IT Customer Support - Entry

State of Washington•Thurston County – Olympia, WA

1d•Onsite

About The Position

The Information Technology Office exists to enhance business processes by delivering IT solutions to agency-wide employees. The IT Office is staffed under four main groups, to include Service Desk, Application Development, Infrastructure and Systems Management and Security. This position works within the Information Technology Division’s Service Desk Group and primarily provides agency-wide IT support for the agency’s critical business systems, computers, mobile devices, connectivity support, telephones, software and hardware. This position provides agency-wide technical support by applying technical knowledge and skills to evaluate and resolve business applications, databases, telecommunication, and project and operation problems. This position troubleshoots and restores enterprise applications and hardware issues by analyzing, identifying and diagnosing faults and symptoms, and implementing solutions directly with customers. The purpose of this position is to improve customer satisfaction by decreasing end-user learning curves along with improving business productivity through quick resolution of service interruptions and ongoing process improvement. Mission critical programs, such as but not limited to rely on the Service Desk to ensure food safety recalls, grain and commodities shipped through Washington ports, eradication of insect pests, pesticide regulation, and brand inspections for livestock are operational.

Requirements

An associate degree or higher in Computer Science; 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
Two (2) years of information technology experience such as: Consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment. Providing customer or technical support in information technology.
Demonstrated ability to effectively communicate, independently analyze, and weigh the risks verses benefits in decisions and recommendations.
Demonstrated skill in delivering group presentations and the ability to present complex information in a way that is easily understandable to the audience.
Demonstrated history of successful organization and time management skills.

Nice To Haves

A+ Certification or equivalent experience.
Experience providing first and second tier support in a Service Desk or Help Desk environment.
Two (2) or more years of experience working in an ITIL/ITSM model Service Desk environment.

Responsibilities

Analyzes, troubleshoots, resolves, and develops standard operating procedures pertaining to computer and telecom related issues
Perform ITIL Tier 1 or higher issue resolution for incoming help requests from end users, including installing and upgrading software and hardware, network, configuring systems and applications.
Provide technical support for business applications utilizing remote tools for field and home offices, such as but not limited to; MS Remote Desktop, LogMeIn, and Ivanti UEM (comparable to SCCM).
Analyze, troubleshoot, and resolve agency standard and non-standard hardware/software/network issues using available diagnostic tools, education, remote connection tools, internet, manuals, experience, common sense, systematic approaches, and/or vendor support.
Resolve Local Area Network (LAN) and wireless network connectivity issues by utilizing advanced troubleshooting and following the OSI model, such as but not limited to; resolving TCP/IP settings, utilizing command prompts to ping IP addresses, release and renew IP configurations, flush DNS, and perform trace routes.
Direct and/or facilitate the installation or repair of hardware/software/applications with authorized vendors.
Identify, troubleshoot, and escalate network, applications, and security related issues.
Build end-user sufficiency by assisting customers to understand and use features and functionality of various programs, applications and hardware.
Set-up IT equipment for new employees, including providing training on how to use the equipment.
Review and update the GREMLIN Knowledge Base as new practices are put into place or new information is discovered.
Applies technical abilities to lead the agency’s technology surplus process by utilizing Meraki Mobile Device Manager, Active Boot KillDisk, Active Directory, and the SharePoint computer inventory then coordinating with the Office Services program to ensure data security and inventory is in compliance
Remove data from all computers, including but not limited to; desktops, laptops, phones, printers, etc. utilizing Active Boot KillDisk, Meraki, or other methods.
Create Certificate of Destruction for computers is created and stored on the server after removing data.
Assists with resolving widespread technical issues by recognizing and troubleshooting agencywide system outages pertaining to servers, network, email, or applications
Monitor system health using tools to proactively respond to system interruptions and slowdowns, including but not limited to; SolarWinds, WaTech’s System Status site.