IT Customer Support - Journey

State of Washington•Thurston County – Olympia, WA

7d•Hybrid

About The Position

The IT Customer Support - Journey position supports the Washington State Patrol’s mission and the Information Technology Division’s goal of delivering and supporting technology that enables safe, effective, and efficient services. The role performs advanced customer service and technical support, using broad technical knowledge and understanding of agency business needs. It provides elevated technical guidance to Customer Support Unit (CSU) technicians, serves as a technical resource, and helps ensure their work follows best practices and applicable policies. The position trains, coaches, and mentors CSU technicians; implements Lean improvements in work-order processing; and provides expertise for major systems, databases, and IT projects affecting mission-critical agency programs. The role also acts as a liaison between CSU and other ITD units to improve workflow and communication. It prepares communications about technology-related issues, including background, options, risks, and recommendations, for the organizational chain of command. Additional work includes assisting with IT standards, methods, tools, procedures, and processes; coordinating with IO to create, test, troubleshoot, modify, and maintain computer images for WSP devices; processing mobile-device and accessory purchase requests; managing Verizon, T-Mobile, and AT&T accounts; processing hardware and software upgrades and iPhone destruction requests; and maintaining apps and Apple Business Manager. This is not a full-time telework position. The employee must be able and willing to work in the office and commute there. A hybrid schedule may be available after successful completion of training and/or probation.

Requirements

Four years of entry-level IT professional experience in an enterprise organization supporting 24x7 critical systems, or an associate degree or higher in Computer Science or Information Technology, or completion of a two-year accredited vocational training program in information technology or a related program. Work experience may substitute for education year for year.
Three years of experience supporting and using Microsoft Windows 10 or higher operating systems, Microsoft Office products, wireless devices, network connectivity, smart-device technology, and Enterprise Mobility Management technology.
Two years of intermediate-level IT professional experience in an enterprise organization. Qualifying work may include consulting, analyzing, designing, programming, installing or maintaining software applications, hardware, telecommunications or network infrastructure equipment; directing projects; or providing customer or technical IT support.
Must possess work authorization that does not require employer sponsorship.
Must be able and willing to work in the office and commute.

Responsibilities

Provide guidance and elevated technical support to other CSU technicians and act as a technical resource.
Ensure compliance with best practices and applicable policies.
Train, coach, and mentor CSU technicians.
Implement Lean process improvements in work-order processing.
Provide technical expertise and support for major systems, databases, and IT projects affecting mission-critical agency programs.
Perform advanced customer service work to meet customer needs, using knowledge of the agency’s mission and business needs.
Act as a liaison between CSU and other ITD units to improve workflow and communication.
Prepare and distribute communications about technology-related issues, including background, options, risks, and recommendations, to the organizational chain of command.
Assist in developing and implementing IT standards, methods, tools, procedures, and processes.
Coordinate with IO to create, test, troubleshoot, modify, and maintain computer images used on WSP devices.
Process new iPhone, air card, hotspot, MiFi, and accessory purchase requests.
Manage Verizon, T-Mobile, and AT&T accounts.
Process hardware and software upgrades.
Maintain apps and Apple Business Manager.
Process iPhone destruction requests.