IT Customer Support - Journey

Full Job Description

IT Customer Support - Journey

Full Time | Permanent

Location: Tacoma, WA

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

This position requires the candidate of choice to work in office daily. Telework is not granted for this role.

Do you have excellent customer service skills and a knack for solving complex problems? Are you an experienced IT support professional?

If so, the Washington State Department of Corrections IT Customer Support – Journey may be an excellent position for you!

The goal of this position is to plan and deliver customer support for technology services for the agency.

The IT Customer Support Journey is tasked with resolving problems requiring analysis and discernment while applying the most suitable solution.

You will employ the use of best practice strategies to resolve problems as well as modifying, developing and maintaining existing technology.

The candidate of choice will apply enhanced knowledge and skill to both standard and unfamiliar issues.

This position is tasked with formulating routines and standards of practice to complete assigned tasks, and knowing the impacts of changes to process, policies, and procedures in their assigned area of responsibility.

The candidate of choice has the ability to work with a wide array of agency team members including executives, line staff and others in on-site and/or from home.

Each day can be different - from imaging computers, troubleshooting WiFi issues, wiping the drives of computers ready for surplus, drop-ins hoping for a quick repair, etc. If you are searching for a dynamic and everchanging daily task list with your work day, this position may be perfect for you!

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 an 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 which could look like:
  • 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
  • Providing guidance and consultation to facility staff, for site specific information, configuration and documentation of customer software and hardware
• Deploying and providing technical/customer support for telephones, mobile phones, and other mobile connectivity hardware to include:
  • Troubleshooting issues with telephones, headsets, voicemail accounts, and phone configurations
  • Planning and coordinating with vendors in the repair and administration of telephony systems
  • Performing individual and group-based end user training
• 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):

• High school diploma

AND

• Four (4) years of IT related training and experience

AND

• 2 years of Information Technology experience in an enterprise environment within the last 4 years

OR

• Bachelor’s degree or higher in Computer Science or related field from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA), or a foreign equivalent

AND

• 2 years of Information Technology experience in an enterprise environment within the last 4 years

In addition to the above education and experience, the below knowledge, skills and/or abilities are required:

• 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)

*Experience can be gained concurrently

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.
• Two (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.

Our Core Values:

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.

If authorized for the role, 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.