IT Customer Support - Journey

Full Job Description

About the Agency & Division:
The Washington State Patrol is committed to being an Equal Opportunity Employer and strives to foster an environment in which everyone is encouraged to be their authentic selves, communicate openly, and act with courage. The WSP is dedicated to promoting fair and equitable hiring, training, and promotional practices through innovative recruitment and retention strategies.

The Information Technology Division (ITD) exists to leverage technology to enhance and sustain business processes, public safety infrastructure, and statewide emergency communications to facilitate the accomplishment of all agency goals.

Requirements

The Mobile Office Platform (MOP) System Support Technician’s main purpose is to ensure that hardware and software issues are handled as expeditiously as possible to minimize a user’s downtime. Additionally, this position is responsible for scheduling the replacement of computers through the Standard Technology Replacement (STR) process with Troopers and Sergeants.

Our new teammate will be able to:

• Performs setup and configuration of MOP system hardware and software.
• Configures both the wireless and air card connections to the agency network.
• Coordinates and schedules new installations with Field Operations Bureau (FOB) personnel.
• Using advanced administrative rights, configures, troubleshoots and installs updated applications and operating systems on all mobile devices within a geographic area.
• Modifies software, firmware and hardware to ensure installed devices, laptop/tablet, in-car camera, license plate readers and existing vehicle systems operate as expected and are not in conflict with each other.
• Conducts Standard Technology Replacement (STR) on schedule to ensure MOP components do not fall outside of warranty.
• Analyze and troubleshoot hardware, software and network issues.
• Respond to trouble calls to correct issues with MOP hardware and software.
• Conducts troubleshooting and diagnostics of MOP equipment.
• Resolves customer technical support issues directly, or coordinates the resolution of issues with other technical staff.
• Ensures complete and accurate WSP technology asset inventory is maintained.

Qualifications

Required Qualifications:

• An Associate's degree or higher in Computer Science; Information Technology or closely related field
  • Completion of a two-year accredited vocational training program in information technology or related program.
• Working experience at the journey level (typically obtained through 4 - 6 years as an IT professional) may substitute for education year for year.

Why work for the Washington State Patrol?

• A healthy life/work balance by offering flexible schedules and telework options for most positions.
• An Infants at Work Program that is based on the long-term health values of infant-parent bonding and breastfeeding newborns.
• Continuous growth and development opportunities.
• Opportunities to serve your community and make an impact through meaningful work.
• Employment opportunities that recognize military veterans and/or military spouse per Governor Executive Order 19-01.
• Qualification for the Public Loan Forgiveness Program.
  

Additional Information

The Washington State Patrol does not provide immigration sponsorship; therefore, applicants must possess work authorization that does not require employer sponsorship.

NOTE: This is not a full-time telework position. Candidates must be able and willing to work in the office and commute to here. A hybrid work schedule may be available after training and/or probationary period has been successfully completed.