IT Support Technician (ITST2)

State of Washington•Thurston County – Olympia, WA

9d•Hybrid

About The Position

The Department of Licensing (DOL) is seeking an IT Support Technician to join their Information Services Division (ISD). This role will provide technical support for the DOL DRIVES Production Support teams. The DOL is a highly visible state agency that engages with millions of residents annually and is dedicated to providing equitable access to its services. The IT Support Technician will play a crucial role in ensuring the effective operation of systems that support DOL operations across the state.

Requirements

Two (2) years of experience in information technology related activities such as testing, installing, maintaining, supporting, or averting hardware and software system failures on client applications, hardware and software products, mainframe systems, network infrastructure equipment, or telecommunications software or hardware.
Two (2) years of experience in creating, maintaining, or using documentation and records management.
Two (2) years of experience helping customers in a fast-paced work environment including six (6) months by phone, email, or remote communication methods.
One (1) year of experience supporting business or specialty applications with role-based security or access controls.
One (1) year of experience providing IT end-user support.
Ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
Ability to promote and support a respectful, equitable, and inclusive workplace for all employees.
Ability to promote and support respectful, equitable, and inclusive delivery of services to customers.
Ability to take action to learn and grow.
Ability to take action to meet the needs of others.
Relevant education (Computer Science or closely related field) may substitute year for year for experience.

Nice To Haves

One (1) year of experience supporting or using the DRIVES application.
One (1) year of experience providing technical training, user guidance, or developing training materials for business applications or technology solutions.
Six (6) months of experience supporting enterprise identity and access management processes, including user provisioning, access reviews, authentication methods, or security access administration in an enterprise environment.
Current technical certification related to information technology, desktop support, customer support, identity and access management, or a closely related field.
Education beyond the minimum in a related field, such as IT, computer science, Information systems, or a closely related field.

Responsibilities

Provide technical assistance for Department of Licensing DRIVES/PRFT users, both internally and externally.
Administer and support DRIVES/PRFT user accounts.
Manage system access and troubleshoot access issues.
Ensure user permissions align with established security policies and procedures.
Support and complete approved security change requests, security tickets, and first-tier SQRs.
Work with access coordinators and document progress within the DOL ticketing system.
Provide quality customer service to DOL staff and contractors via phone, email, and other communication routes.
Follow DRIVES production support processes and escalate requests when necessary.
Support lifecycle management of DRIVES Security and Help documentation.
Train team, business users, and other internal DOL customers on submitting and processing requests.