Salary: $5,499.00 – $7,399.00 Monthly
Location: Grant County – Ephrata, WA
Job Type: Full Time – Permanent
Remote Employment: Flexible/Hybrid
Job Number: 2023-06211
Department: Dept. of Fish and Wildlife
Opening Date: 05/05/2023
Closing Date: 5/21/2023 11:59 PM Pacific

Are you experienced in installing, configuring, and troubleshooting network hardware and software, including WAN devices, VPN software, and TCP/IP connectivity? Are you skilled in utilizing standard troubleshooting methodologies to find suitable and effective solutions to users’ problems?

This is an opportunity to work independently to resolve complex hardware, software, printing, video conferencing, and network issues of all levels of complexity with minimal guidance.

In this dynamic role, you will assist with installing and troubleshooting networks in remote facilities unconnected to the state network (hatcheries and satellite offices).

With your experience, you will lead demonstrations and training in new and existing technologies.

You are excited to work with other IT staff or program areas teams to efficiently determine impacts and implement technical changes as needed.

Duties
Our Desktop Support Technician,

• Works out of a ticket queue of customer service requests and incidents.
• Remotely responds over the phone and with remote administrative services to customer service requests and incidents regarding enterprise managed hardware and software. 
• Provides onsite assistance for software and hardware requests and issues that cannot be resolved remotely.
• Creates tickets or helps train agency staff to create tickets for service requests or incident requests that come up while working in the field so that work can be appropriately triaged and assigned for quickest response by the IT Services Team.
• Sets up equipment for agency employee use, performing or ensuring proper installation of desktop computers, laptops, tablets, peripheral devices, operating systems, and appropriate software for all WDFW employees.
• Provides VPN Support, ensuring remote staff have access to networked resources.
• Provides support for systems typically unsupported by central IT, i.e., digital alarms, remote facility video systems, Wi-Fi access points, external phone systems beyond agency telephony, HVAC monitoring systems.
• Creates documentation and self-help materials with the goal of reducing common support requests and issue tickets. 
• Works one-on-one with staff to teach staff how to best troubleshoot and resolve their common issues.  
• Creates materials and training plans for group trainings to empower staff to take advantage of new technologies.
• Builds hardware and software environments, testing, demonstration, and production runs for desktop and mobile related systems. Answers user inquiries regarding computer hardware and software operation to resolve problems.
• Troubleshoots audio, video, and display issues for each scheduled Video Conference.
• Performs consulting, designing and technical support for applications and management of software licenses.
• Leads problem solving teams and address problems elevated from IT Technical staff.
• Analyzes network traffic and systems to determine attack and threat vectors.
• Troubleshoots and assist customers with technical issues of Agency-issued and Bring Your Own Device (BYOD) devices using a “best effort” model of support. 

WORKING CONDITIONS:

• Work Setting, including hazards:
  1. Duties are performed in an office setting.
  2. This position requires extensive computer use and sitting.
• Schedule:
  1. Monday – Friday, 8:00 am – 5:00 pm.
  2. Schedule may be adjusted with supervisory approval.
• Travel Requirements:
  1. This position will require some travel to remote office and regional locations and overnight stays may be required.
  2. Some evening and weekend work may be required.
• Tools and Equipment:
  1. Standard Desktop Hardware, Laptops, Tablets, Telecommunications and Networking equipment and Software (CPU, MS Office, etc.).
• Customer Interactions:
  1. As requested or directed to ensure strategic plans around desktop support functions.

Qualifications
REQUIRED QUALIFICATIONS:

Or

And

Or

License:

Clearance:

PREFERRED QUALIFICATIONS:

• 2 or more years of recent information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, providing technical support in information technology.
• 2 or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role.

Knowledge, Skills, and Abilities:

• Ability to work remotely, independently, and as a team on a queue of support and incident tickets.
• Ability to complete assigned software and hardware service requests or incident tickets quickly.
• Familiarity with ITIL Support Best Practices and how they can be applied to the WDFW environment.
• Knowledge of a diverse set of IT solutions that span multiple areas: Service Desk, Desktop Support, Network, Applications, Data, Storage and GIS.
• Ability to articulate and implement technical support processes and procedures.
• Organized, proactive individual with strong communication, decision making, and problem-solving skills in a diverse and regionally distributed work environment.
• Comprehensive knowledge of PC software and hardware installation, repair, testing, and troubleshooting. Dell or comparable manufacturer, hardware repair experience is essential.
• Skill in accurately determining the hardware and software needs for Programs, divisions and end users in regional offices and outlying areas.
• Ability to plain-talk technical issues and resolutions for a non-technical audience.
• Ability to drive long distances to remote agency locations and perform onsite hardware and software assistance or trainings.

To Apply
Please note: Failure to follow the instructions below may lead to disqualification.

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/4031867/desktop-support-technician-it-customer-support-journey-permanent-06211-23