DSHS FTAA DIT Customer Support - Senior/Specialist

Full Job Description

DSHS FTAA – DIT Customer Support, Senior/Specialist (Administration Operations)

This position is within the Division of Information Technology (DIT) and provides Customer Support for field services for Finance, Technology, and Analytics Administration (FTAA).

This position fulfills the needs of FTAA and the Home and Community Living Administration (HCLA).

This position may also provide services for other administrations within the Department of Social and Health Services (DSHS) as needed.

The technician provides IT customer support by configuring and maintaining a wide variety of IT equipment such as desktop computers, laptops, various mobile technologies and their peripherals.

This also includes teleconferencing systems used in conference rooms and executive offices.

This also includes setup and troubleshooting remote connectivity from any agency-approved location to the IT systems inside the state government network from both state-owned and personal devices.

Some of what you'll do:

• Provide desktop support for Home and Community Living Administration (HCLA), Finance, Technology, and Analytics Administration (FTAA), Division of Information Technology (DIT), and other Administrations as needed.
• Independently plans, prioritizes and schedules work on IT requests related to the support of DSHS leadership for daily tasks and current projects, considering staff availability, and rapidly adjusting when necessary to accommodate rapidly changing priorities.
• Desktop and Customer Support for the customers of HCLA, FTAA and their business partners such as AAA’s and counties.
• Plans and delivers customer support services, including installation, configuration, troubleshooting and customer assistance for management customer technology.
• Directs and performs the rigorous application of information security (State, DSHS and Federal), information assurance policies, principles, and practices in the delivery of HCLA customer support services.

Directs, coordinates and performs the resolution of issues related to the delivery of services to headquarters staff.

Works with team members, network specialists, application developers, and security specialists to prevent recurring problems.

Researches, evaluates, and provides resolutions for problematic trends and patterns in customer support requirements.

• Provide and maintain IT systems in support of Division Mission. Successful and timely delivery of services leading to customer satisfaction.
• Consultation/Project Management for management leadership initiatives.
• Asset Management.

Desired skills, knowledge, and abilities:

• Explaining complex or technical information using plain talk principles. Actively listens to others, paraphrases and asks clarifying questions and is able to clearly and concisely emphasize key messages.
• Critical and applied quantitative and qualitative analytical skills. Able to break down, sort and synthesize information, identify key messages and central themes, form accurate conclusions about the meaning of the information, and develop appropriate action steps and recommendations.
• Identifying opportunities for improving and streamlining work processes beyond the specific assignment, focus on outcomes calculated risks. Able to embrace challenges in new and creative ways.
• Building and maintaining internal and external customer satisfaction with the services offered by the Division. Anticipates customers’ needs and understands customers’ organization to be able to work through solutions readily.
• Comprehending and explaining the purpose(s) of a project, the roles and responsibilities of those performing the work, and the needs and desires of those who will receive the resulting products and services.
• Demonstrates the ability to create, establish, monitor and measure work plans to advance work in key areas, and the ability to work with others to enhance and enable work plan implementation.
• Effectively organizing multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on-time in a statewide team environment.
• Establishing priorities and work independently while working efficiently supporting a complex information technology network with multiple facilities located across the state.
• Computer networks and remote troubleshooting techniques.
• Troubleshooting, repairing, configuring and administering systems in a domain environment.
• Analyzing computer hardware and software problems.

Who should apply?
We are looking for professionals who meet one of the following education and experience pathways:

Eleven years of Information Technology (IT) experience in an enterprise network Microsoft (MS) Operating System (O/S) environment, supporting MS Server O/S, Active Directory, NTFS share and file permissions, print sharing, switch management, desktop support (Windows 11 O/S and above), asset management and auditing;

OR

Associate's degree in Management Information Systems, Computer Information Technology or related field

AND

Nine years of experience installing, configuring and maintaining computer workstation hardware, software and peripherals or related experience;

OR

Bachelor of Arts/Bachelor of Science Degree in Management Information Systems, Computer Information Technology or related field

AND

Seven years of experience installing, configuring and maintaining computer workstation hardware, software and peripherals or related experience.

Additional information:

• Work schedule: 8:00 AM - 5:00 PM, Monday through Friday.
  
  
  

Ready to start a rewarding career? Apply today!
Along with your application, please include:

• An updated resume
  
• Three professional references with contact information
  
  

Questions?
Please reach out to DSHS Recruiter Peter Bonato at peter.bonato@dshs.wa.gov and reference job number #00700.


The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency’s vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Additional Information

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protect­ed veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.



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