IT Correctional Facility Support Professional | MCC

Full Job Description

IT Correctional Facility Support (CFS) Professional

IT Customer Support - Journey

Full Time | Permanent

Location: Monroe Correctional Complex | Monroe, WA

Salary Range: $6,068- $8,164 Monthly

The Washington State Department of Corrections has an exciting opportunity for an individual with a solid Information Technology (IT) background to join the Monroe Correctional Complex (MCC) IT team as an IT Customer Support- Journey!

The goal of this position is to provide customer support of IT systems on multiple diverse networks in a correctional facility.

As an IT Customer Support Journey, you will provide professional skills and technical knowledge to enable department staff and incarcerated individuals to use technology in order to perform their daily work duties at MCC which will include troubleshooting, diagnosing, coordinating, planning, documenting, and maintaining current and implementing new customer software and devices to DOC standards.

The candidate of choice will Integrate new technologies to meet expanding business and Information Technology (IT) needs.

New technologies include, but are not limited to, virtual desktop infrastructure (VDI) clients, computer- aided design software, language translation software, database management applications, opensource software, and software development applications.

Additionally, you will administer telephone systems and mobile technology devices and ensure accurate, thorough configurations while deploying, troubleshooting, and connecting new/existing phone requests including iPhone/wireless devices as received.

If you have excellent customer service skills and IT experience in an enterprise environment, this could be your next career move!

We are searching for a dedicated individual, who will tackle challenges head on, and is willing to learn new skills daily. If this sounds like you, we look forward to reviewing your application!

A completed application packet will include:

Requirements

We are looking for teammates who share our vision of public service, committed to an equitable and inclusive culture that fosters and inspires excellence, while promoting innovation, engagement, and safety, leading to better outcomes for our incarcerated population, our agency, and our community.

As a IT Customer Support- Journey, some of your duties will include:

• Providing technical professional level customer support to staff, vendors and incarcerated individuals for IT software and computing equipment to include:
  • Diagnosing, troubleshooting, reviewing, researching, and resolving customer and IT reported system incidents, service requests and access requests
  • Imaging, installing, configuring, activating and updating hardware, software and peripheral equipment
  • Providing technical support, research, troubleshooting and maintenance of current and legacy software and hardware
  • Scheduling and performing hardware and software installs, repairs and upgrades to ensure operation and maintenance of customer software and devices
  • Maintaining inventory and control of all assets within the area of responsibility, updating inventory using designated service management software
  • Ensuring security protocols are followed per DOC Policies
  • Collaborating with IT Security to determine actions for system breaches which may include malware, virus or staff/incarcerated individual violation
  • Providing guidance and consultation to facility staff, for site specific information, configuration and documentation of customer software and hardware
  • Serving as IT Standby on rotational basis multiple times a year. (The Standby Officer is the main contact 8AM- 5PM for DOC IT emergencies that may occur throughout the weekend and holidays)
• Deploying and providing technical/customer support for telephones, mobile phones, and other mobile connectivity hardware.
• Providing support for the functionality, connectivity and availability of local area switches, data/phone connections and infrastructure.
• Providing backup support for Information Technology (IT) Systems (servers, building automation systems, and networks for both staff and incarcerated individuals).
• Other duties as assigned

Qualifications

What we need (required qualifications):

AND

AND

OR

AND

In addition to the above education/experience, the below experience required and may be gained concurrently with paid professional technical experience:

• Two (2) years of experience repairing, diagnosing, and troubleshooting Network Operating Systems, software, and hardware on physical and virtual servers
• Two (2) years of experience using server diagnostic tools in the repair of server hardware and software
• Two (2) years of experience in installing, testing, and configuring Microsoft Windows workstations
• Two (2) years of experience creating and modifying Active Directory groups for administrative access to network shares and printer queues.
• Must have a valid license to drive in Washington State and have ability to drive vehicles ranging from passenger sedans, station wagons, pickups and cargo vans (up to 1-ton)

What will make your application stand out (preferred qualifications):

• Microsoft Certified Solutions Associate: Windows Server 2019
• Microsoft Certified Solutions Associate: Windows 10/11
• Certified CompTIA A+
• Two (2) years of experience repairing and diagnosing telephony technology (e.g., PBX, VOIP).)
• Two (2) years of experience repairing and diagnosing mobile technology (e.g., smart phones, air cards, hot spot, GPS).)
• Two (2) years of experience using an IT Service Management system
• 2 years of experience repairing, diagnosing and troubleshooting electronic devices (e.g., access control devices, digital cameras, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, biometrics, global positioning systems (GPS).)
• Two (2) years of experience repairing, diagnosing, and troubleshooting network protocols and connectivity issues (e.g., Transmission Critical Protocol/Internet Protocol (TCP/IP), Dynamic Host Configuration Protocol (DHCP), Virtual Private Networking (VPN).)
• One (1) year of experience repairing, diagnosing, and troubleshooting physical computer components. (e.g., central processing units (CPU), network interface cards (NIC) and data storage)
• One (1) year of experience integrating and administrating Security Electronics systems in an enterprise IT environment

Additional Information

Vision: Working together for safer communities.

Mission: Improving public safety by positively changing lives.

Our Commitment: To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.

DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.

IMPORTANT NOTES:

• This recruitment may be utilized to fill more than one position.

Please include a minimum of three (3) professional references with your application.

A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies.

If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.**Please note: Phone number AND email address are required for all professional references.

• A background check including criminal record history will be conducted prior to a new hire. 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 position.
• Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.

We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws.

A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.

• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.

Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire.

When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.

Foreign equivalent degrees awarded outside the United States must have a credential evaluation report attached to your application.

You may request the required evaluation/documentation from www.wes.org and www.aice-eval.org. Until this documentation is provided, you will not be selected to move forward in the hiring process.

DOC complies with the employment eligibility verification requirements for the federal employment eligibility verification form I-9.

The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form.

https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents

• DOC does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit www.uscis.gov.

Telework Details

This position may be allocated for telework.

Work may be performed from your home or another offsite location within the state of Washington using a reliable internet or cellular hotspot service at that time.

Employees are expected to perform assigned duties in a safe manner, to take proper care all state-issued equipment, and maintain confidentiality of all information in possession while working offsite.

Employees will be required to commute to a Department of Corrections facility or field office as business requires, to potentially include components of the onboarding process.

Some offices will have a “drop in” area available, however, a dedicated workspace within a DOC facility will not be provided.

What We Offer:

As an employee of the Department of Corrections, your work-life integration is a priority.

Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation.

Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:

• Remote/telework/flexible schedules (depending on position)
• Up to 25 paid vacations days a year
• 8 hours of paid sick leave per month
• 12 paid holidays a year
• Generous retirement plan
• Flex Spending Accounts
• Dependent Care Assistance
• Deferred Compensation and so much more!

PERS: State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email mackenzie.conley@doc1.wa.gov or call us at 509-630-9160. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.