Salary: $59,376.00 – $79,872.00 Annually
Location: Thurston County – Lacey, WA
Job Type: Full Time – Permanent

The Department of Ecology’s Information Technology Services Office (ITSO) is currently looking to fill two IT Customer Support – Entry positions. These positions will be located in our Headquarters (HQ) Building in Lacey, WA. This is a great opportunity for growth for a support tech in an Entry level position. There will be plenty of opportunity to learn from your peers and advance your skills. Ecology has a broad range of IT positions with many promotional opportunities. In this role, you will provide primary tier 1 technical support to Ecology business customers as well as direct and escalate other tickets in our ticketing system. You will monitor our tickets, assist customers with IT hardware, Audio Visual equipment and Software issues. You will also use a number of technology tools including; Active Directory, Team Viewer, Jira Service Management and Asset Panda.

Tele-work options for this position: This position is a hybrid position requiring at least 2-3 days a week in the office to physically work. Applicants with questions about position location options, tele-work, and flexible or compressed schedules are encouraged to reach out to the contact person listed below in “other information.” Schedules are dependent upon position needs and are subject to change.

Application Timeline: This position will remain open until filled, we will review applications on September 11, 2023. In order to be considered, please submit an application on or before September 10, 2023. If your application isn’t received by this date, it may not be considered. The agency reserves the right to make a Hire any time after the initial screening date. 

In this role, you will work closely with Ecology customers to resolve many issues and escalate issues that cannot be handled by the initial tier of support. You will use your excellent technical skills to resolve problems or use your understanding of the environment to escalate the ticket to the proper team for handling.
 
What you will do:  

• Use clear communication and actively listen to the customer to get to the root of the problem.
• Show empathy and patience for the customer to provide excellent customer service.
• Possess strong technical knowledge and troubleshooting techniques to provide efficient support to customers.
• Clearly and accurately document work performed in the ticket for tracking and reference purposes.
• Manage time and prioritize workload effectively in order to resolve customer issues in a timely manner.
• Continuously learn new skills and tools in order to stay current with the ever-changing technology landscape.

Years of required experience indicated below are full-time equivalent years. Full-time equivalent experience means that any experience where working hours were less than 40 hours per week will be prorated in order to meet the equivalency of full-time. We would calculate this by looking at the total hours worked per week, divide this by 40, and then multiply by the total number of months worked. Examples of the proration calculations are:

• 30 hours worked per week for 20 months: (30/40) x 20 months = 15 months full-time equivalent
• 20 hours worked per week for 12 months: (20/40) x 12 months = 6 months full-time equivalent

Experience for both required and desired qualifications can be gained through various combinations of formal professional employment, education, and volunteer experience. See below for how you may qualify.

Option 1: Two (2) years of experience within the last (5) years, in application software/system testing, installing and/or maintaining computers software or hardware, providing direct technical customer support in IT which includes one year of experience installing computer operating systems, and includes one year of experience installing and supporting office productivity software.

Option 2: An Associate’s degree or higher in Computer Science, Information Technology (IT), Science, Technology, Engineering, Mathematics (STEM), or closely related field OR completion of a two (2) year accredited vocational training program in Information Technology (IT) or related program.

Please Note: Completion of CompTIA, A+ or related certification will qualify for one year of the required experience noted above.

Please see the combinations below for multiple ways to qualify for this position:

We highly encourage you to apply even if you do not have some (or all) of the desired experience below.

• A+ certification, Configuration Manager.
• Experience using ticketing systems to track and document work.

Application Instructions:

It’s in the applicant’s best interest to submit all of the documents listed below. Applications without these documents may be declined.

• A cover letter describing why you are interested in this position
• A resume outlining your experience and education (if applicable) as it relates to the minimum qualifications of this position

For more information and to apply: https://www.governmentjobs.com/careers/washington/jobs/4183199/customer-support-entry-two-positions