DSHS FTAA IT Customer Support Entry

State of Washington•Multiple Locations Statewide, WA

3d•Onsite

About The Position

Apply to join our team in either our Federal Way, Tumwater, or Spokane, WA locations as an IT Customer Support - Entry supporting the Division of Disability Determination Services (DDDS) within the Finance, Technology, and Analytics Administration (FTAA) and the Division of Information Technology (DIT). In this role, you’ll provide tier-1 and tier-2 technical assistance across the federal SSA network, working closely with the DDDS IT Supervisor, IT Manager, and the broader DDDS IT Team. You’ll troubleshoot and resolve technical issues, install and configure workstations and peripherals, support mobile devices, manage user access, ensure printing and wireless connectivity, maintain VPN and State network access, and assist with critical internal and external DDDS applications. Unresolved issues will be documented and escalated appropriately. You will also maintain the DDDS IT document library, ensuring that technical guides, instructions, and policies remain accurate, current, and accessible to staff and IT colleagues. Note: There are two openings, one permanent and one non-permanent position.

Requirements

An associate's degree in computer information systems (CIS), help desk administration, computer technical support or network administration or related field.
One (1) or more years of experience in information technology (IT) related activities such as installing, maintaining, supporting, and/or averting hardware/software system failures on client applications, desktop hardware, or software products.
Three (3) or more years of experience in information technology (IT) related activities such as installing, maintaining, supporting, and/or averting hardware/software system failures on client applications, desktop hardware, or software products.

Responsibilities

Diagnose and restore technical issues for PCs, mobile devices, business applications, access control devices, printers, and multifunction devices using remote tools.
Maintain efficient DDDS systems by applying knowledge of DDDS applications to minimize downtime.
Provide technical consultation to DDDS operational staff on system functionality and troubleshooting.
Resolve hardware and software conflicts caused by newly deployed DDDS technology.
Utilize software tools such as MS Visio, Adobe Acrobat, and MS Active Directory to support IT operations.
Test systems and applications for errors and provide quality assurance feedback.
Coordinate statewide outages for mission-critical servers and network devices with internal and external IT partners.
Manage third-party application accounts and facilitate user access to systems such as Barcode, ORION, AVD, and SAW.
Support remote access for teleworkers and off-site staff using AVD, VPN, and other secure tools.
Escalate complex issues to tier-3 specialists according to established procedures.
Coordinate fixes for critical failures by engaging subject matter experts, notifying stakeholders, and supporting mitigation strategies.
Monitor and document customer support while maintaining communication with key personnel on system statuses.
Maintain DDDS computer systems across state and federal networks to ensure staff productivity in determining SSA disability eligibility.
Develop and update documentation including resource materials, how-to guides, and clear end-user instructions.
Create and manage user accounts following SSA security policies, least-privilege principles, and state network requirements.