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Posted : Saturday, September 16, 2023 09:26 PM
Description
IT Customer Support Technician (Journey)
This is a full-time, permanent, on-site/in-person position.
We're seeking a dynamic individual who thrives on tackling diverse IT issues and is passionate about making a real difference in our community.
You'll play a vital role in our primary technical support team, focusing on implementing and managing various systems crucial to the Department of Health's operations.
As part of your responsibilities, you'll tackle complex enterprise problems, incidents, and requests escalated by junior technicians.
Your expertise across multiple enterprise applications, services, and hardware will be essential in resolving these issues effectively.
Additionally, you'll contribute to the development and maintenance of our knowledge base articles, ensuring both technical documentation and customer-facing "how-to" documents are accurate and helpful.
With over 400 internal and external applications in our portfolio, our IT Customer Support team plays a crucial role in maintaining daily functionality.
Serving over 4000 active DOHers accounts, across 4 campuses throughout Washington State, 100+ WIC sites, and managing 4,500 computers and laptops, our team's impact is substantial.
Beyond internal support, we also provide technical assistance to our external health partners and the wider community, facilitating collaboration and access to services from the Department of Health.
Join us in making a significant and often critical contribution to the DOH's mission in serving Washington State.
Responsibilities: Independently troubleshoot and resolve complex technical incidents, collaborating with senior, peer, and junior staff as needed.
Serve as an escalation point for junior technicians and maintain confidentiality and trust while meeting service level agreements.
Provide technical support for conference room setup and configuration to ensure successful meetings.
Support DOH and WIC IT systems, including hardware, software, and peripherals, adhering to ITIL maintenance and operation standards.
Communicate timely incident updates to customers during service outages impacting DOH staff and contribute to Service Desk procedure updates.
Build, configure, and deploy Clinic WIC servers, desktops, printers, and peripherals.
Manage Service Desk portal for WIC connections and copier management.
Engage in professional development by attending required training, both formal and informal, and staying current with emerging technologies through self-study.
Required Qualifications and Experience: Your experience must be recent (within the last 6 months) and gained from full-time equivalent work.
Three (3) years of experience with a Knowledge Base.
Education and/or experience in information technology activities like testing, installing, maintaining, supporting, or preventing hardware/software failures on client applications, hardware, or software products.
You must meet one of the options defined below: Option 1: Six (6) years of experience.
Option 2: Associates Degree plus at least four (4) years of experience.
Option 3: Bachelor's Degree plus at least two (2) years of experience.
Preferred Skills and Experience in the following: Helping diverse IT colleagues and creating easy-to-understand guides for various skill levels.
Independently resolving complex issues with hardware, software, printing, video calls, and networks with little guidance.
Troubleshooting network and VPN problems, including custom applications, and handling critical tier 2 issues.
Resolving common desktop issues in Windows 11 and O365 environment, along with creating user guides.
Managing customer service requests and incidents via ticket queue systems.
Providing remote support via phone and remote administrative services.
Providing desktop support for software and hardware, including complex departmental systems Training new employees on automated systems.
ITIL V3 Foundations Certification Relevant IT certifications from Microsoft, Cisco, CompTIA, or similar.
We’re seeking candidates who exhibit the following competencies: You demonstrate cultural humility, embracing diverse perspectives and honoring various cultures.
Committed to equity and inclusion, you'll remove barriers, champion social justice, and foster a sense of belonging.
Your outward mindset fuels impactful contributions, blending personal expertise with collaborative achievements.
As a problem-solver, you'll craft effective solutions, communicating clearly across different mediums.
Dedicated to customer service and community relevance, you'll navigate diverse interactions and build strong organizational relationships.
Your technical competence is essential, making you an invaluable asset to our team.
OIT (One Incredible Team!) In the Executive Office of Innovation and Technology (OIT), we’re on a mission to unleash the potential of technology, innovation, data, and informatics for the DOH.
We believe in the power of every team member.
