IT Customer Support - Entry

State of Washington•Thurston County – Olympia, WA

4d•Hybrid

About The Position

The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Customer Support - Entry position in Olympia, WA. This position will report to the IT Desktop Support Supervisor in the WSLCB's Information Technology Services Division (ITSD). The IT Desktop Support Team serves as first level support for Customer Relationship Management Systems (CRM) related incidents, and second level support for all work device related issues and requests. The primary objective of this position is to perform Tier 2 issue resolution for incoming help requests from end users, including installing, configuring, and troubleshooting user productivity software, hardware, systems, using ITSM principles and best practices. This position supports a centralized Service Desk model and utilizes technical knowledge and experience to accomplish routine tasks while growing toward completing tasks of increasing complexity under direct guidance or supervision. This position will interface directly with agency customers using a variety of IT tools to analyze, identify, and diagnose faults and symptoms. This position will also create and maintain technical documentation of support management processes and procedures. If you have an interest in providing technical support for all agency desktop/laptop computers and other devices as well as support for technology related incidents, we encourage you to apply to be a part of the WLSCB team!

Requirements

Two (2) years of demonstrated professional experience in Information Technology (IT) installing and/or maintaining computers software or hardware, providing direct technical customer support in IT which includes one (1) year of experience installing computer operating systems, and includes one (1) year of experience installing and supporting office productivity software. OR An Associate degree or higher in Information Technology, or completion of an accredited vocational training program in an Information Technology or related program.
One (1) year of Information Technology (IT) experience such as installing and/or maintaining computers software or hardware, providing direct technical customer support in IT which includes one (1) year of experience installing computer operating systems, and includes one (1) year of experience installing and supporting office productivity software.
Completion of CompTIA, A+ or related certification will qualify for one year of the required experience noted above.
Baseline knowledge of IT Service Management (ITSM) frameworks, and hands-on experience with ITSM tools such as Freshworks, EasyVista, ServiceNow, or BMC Remedy.
Baseline knowledge and hands-on experience with configuration management tools such as Microsoft Endpoint Configuration Manager (MECM), Powershell, Amazon Web Services (AWS).

Nice To Haves

A Bachelor’s degree or above from an accredited college or university in Information Technology, Computer Science, Information Systems, or related field.

Responsibilities

Monitor the Service Desk queue for new requests and reported incidents.
Diagnose and resolve software, hardware, and network connectivity issues using baseline knowledge of troubleshooting concepts.
Perform system/device configuration(s) such as operating systems, desktop applications, necessary drivers for connected hardware, accessories, printers, and basic security settings.
Utilize remote tools to assist end users with technical issues.
Setup, configure, and troubleshoot audio/visual conferencing equipment ensuring that endpoints are on and working, that conference room equipment is connected, and that there are no display and/or audio issues prior to the start of meetings.
Setup, configure, and troubleshoot desktop devices, mobile devices, and VoIP phones.
Setup, configure, and troubleshoot headsets for use with computers and VoIP phones ensuring connections and sound are working properly.
Manage the lifecycle of tickets in accordance with standard operating procedures and work instructions, documenting all actions and activities in the agency’s system of record.
Keep support documentation and knowledge base information relevant and up to date.
Ensure that the disposition of IT assets is properly handled and documented in accordance with agency policy and procedure.
Prepare end user training materials and participate in delivering the IT portion of New Employee Orientation.
Serve as the initial point of contact for users who encounter technical issues with agency provisioned user productivity tools such as Azure DevOps, Microsoft Teams, OneNote, Adobe, Box, SharePoint, SurveyMonkey, Snagit: If an issue is too complex, escalate it to a higher level of technical support (Tier 2 or Tier 3).
When required, deploy end user laptops and mobile devices to end users.
Complete required asset management paperwork accurately and timely as directed by the appropriate agency policies and procedures.
Manage and Deploy Peripheral stock, recording where necessary in the relevant tracking system.
Work with supervisor to ensure devices and peripherals are correctly ingested into the asset management systems and are managed through the lifecycle until they become surplus.
Stay current with new/emerging technologies and/or systems.
Remain current with RCW, WAC changes and new laws, policies, etc. that are applicable to job duties.

Benefits

Medical/Dental/Vision
Long Term Disability
Life Insurance
Paid Vacation, Leave, and Holidays
Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
Training and career development programs (including online courses and LinkedIn Learning)
A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
Employee Assistance Program - a confidential program created to promote the health, safety and well-being of public service employees
Generous wellness program (we offer reimbursements for certain fitness related activities)
Onsite exercise facility (for employees working at WSLCB Headquarters Building in Olympia)
Infants at Work Program to promote parent and infant bonding, parental well-being, and healthy infant development. Depending on your job duties, work location, and supervisor approval, eligible employees who are new mothers, fathers, or legal guardians can bring their infant (six weeks to six months) when they return to work
Free parking