DOL2Go IT Customer Support - Journey
About The Position
The Department of Licensing (DOL) is seeking a DOL2Go IT Customer Support candidate with excellent customer service skills and a reliable work ethic to join their DOL2Go Mobile Unit. The DOL is a public-facing agency that generates significant revenue and interacts with millions of Washington residents. This role is crucial for ensuring equitable access to essential licensing services across the state, especially for those who may face challenges accessing traditional service points. The ideal candidate is a self-starter who enjoys traveling within Washington state and possesses strong customer service skills.
Requirements
- Three (3) years of experience in consulting, analyzing, designing process, business analysis, or process improvement in information technology with a focus in IT Help Desk experience.
- One (1) year experiencing working with, configuring, or implementing any of the following: SCCM Imaging processes, ITIL Processes including ticket systems, Remote Desktop or Remote Assistance tools, Command line utilities such as PSTOOLS, Batch files, or Windows native utilities.
- Knowledge of MS Office Application Suite including Word, Excel, Outlook, PowerPoint, and Access.
- The ability to communicate effectively to all internal staff and customers to aid in the resolution of technical issues.
- 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 two (2) years of relevant education (Computer Science or closely related field) may substitute year for year for experience.
- This position will travel extensively throughout Washington state, including overnight stays.
- Non-travel days will be worked in-office at our Tumwater, WA warehouse location.
- You must be able to travel regularly and meet in-office expectations.
- This position is required to lift 40 pounds independently.
- Prior to a new hire, a pre-employment screening, including criminal record history, will be conducted.
Nice To Haves
- Bachelor’s degree in computer science or related field.
- A+ or equivalent certification.
- Forklift certification.
- Proficient knowledge of computer operating systems.
- The ability to resolve data cabling issues.
Responsibilities
- Lead onsite technology support for DOL2Go events.
- Provide Tier 2 technical support for DOL staff through phone, email, remote, onsite, and statewide field support.
- Travel independently throughout Washington, including overnight stays, to resolve technology issues at events without on-site oversight or support.
- Install, configure, maintain, and replace computers, networks, printers, mobile devices, and other technology.
- Coordinate with vendors and agency partners to complete equipment repairs, infrastructure projects, and technology implementations.
- Create and maintain technical documentation, support standards, and training resources to improve service delivery.
Benefits
- We offer some of the nation’s best benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
