Salary: $4,758.00 – $6,400.00 Monthly
Location: Thurston County – Olympia, WA
Job Type: Full Time – Permanent
Remote Employment: Flexible/Hybrid
Job Number: 2023-06754
Department: Dept. of Fish and Wildlife
Opening Date: 05/18/2023
Closing Date: 6/1/2023 11:59 PM Pacific

Provide Tier one information technology assistance and operational support to users of the agency’s devices, applications, network, and other services in all WDFW business programs statewide! Become the single point of contact for all agency technology troubleshooting while performing initial troubleshooting on IT support requests and incidents, first-call resolutions, and general customer service. 

Picture yourself assisting with requests for computer hardware and peripherals, computer software, permissions to applications and networked resources, telecommunications equipment, and setup.

With your experience you will utilize System Center Configuration Manager, Active Directory, Intune, Company Portal, TeamViewer, the Exchange Admin Center, the Jira Service Desk ticketing system, remote desktop software, an automated call distribution system, various internet browsers, SharePoint, knowledge bases, and all Microsoft Office applications.

You thrive on building collaboration and teamwork, you will greet and consult with customers to identify needs, fulfill requests, resolve incidents, provide information, and direct customers to resources. 

We are seeking a candidate with demonstrated values matching those of WDFW: Accountability, Service, Professionalism, Integrity, Respect, and Empathy (ASPIRE).

Duties
Our IT Service Desk Specialist, 
Provides Tier 1 Technical Support:

  • Identifies, diagnoses, and resolves technical issues for users of personal computer hardware and software, users of mainframe interfaces, and users of agency network and internet technology.
  • Collaborates with other technical teams, collects information, determines solutions, and documents steps for troubleshooting hardware, application, and network related issues resulting in effective request, incident, and problem management.

Provides Support Related to Service Work Orders: 

  • Use technical acumen to review all submitted Service Work Orders for completeness.
  • Complete initial troubleshooting for request, assign tickets to the appropriate support group based on the nature of the request if unable to be resolved at tier 1 level.  

Access Management: 

  • Administer incoming, transferring, and departing employee’s access credentials, security permissions, and administrative privileges for approximately 2,400 computer users. 

Data Retention: 

  • Perform data retention activities on departing customer’s computer and network drives in accordance with the agency’s public disclosure request guidelines and policies.

IT Hardware & Software Purchasing: 

  • Perform initial data capture and processing for technology purchase requests made by customers. 

WORKING CONDITIONS:

  • Work Setting, including hazards: 
    1. Office setting with extensive computer use.
  • Schedule:   
    1. Typically, 8:00 a.m. to 5:00 p.m. Monday through Friday.  
    2. However, a varied schedule may be required including working Saturday or Sunday and overtime during peak periods, system implementations, maintenance, moves, and outages.
  • Travel Requirements: 
    1. Some travel may be required throughout the State to attend training, meetings, and conferences.
  • Tools and Equipment: 
    1. Computer hardware and software; multi-line telephones.
  • Customer Relations: 
    1. Customer service is integral to department success.

Qualifications
REQUIRED QUALIFICATIONS:

  • A Bachelor’s Degree or higher in Computer Science, Computer Engineering, Information Technology, or another related field AND One (1) Year or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Manager, or others.

OR 

  • An associate degree or higher in Computer Science, Computer Engineering, Information Technology, or another related field AND Two (2) Years or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Manager, or others.

OR 

  • Four (4) Years or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.

Special Requirements/Conditions of Employment: 

  • Must successfully pass a criminal background check and certify with a criminal justice security program (CJIS), which includes fingerprinting and direct support of Law Enforcement Officers (LEO).

PREFERRED QUALIFICATIONS:

  • Two (2) or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role.
  • Customer service skills and friendly disposition.

Knowledge, skills, and abilities: 

  • General knowledge of computer programming fundamentals and database design fundamentals.
  • Understanding of information technology systems including but not limited to hardware, applications, databases, network infrastructure, and mobile technology. Working knowledge of System Center Configuration Manager, Active Directory, Group Policy, and Exchange.
  • Troubleshooting skills appropriate for an Information Technology Support Specialist. 
  • Computer hardware troubleshooting, computer application troubleshooting, and computer network troubleshooting.
  • The ability to provide adult-level instructional support for computer users with little to no experience working with information technology.

To Apply
In order to successfully apply for this position, you MUST complete your profile at www.careers.wa.gov and attach the following to your profile before completing the online application:

  • A cover letter describing how you meet the qualifications of this position (Generic cover letter will not be accepted).
  • A current resume. 
  • Three professional references. 

For more information and to apply: https://www.governmentjobs.com/careers/washington/jobs/4048882/it-service-desk-specialist-it-customer-support-entry-permanent-06754-23

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