DSHS FTAA IT Customer Support - Journey

State of Washington • Clark County – Vancouver, WA

3d • Hybrid

About The Position

This position is an opportunity to make an impact on the success of the Finance, Technology, and Analytics Administration (FTAA), Division of Information Technology, a part of the Department of Social and Health Services (DSHS) that supports the Economic Services Administration. Our division offers services such as technical support, system analysis, and application maintenance. This role reports to the DCS Service and Support Team Supervisor within the Division of Child Support (DCS), under the Economic Services Administration and will function as an Enterprise Desktop Technician. This role is part of a Washington State Government (WGS) team that includes Desktop Support, Systems Integration Specialists, Leadworkers, LAN/WAN support staff, all of whom share responsibility for supporting DCS enterprise IT systems. This position will also provide onsite support for other DSHS agencies housed in the Vancouver, WA area. The DCS Desktop Support Team provides statewide IT services to nine field offices, 29 Prosecuting Attorney Family Support Offices, as well as multiple outstations. The team is responsible for interfacing with business units, vendors and various state agencies to deliver high-level technical support while establishing and maintaining IT standards and best practices. This position will be in the office full time to start during the training period and a telework schedule will be determined thereafter. Be part of a team where your work shapes the success of critical systems. You’ll have the opportunity to advance your technical knowledge, collaborate with cross-functional teams, and make a visible impact on users and operations. This role offers variety, learning opportunities, and the chance to contribute to meaningful solutions for people in a supportive, fast-paced environment. Join us today!

Requirements

• High School Diploma, GED or equivalent, and: Four years of Information Technology (IT) experience in an enterprise network Microsoft (MS) Operating System (O/S) environment, knowledge of Active Directory, NTFS share and file permissions, print sharing, switch management, desktop support (Windows 10 OS and above), asset management and auditing
• Associate's degree in Management Information Systems, Computer Information Technology or related field AND two years of experience installing, configuring and maintaining computer workstation hardware, software and peripherals or related experience
• Bachelor of Arts/Bachelor of Science Degree in Management Information Systems, Computer Information Technology or related field
• Explaining complex or technical information using plain talk principles.
• Actively listens to others, paraphrases and asks clarifying questions and is able to clearly and concisely emphasize key messages.
• Effectively organizing multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on-time in a statewide team environment.
• Establishing priorities and work independently while working efficiently supporting a complex information technology network with multiple facilities located across the state.
• Computer networks and remote troubleshooting techniques.
• Troubleshooting, repairing, configuring and administering systems in a domain environment.
• Analyzing computer hardware and software problems.
• Diagnosing and solving complex IT problems with multiple possible causes with customers remotely as well as in person.
• Interpreting business requirements and translating them into technical requirements for automated solutions.
• Integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity.
• Independently resolve problems through system analysis and troubleshooting procedures, while knowing when to reach out to teammates to gather additional information and to promote good team synergy.

Responsibilities

• Plan and coordinate the delivery of technical support to the Division of Child Support (DCS) including installation, configuration, troubleshooting, customer assistance, and /or training, in response to customer requirements.
• Performs the rigorous application of information security (State, DSHS and IRS), information assurance policies, principles, and practices in the delivery of DCS customer support services.
• Maintains the security of workstations by implementing virus and software scans, updates and other required security protocols.
• Plans, implements and coordinates workstation hardware and software maintenance schedules including patching, cleaning, data recovery, upgrades and testing.
• Coordinates, receives, and prioritizes incoming telephone, voicemail, email and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computing related technologies.
• Prepares standard log-in scripts and create/establish network access protocols to enable customers to gain local or remote access.
• Coordinates and tests deployments of PC configurations using imaging software.
• Coordinates and performs the resolution of issues related to the delivery of services.
• Researches, evaluates, and provides feedback on new hardware that meets business requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level