We're not just a workplace; we're a thriving ecosystem that nurtures individual growth and collective success.
As a strategic partner to DOH employees, we cultivate a culture of curiosity, ingenuity, critical thinking, and data-driven decision-making.
Our shared goal? Making optimal health a reality for every single person in Washington.
Within OIT, the Center for Technology Operations (Tech Ops) delivers public health IT services.
Our services include enterprise support for service desk, infrastructure operations, application development and support, data management, cloud program and platform management, back-office and enterprise systems configuration, and testing and change management.
We support mission critical, business essential and back-office systems for our partner customers who include agency staff, public health partners, and citizens.
We provide quality services in an outward way, and we strive to get curious with our customers to best meet their needs in the moment and anticipate future needs.
We are the Washington State Department of Health (DOH) At DOH, we safeguard public health in an ever-evolving world.
Through collaboration with local health jurisdictions and state, federal, and private partners, our programs, and services impact every Washingtonian and visitor daily.
We're driven by Equity, Innovation, and Engagement, as outlined in our Transformational Plan for the future of Washington health.
Benefits and Lifestyle We prioritize your work-life balance and offer one of the most competitive benefits packages nationwide, tailored to support your lifestyle.
Discover more about "Why DOH" by visiting Work@Health.
Location and Flexibility This position reports in-person to the DOH office located in Tumwater, WA, daily.
Application Process: Remember to showcase your relevant education and experience in your application materials.
DO NOT attach any documents that include photos, letters of recommendation, or private information (transcripts, social security number, year of birth, etc.
).
Click "Apply" to submit your detailed application profile along with the following: A cover letter (without personal pictures) describing how you meet the qualifications and why you are interested in this position.
A current resume (without personal pictures).
Three (3) or more professional references, to be listed in your profile under the references section, which includes at least one supervisor, peer, and (if you have supervised staff) someone you have supervised or led.
Veterans Preference: Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application.
Please remove or cover any personally identifiable data such as social security numbers and birth year.
Equity, Diversity, and Inclusion: We regard diversity as the foundation of our strength, recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve.
DOH is an equal-opportunity employer.
We prohibit discrimination based on race/ethnicity/color, creed, sex, pregnancy, age, religion, national origin, marital status, the presence or perception of a disability, veteran’s status, military status, genetic information, sexual orientation, gender expression, or gender identity.
Representation: This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.
Questions and Accommodations: If you have questions, need accommodation in the application or selection process, or need information in an alternative format, contact Shawnelle Goalder at shawnelle.
goalder@doh.
wa.
gov.
For general DOH recruitment questions, email the Talent Acquisition Team at employment@doh.
wa.
gov.
Deaf or hard of hearing contact Washington Relay Service at 7-1-1; individuals outside of Washington State contact Washington Relay Service at 1-800-833-6874.
Technical Support: Reach out to NEOGOV directly at 1-855-524-5627 for technical support and login issues.
Conditions of Employment: I am prepared, with or without accommodations, to do the following: Must be willing to commit to a full-time 40-hour work week schedule working on-site at the DOH office located in Tumwater, WA Monday – Friday, 8 AM – 5 PM.
Adjust my work schedule occasionally to align with business needs, which may entail working evenings and weekends.
Perform my job duties either remotely from home or in-person at the designated DOH site location.
Travel periodically within the state of Washington.
Possess the legal ability to operate a state or privately-owned vehicle or arrange alternative transportation for official state business.
Engage in emergency response exercises and high-priority assignments as assigned during emergency events.
SUBSCRIBE to DOH Job Alerts Supplemental Information This recruitment may be used to fill positions of the same job classification across the agency.
Once all the position(s) from the recruitment are filled, the candidate pool may be used to fill additional open positions for the next sixty (60) days.
Only applicants who follow the directions and complete the Application Process in-full will have their responses reviewed for consideration.
Experience and education selected, listed, or detailed in the Supplemental Questions must be verifiable on the submitted applicant profile.
