IT Customer Support - Journey

State of Washington•Thurston County – Olympia, WA

About The Position

We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Inclusion | Equity. This position is for current DOL employees only. At the Department of Licensing (DOL) we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government. Our Information Services Division (ISD) is currently recruiting an IT Customer Support - Journey to join our Service Desk team! The Department of Licensing is one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive and we are committed to ensuring every resident has equitable and meaningful access to our services. Are you a tech-savvy self-starter with strong customer service skills? If so, apply today!

Requirements

Eight (8) years of experience in consultative, customer service, or administrative information technology analysis, system maintenance, troubleshooting, or problem resolution experience.
Professional experience creating, utilizing, debugging, or scripting in a command or programming language.
Experience composing, sending, and responding to electronic mail.
Utilizing email program functions such as calendars and meeting requests.
The ability to understand and follow agency values of respect, trust, diversity, equity and inclusion through behaviors and decisions.
Promote and support a respectful, equitable, and inclusive workplace for all employees.
Promote and support respectful, equitable, and inclusive delivery of services to customers.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
Experience can be obtained concurrently.
Up to four (4) years of relevant education (Computer Science or closely related field) may substitute year for year for experience.
Associate's degree = 2 years | Bachelor’s degree = 4 years

Nice To Haves

Experience as a lead to include training, leading, or mentoring.
Experience installing, maintaining, and administering various computer operating systems including, but not limited to: Windows OS and iOS.
Experience with project management.

Responsibilities

Provide technical support for hardware, software, applications, accounts, and mobile devices through phone, email, remote, and in-person assistance.
Troubleshoot and resolve customer issues while meeting service level expectations and delivering exceptional customer service.
Install, configure, and deploy computers, software, and other technology to support new and existing employees.
Manage user accounts, passwords, security access, and device configurations while following cybersecurity standards.
Document work, maintain technical knowledge articles, and recommend improvements to support processes and self-service resources.
Partner with Service Desk teams, technical specialists, vendors, and business partners to resolve complex issues and support technology projects.
Serve as a technical resource by assisting teammates, supporting escalated issues, and communicating system updates and service interruptions.