IT Support Technician 1 | Information Services Division | Tumwater

State of Washington•Thurston County – Tumwater, WA

5d•Hybrid

About The Position

The Attorney General’s Office is recruiting for a permanent full time IT Support Technician 1 in the Information Services Division. This position is located in Tumwater, Washington, and is not union-represented. The Information Services Division (ISD) provides strategic technology leadership, support and consulting for legal technologies and platforms. ISD leads the design, development, and delivery of all AGO technology systems and applications, including enterprise infrastructure, voice services and secure network environments. The division also maintains the operations of software and cloud platforms (private and public) to provide AGO staff access to their confidential work product and communications, ensuring solutions are tailored to the AGO’s unique legal and operational needs. ISD has multiple units that provide project management and business analysis service, electronic library services, custom software development, business intelligence, data management services, and eDiscovery litigation technical support. Through rigorous governance and cybersecurity controls. ISD ensures compliance with state governance policies/standards and that all technology services function properly and securely.

Requirements

High school graduation or equivalent
One year of Customer Service experience with an emphasis on first call resolution and follow-through.

Nice To Haves

Basic understanding of TCP/IP, Active Directory (user creation/deletion, password resets), and anti-virus concepts.
12 Months experience supporting software products such as Microsoft Word, Excel and Outlook.
Comp TIA A+ certification, Microsoft Certified: Fundaments, ITIL Foundation, or similar certifications related to Service Desk, Networks or System Administration.

Responsibilities

Manage/Process ITService Desk Workflow
Provide first-line technical support to customers, ask questions and work to provide or explain possible solutions.
Performs initial problem diagnosis, determines structured responses to known issues.
Processes requests for resources, such as new users, change access and similar.
Use helpdesk software to log calls with descriptions of issues, progress and solutions.
Follow up on outstanding requests to ensure timely resolution.
Troubleshoots and remediates computer workstation, printer, network connectivity, and software issues and initiates customer service tickets and documents all troubleshooting steps taken.
Escalates complex incidents and requests based on customer impact and access limitations – sometimes advanced fact gathering is required to more clearly define area of the problem.
Resets passwords in agency applications and network services.
Perform software installations on customer computers.
Create and Maintain Documentation
Provides support for questions and navigation help in all agency applications using a knowledge base or known errors database
Assist Field Support staff
Provide regularly scheduled on-site technical support for agency personnel.
Perform troubleshooting and resolution of documented issues related to software and hardware.
Provide technical support for conference room technology.
Perform software installation.
Activate Network Ports.
Customer training in all interactions

Benefits

Medical/Dental/Vision for employees & dependent(s)
Vacation, Sick, and Other Leave
11 Paid Holidays per year
Public Employees Retirement System (PERS) plans
Life Insurance
Dependent Care Assistance
Flexible Spending Accounts
Public Service Loan Forgiveness
Tuition Waiver
Deferred Compensation
Employee Recognition Leave
Flexible schedules
Part-time/hybrid telework options
A Wellness Program
Infants in the Workplace Program
Employee Assistance Program, which provides counseling, webinar, and other cost-free support resources
Numerous employee-driven affinity groups to foster community and connection, including Bereavement, Elder Care, Parenting, POC, LGBTQ+, Veterans and more.