?
We're seeking a dynamic individual who thrives on tackling diverse IT issues and is passionate about making a real difference in our community.
You'll play a vital role in our primary technical support team, focusing on implementing and managing various systems crucial to the Department of Health's operations.
As part of your responsibilities, you'll tackle complex enterprise problems, incidents, and requests escalated by junior technicians.
Your expertise across multiple enterprise applications, services, and hardware will be essential in resolving these issues effectively.
Additionally, you'll contribute to the development and maintenance of our knowledge base articles, ensuring both technical documentation and customer-facing "how-to" documents are accurate and helpful.
With over 400 internal and external applications in our portfolio, our IT Customer Support team plays a crucial role in maintaining daily functionality.
Serving over 4000 active DOHers accounts, across 4 campuses throughout Washington State, 100+ WIC sites, and managing 4,500 computers and laptops, our team's impact is substantial.
Beyond internal support, we also provide technical assistance to our external health partners and the wider community, facilitating collaboration and access to services from the Department of Health.
Join us in making a significant and often critical contribution to the DOH's mission in serving Washington State.
Responsibilities: Independently troubleshoot and resolve complex technical incidents, collaborating with senior, peer, and junior staff as needed.
Serve as an escalation point for junior technicians and maintain confidentiality and trust while meeting service level agreements.
Provide technical support for conference room setup and configuration to ensure successful meetings.
Support DOH and WIC IT systems, including hardware, software, and peripherals, adhering to ITIL maintenance and operation standards.
Communicate timely incident updates to customers during service outages impacting DOH staff and contribute to Service Desk procedure updates.
Build, configure, and deploy Clinic WIC servers, desktops, printers, and peripherals.
Manage Service Desk portal for WIC connections and copier management.
Engage in professional development by attending required training, both formal and informal, and staying current with emerging technologies through self-study.
Required Qualifications and Experience: Your experience must be recent (within the last 6 months) and gained from full-time equivalent work.
Three (3) years of experience with a Knowledge Base.
Education and/or experience in information technology activities like testing, installing, maintaining, supporting, or preventing hardware/software failures on client applications, hardware, or software products.
You must meet one of the options defined below: Option 1: Six (6) years of experience.
Option 2: Associates Degree plus at least four (4) years of experience.
Option 3: Bachelor's Degree plus at least two (2) years of experience.
Preferred Skills and Experience in the following: Helping diverse IT colleagues and creating easy-to-understand guides for various skill levels.
Independently resolving complex issues with hardware, software, printing, video calls, and networks with little guidance.
Troubleshooting network and VPN problems, including custom applications, and handling critical tier 2 issues.
Resolving common desktop issues in Windows 11 and O365 environment, along with creating user guides.
Managing customer service requests and incidents via ticket queue systems.
Providing remote support via phone and remote administrative services.
Providing desktop support for software and hardware, including complex departmental systems Training new employees on automated systems.
ITIL V3 Foundations Certification Relevant IT certifications from Microsoft, Cisco, CompTIA, or similar.
We’re seeking candidates who exhibit the following competencies: You demonstrate cultural humility, embracing diverse perspectives and honoring various cultures.
Committed to equity and inclusion, you'll remove barriers, champion social justice, and foster a sense of belonging.
Your outward mindset fuels impactful contributions, blending personal expertise with collaborative achievements.
As a problem-solver, you'll craft effective solutions, communicating clearly across different mediums.
Dedicated to customer service and community relevance, you'll navigate diverse interactions and build strong organizational relationships.
Your technical competence is essential, making you an invaluable asset to our team.
OIT (One Incredible Team!) In the Executive Office of Innovation and Technology (OIT), we’re on a mission to unleash the potential of technology, innovation, data, and informatics for the DOH.
We believe in the power of every team member.
We're not just a workplace; we're a thriving ecosystem that nurtures individual growth and collective success.
