IT Customer Support Specialist

State of Washington•Thurston County – Olympia, WA

3d•Hybrid

About The Position

The Employment Security Department (ESD) is seeking a skilled, customer-focused IT professional to serve as an IT Customer Support Specialist. The ideal candidate is a calm, analytical problem-solver who thrives in a fast-paced environment. You communicate clearly with both technical and non-technical users, approach challenges with curiosity, and take pride in delivering excellent service. You are adaptable, collaborative, and committed to helping staff stay productive by ensuring their technology works reliably and securely. You bring strong troubleshooting skills, sound judgment, and a dedication to continuous learning. This is a non-permanent position anticipated to last until 5/31/2027.

Requirements

Five years of IT experience performing position specific duties related to managing, operating, and maintaining enterprise desktop, network, client server, virtualization. And two years of service desk or call-center experience.
Bachelor’s degree in computer science or closely related field and one year of experience consulting, installing and/or maintaining IT Infrastructure devices and PCs/Laptops/Tablets and general technical support in IT. AND Four years of information technology experience such as analyzing, designing, installing hardware, telecommunications, or network infrastructure equipment or providing customer or technical support in information technology
Experience with MECM, MS Intune, MS Active Directory, MS Windows operating systems and MS Office suite.
Experience and knowledge of PC hardware and peripherals
Experience and knowledge of networking technology to include switches, LAN, WAN, Enterprise systems (e.g. DHCP, DNS Active Directory, SCCM, Exchange).
Ability to demonstrate Security: Preserve the confidentiality, integrity, and availability of ESD systems and data in accordance with the policies, procedures, and best practices established and maintained by the ESD information security team. Immediately report any Security event, incident, or breach in reporting.
Ability to demonstrate Technical problem-solving skills: Ability to analyze and solve problems through a methodical process. Can identify the errors or failures on complex services that traverse network components (IT Services) such as firewalls, routing, DHCP and IP addressing, Active Directory, System Center and the endpoint and operating systems. Works independently to analyze complex problems. Creates and submits plans to Change Advisory Board for implementation.
Ability to demonstrate Critical thinking – use purposeful and reflective judgement to process, analyze, interpret, explain, evaluate, illustrate, and compare information. Ability to stay current with new/emerging technologies and/or systems.
Ability to demonstrate Service analysis: Develops service processes or portions of complex projects. Propose technical solutions that can improve those processes; design information systems to automate business requests or support processes. Ability to read and develop diagrams to illustrate business and/or technical (service) processes. Understand complex processes traversing multiple infrastructure services. Ability to conceptualize and communicate processing alternatives to improve efficiencies or solve business problems.
Ability to demonstrate Deployment and testing: Develops configuration change in response to system failure or enhancement. Tests, provides communication plan, pilots and deploys solution to targeted users, devices or the enterprise. Ability to write test plans and perform testing on multiple aspects of software and hardware, including usability, functionality, and security concerns. Ability to plan, document, and configure components of complex systems. Ability to maintain technical documentation written by others and keep it up to date. Ability to coordinate a statewide deployment or change, coordinating with support teams, communications teams providing early life support and backout planning.
Ability to demonstrate Planning and organization: Ability to effectively organize multiple assignments to produce work products and services that are accurate, thorough, and on time. Ability to ensure that tasks are planned and documented in advance of their execution. Ability to assist the project manager in estimating and planning project time and completing work breakdowns. Ability to coordinate multiple facets of complex projects including people, processes, and resources. Ability to evaluate progress on assigned tasks and adjusts organization, priority, time, method, etc. If unsure of competing priorities, contact lead or supervisor for assistance. Remains acutely aware of timeframes and successfully meets deadlines. If deadlines are in jeopardy, appropriately seeks assistance or guidance from lead or supervisor. Shows ability to respond to changing demands. Demonstrates the ability to prioritize work for the most efficient use of time and resources. Ability to lead teams to design solutions and resolve complex problems.

Nice To Haves

Three years of information technology service desk or call center experience.
Three years of experience using an electronic ticketing system for incidents, work orders, change requests and service requests.
Three years of troubleshooting and problem resolution for mission critical, enterprise-wide computing environment.
Certification in ITIL (Information Technology Infrastructure Library).
Experience with PowerShell.
Ability to effectively communicate with and among technical and non-technical staff.
Demonstrated history as a positive team player that shares ideas, solutions, and information with teammates.

Responsibilities

Troubleshoot, diagnose, and resolve technical incidents involving desktop hardware/software, telephones, mobile devices, printers, network connectivity, and mainframe access for users statewide.
Install, configure, and support desktop systems, applications, telecommunication tools, and mobile devices to meet operational needs.
Administer user accounts, security groups, and permissions in Active Directory, Exchange, Intune/MECM, and other endpoint management tools.
Manage mobile devices and services, including provisioning, configuration, MDM administration, upgrades, and secure deactivation/wiping.
Monitor, identify, and resolve incidents using technical tools; create and use PowerShell scripts to automate diagnostics and configuration tasks.
Prepare and distribute enterprise outage notifications and coordinate with IT teams and vendors during major incidents or system changes.
Define, document, and implement customer support processes; provide service-level reporting and consult with customers on solutions.
Develop and maintain customer self-service options, including MDM portals and knowledge base articles.
Participate in or lead technology projects, providing operational requirements and implementing new or upgraded systems and services.
Preserve the confidentiality, integrity, and availability of systems and data; immediately report security events or incidents.