an IT Support Technician to provide technical assistance for DRIVES/PRFT users across headquarters, licensing offices, and sub-agents. You will manage user accounts, troubleshoot access issues, and ensure security-aligned permissions to support statewide operations.

The role emphasizes customer service, documentation, and adherence to information services policies.

Qualifications

• 2 years of IT-related experience in testing, installing, maintaining, supporting, or averting hardware/software failures on client applications or systems.
• 2 years of experience creating, maintaining, or using documentation and records management, plus six months by phone/email/remote.
• 1 year of experience supporting business or specialty applications with role-based security or access controls and providing IT end-user support.
• Relevant education may substitute year-for-year for experience.

Responsibilities

• Support and complete approved application access requests and tickets in FCR, and first-tier SQRs.
• Provide quality customer service and technical support to DOL staff, contractors, and License Express users via phone, email, and other channels.
• Follow DRIVES production support processes and elevate requests when necessary.
• Support lifecycle management of DRIVES access requests and DRIVES Help documentation.
• Train team, business users, and other internal DOL customers on submitting and processing requests.

Skills

IT Support

Customer service

Security awareness

Documentation

Education

Relevant education in Computer Science or related field

Education may substitute year-for-year for experience

Tools

FCR

FAST Central Repository

DRIVES

SQRs

Job description

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

Respect | Trust | Diversity | Inclusion | Equity.

This position is being reposted for additional candidates. if you have already applied, then you do not need to reapply.

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.

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 Support Technician team member, you will provide technical assistance for the Department of Licensing DRIVES/PRFT users both internally and externally. Sharing your expertise with the larger team, you will ensure 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, day-to-day will consist of administering and supporting DRIVES/PRFT user accounts, managing system access, troubleshooting access issues, and ensuring user permissions align with established security policies and procedures. Your technical expertise and responsiveness will help maintain secure, reliable access to critical systems that support Department of Licensing operations across the state.

Some of the things you will do:

• Support and complete approved application access requests, tickets created in FCR (FAST Central Repository), and first-tier SQRs (Solutions Requests)
• Provide quality customer service and technical support to DOL staff, contractors, and License Express business users via phone, email, and other communication channels, including assistance with application access, account management, and password resets.
• Follow DRIVES production support processes and elevate requests when necessary.
• Support lifecycle management of DRIVES access requests and DRIVES Help documentation following the support team standards.
• Train team, business users, and other internal DOL customers on submitting and processing requests.

What you will bring to the role:

• Two (2) years of experience in information technology related activities such as testing, installing, maintaining, supporting, or averting hardware and software system failures on client applications, hardware and software products, mainframe systems, network infrastructure equipment, or telecommunications software or hardware.

• Two (2) years of experience in the following:
  • Creating, maintaining, or using documentation and records management.
  • Helping customers in a fast-paced work environment including six (6) months by phone, email, or remote communication methods.
• One (1) year of experience in the following:
  • Supporting business or specialty applications with role-based security or access controls.
  • Providing IT end-user support.
• 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.

Relevant education (Computer Science or closely related field) may substitute year for year for experience.

What may set you apart:

• One year of experience supporting or using a commercial off-the-shelf (COTS) enterprise application, such as GENTAX, FAST DS-VS, or a similar enterprise system, including assisting users with application functionality, user access, issue resolution, and troubleshooting.
• One (1) year of experience providing technical training, user guidance, or developing training materials for business applications or technology solutions.
• Six (6) months of experience supporting enterprise identity and access management processes, including user provisioning, access reviews, authentication methods, or security access administration in an enterprise environment.
• Six (6) months of experience applying IT service management practices, including incident management, request fulfillment, knowledge management, or continuous service improvement activities.
• Current technical certification related to information technology, desktop support, customer support, identity and access management, or a closely related field.
• Education beyond the minimum in a related field, such as IT, computer science, Information systems, or a closely related field.

Additional Requirements of Employment:

• This position will operate largely remotely, but will require visits to the Olympia, WA office once a month. At least a 24-hour notice would be provided should the need arise outside of this requirement.
• 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!

Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

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

Benefits:

• 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.

Veteran/Military Spouse Preference Notice To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this position.

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.