IT Customer Support – Entry
Recruitment #2021-05-7671
This is a Full-time, Permanent, Represented position.

Want to join something GREAT and make a difference?
The Department of Natural Resources (DNR) has an exciting opportunity within our Northeast Region. The Northeast Region of the Department of Natural Resources is looking for an IT Customer Support Specialist to join our team. We are looking for someone with a background in Information Technology and mobile device support who has great diagnostic, problem solving, and communications skills, and a knack for working with people of diverse experience levels and backgrounds.  This position supports IT needs for Northeast Region employees spanning from Deer Park, WA to the Omak, WA and Loomis, WA areas.

Responsibilities:

• Installs and upgrades PCs, laptops, utility server hardware, software and peripherals such as backup external hard drives, network printers and other network devices. Currently manage 230+ smart phone devices and 150+ tablets for the region and all region desk phones.
• Responsible to provide immediate, local, and/or remote desktop hardware & software, network, card lock, copiers, printers, phone system customer service to five remote work centers and assists with NE Region Headquarters personnel.
• Tracks, monitors and updates IT inventory for the region. Orders all IT related equipment and peripherals such as tablets, smart phones, accessories, external hard drives, cameras and GPS units.
• Update, prepare and deploy Type 3 Team Fire Kits (laptops, server, e I-Suite updates, printers, and related networking) for use.

Required Qualifications: 

• 1 year desktop support experience which may include board level, hard drives, video and network adapters and disparate network configurations.
• 1 year experience deploying, maintain and supporting Microsoft Office 2010 or newer and Windows 7 or newer.
• 1 year of recent experience deploying software packages using automated tools.
• 1 year experience troubleshooting Android, Windows and Apple devices.
• Ability to use various GPS devices and associated software and experience providing GPS user support.
• Demonstrated ability to evaluate, test, install, upgrade, and maintain PCs, laptops and server hardware, VPN software and connections, Windows operating systems, Microsoft Office 2007 and newer, video teleconferencing, security system, network, printer and other hardware driver software, components, and peripherals such as printers, monitors, and projectors.
• Demonstrated ability to troubleshoot and resolve complex multi-server and multi-application problems, networking and communication problems, etc.
• Proficiency in diagnosing, correcting and documenting PC hardware and software problems.
• Demonstrated ability to learn new technologies, understand complex specifications and implement them for staff use and process automation.
• Demonstrated ability to communicate complex IT function into layman terms for users.
• Organization and documentation skills.
• Assess information technology needs, evaluate and recommend new products and solutions.
• Demonstrated ability to troubleshoot and train staff in the use of the full suite of Microsoft Office products, including Microsoft Outlook.
• The incumbent in this position is required to travel.
• A valid driver’s license and have two years of driving experience. This position requires driving as an essential function. Finalists and/or interview candidates may be asked to provide a driving record from all states in which they have held a license during the past three years.

Our ideal candidate will also have the qualifications listed below:

• Experience supporting an enterprise environment of 100 work stations or more.
• Proven ability with computer applications such as Microsoft Office Suite (Word, Excel, PowerPoint)
• Effective organizational skills and follow-through on assignments
• Customer service training.
• Ability to be innovative and forward thinking in a face-paced, changing technical environment.

Location: 
One of the world’s most scenic places, Washington State offers breathtaking discoveries for people who love natural beauty and outdoor recreation, from the Pacific Coast shores to the rugged Cascade Mountains to the rolling hills of the Palouse. Your office will be located in Colville. For more information on this area visit, https://www.colville.wa.us/ 

Due to the COVID-19 pandemic, telework (mobile-work) is expected for most office activities. When approved to return, staff are expected to report to their assigned duty station for work activities or may be approved for telework based on DNR’s telework policy.

About the Department of Natural Resources (DNR). 
Our mission is to manage, sustain, and protect the health and productivity of Washington’s lands and waters to meet the needs economically and socially for current and future generations. At DNR we approach our work through the lens of making Washington a better place environmentally and are dedicated to serving Washington’s lands and communities through diversity, equity and inclusion. With nearly 1,500 employees in locations throughout Washington, we manage and protect more than 5 million acres of state-owned forest, range, commercial, agricultural and aquatic lands.

DNR provides excellent benefits, a few of those include:

• Commitment to organizational health and wellness
• Work/life balance
• DNR Employee Resource Groups (Diversity, Equity and Inclusion Council, Women’s Employee Resource Group, Veterans Employee Resource Group, etc.)
• Statewide Employee Business Resource Groups, visit here to learn more
• Leadership that empowers and supports employees
• Professional development opportunities
• Educational and career development aid
• Public Service Loan Forgiveness Eligibility
• Opportunities to participate in wildland fire suppression assignments
• A comprehensive benefit package that includes employer contributions toward health insurance, paid holidays, retirement plans, sick leave and vacation days. Visit http://careers.wa.gov/benefits.html for more information.

How to Apply: 
To be considered you must apply online at www.careers.wa.gov (Click on the APPLY button above). You must complete the entire online application to be considered for the position.

Once you submit your online application, you can check your status by logging into your account. If you experience technical difficulties creating, accessing or completing your application call NEOGOV toll-free at (855)524-5627 or email CareersHelp@des.wa.gov.

Application Requirements:

• Attach a letter of interest describing how your experience and qualifications relate to the position profile and the position required, desired and special requirements.
• Attach a resume describing your experience and qualifications.
• Provide three to five professional references – you may attach a document, use the References text field in the online application, or include with resume.
• Complete all supplemental questions.

Additional Information:
This recruitment may be extended and may also be used to fill future similar vacancies for up to sixty (60) days.

Veterans wishing to claim Veteran’s preference please attach a copy of your DD-214, NGB-22 or other verification of military service. Please black out your social security number prior to attaching.  We thank you and are grateful for your service!

Persons needing accommodation during the screening process or this announcement in an alternative format may contact DNR Recruiting staff at (360) 522-2500 or (360) 522-0143 or by email at DNRrecruiting@dnr.wa.gov.  Those with a hearing impairment in need of accommodation are encouraged to contact the Washington State Telecommunications Relay Service (TRS) at 1-800-833-6388 or www.washingtonrelay.com.

DNR is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.

Check us out on: DNR’s website | Facebook | Twitter | Instagram | YouTube | WordPress

Questions?  Please contact Kevin Lambright at (509) 684-7474, kevin.lambright@dnr.wa.gov or e-mail us at DNRrecruiting@dnr.wa.gov