About the position
At the State Auditor's Office (SAO), we are dedicated to enhancing the operational efficiency of state government. Our team, which spans 15 offices across Washington, is on the lookout for innovative and talented individuals to join us in our mission. We take pride in serving various governmental entities and the citizens of Washington State. Our commitment to a collaborative workplace is evident in our culture, which emphasizes inclusion and equity, recognizing that diverse perspectives are essential for our success. We offer flexible schedules and a hybrid work environment to help our employees maintain a healthy work-life balance. The IT Customer Support - Journey position is a critical role within our Information Services team, which is responsible for supporting key agency IT projects, operations, and services. This role is situated within the Client Services team, which provides first-tier technical support and ensures adherence to enterprise desktop computing standards. The incumbent will report directly to the IT Operations Manager and will be instrumental in leading efforts to resolve client requests efficiently and effectively. In this position, you will apply your advanced technical skills to provide high-level support and coordination for our customer support services. You will lead the Help Desk team in ensuring that all incoming client requests are triaged, resolved, and communicated clearly and promptly. Your responsibilities will include developing performance metrics to assess the efficiency of the customer support center, creating educational materials for users, and providing guidance to customer support staff. You will also be involved in Tier 1 and 2 issue resolution, system configuration, and the evaluation of new customer service management systems. This role requires a proactive approach to problem-solving and the ability to work independently on complex tasks while knowing when to escalate issues to senior staff.
Responsibilities
- Provide advanced technical support and coordination for customer support services.
- Lead efforts with the Help Desk to ensure all incoming client requests are resolved and communicated effectively.
- Assess and analyze incoming requests to identify and report on trending issues.
- Develop performance metrics to evaluate the efficiency and effectiveness of the customer support center.
- Create resource reference materials such as user manuals and tutorial videos.
- Guide and monitor customer support services provided by staff.
- Perform Tier 1 and 2 issue resolution for incoming help requests from end users.
- Research and evaluate new customer service management systems.
- Independently complete routine to complex work assignments with minimal direction.
- Participate with project teams as a technical lead and understand implications of changes to processes and policies.
- Implement and maintain agency-level solutions, standards, and guidelines in information technology.
- Manage and support the agency's asset management system.
Requirements
- Associate degree or higher in Computer Science, Computer Engineering, or related field, or one year as an IT Customer Support - Entry or equivalent.
- Two (2) years' experience providing technical and customer support.
Nice-to-haves
- Bachelor degree or higher in Computer Science, Computer Engineering, or related field.
- Three (3) years' experience providing technical and customer support.
Benefits
- Flexible schedules
- Hybrid work environment
- Professional development opportunities
- Health insurance coverage
- Retirement savings plan (401k)