As a strategic partner to DOH employees, we cultivate a culture of curiosity, ingenuity, critical thinking, and data-driven decision-making.
Our shared goal? Making optimal health a reality for every single person in Washington.
Within OIT, the Center for Technology Operations (Tech Ops) delivers public health IT services.
Our services include enterprise support for service desk, infrastructure operations, application development and support, data management, cloud program and platform management, back-office and enterprise systems configuration, and testing and change management.
We support mission critical, business essential and back-office systems for our partner customers who include agency staff, public health partners, and citizens.
We provide quality services in an outward way, and we strive to get curious with our customers to best meet their needs in the moment and anticipate future needs.
We are the Washington State Department of Health (DOH) At DOH, we safeguard public health in an ever-evolving world.
Through collaboration with local health jurisdictions and state, federal, and private partners, our programs, and services impact every Washingtonian and visitor daily.
We're driven by Equity, Innovation, and Engagement, as outlined in our Transformational Plan for the future of Washington health.
Benefits and Lifestyle We prioritize your work-life balance and offer one of the most competitive benefits packages nationwide, tailored to support your lifestyle.
Discover more about "Why DOH" by visiting Work@Health.
Location and Flexibility This position reports in-person to the DOH office located in Tumwater, WA, daily.
Application Process: Remember to showcase your relevant education and experience in your application materials.
DO NOT attach any documents that include photos, letters of recommendation, or private information (transcripts, social security number, year of birth, etc.
).
Click "Apply" to submit your detailed application profile along with the following: A cover letter (without personal pictures) describing how you meet the qualifications and why you are interested in this position.
A current resume (without personal pictures).
Three (3) or more professional references, to be listed in your profile under the references section, which includes at least one supervisor, peer, and (if you have supervised staff) someone you have supervised or led.
Veterans Preference: Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application.
Please remove or cover any personally identifiable data such as social security numbers and birth year.
Equity, Diversity, and Inclusion: We regard diversity as the foundation of our strength, recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve.
DOH is an equal-opportunity employer.
We prohibit discrimination based on race/ethnicity/color, creed, sex, pregnancy, age, religion, national origin, marital status, the presence or perception of a disability, veteran’s status, military status, genetic information, sexual orientation, gender expression, or gender identity.
Representation: This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.
Questions and Accommodations: If you have questions, need accommodation in the application or selection process, or need information in an alternative format, contact Shawnelle Goalder at shawnelle.
goalder@doh.
wa.
gov.
For general DOH recruitment questions, email the Talent Acquisition Team at employment@doh.
wa.
gov.
Deaf or hard of hearing contact Washington Relay Service at 7-1-1; individuals outside of Washington State contact Washington Relay Service at 1-800-833-6874.
Technical Support: Reach out to NEOGOV directly at 1-855-524-5627 for technical support and login issues.
Conditions of Employment: I am prepared, with or without accommodations, to do the following: Must be willing to commit to a full-time 40-hour work week schedule working on-site at the DOH office located in Tumwater, WA Monday – Friday, 8 AM – 5 PM.
Adjust my work schedule occasionally to align with business needs, which may entail working evenings and weekends.
Perform my job duties either remotely from home or in-person at the designated DOH site location.
Travel periodically within the state of Washington.
Possess the legal ability to operate a state or privately-owned vehicle or arrange alternative transportation for official state business.
Engage in emergency response exercises and high-priority assignments as assigned during emergency events.
SUBSCRIBE to DOH Job Alerts Supplemental Information This recruitment may be used to fill positions of the same job classification across the agency.
Once all the position(s) from the recruitment are filled, the candidate pool may be used to fill additional open positions for the next sixty (60) days.
Only applicants who follow the directions and complete the Application Process in-full will have their responses reviewed for consideration.
Experience and education selected, listed, or detailed in the Supplemental Questions must be verifiable on the submitted applicant profile.
?
• Phone : (800) 833-6874
• Location : Tumwater, WA
• Post ID: 9115459589
