IT Customer Support – Journey

Full Job Description

Work Hours flexibility may be available and considered
Salary: $6,068.00 - $8,164.00 Monthly

Want to join something GREAT and make a difference?
The Department of Natural Resources (DNR) has an exciting opportunity within our Olympic Region as an IT Customer Support – Journey.

This position is based at the Olympic Region office in Forks, WA, one of six regional offices located throughout the state that supports the department’s operational programs. The position reports to the Olympic Region Business and Operations Assistant Region Manager and receives technical guidance from the agency Information Technology Division (IT). The position interacts with the public, Region, Division, State, and Federal agency employees and requires competence to independently work on all levels of assignments while providing guidance and training to other staff in the region as needed for a wide variety of IT functions. The position works under the Business and Operations department which supports administrative, finance, warehousing/supplies, facilities, fleet and the information technology (computing) needs of the region. This position requires an advanced knowledge of a wide range of principles, concepts and practices related to information technology.

Requirements

Responsibilities:

• Provide immediate local and/or remote desktop hardware & software, and network support to 120 region full-time staff and 36+ seasonal employees.

Evaluates, tests, installs and upgrades PCs, laptops, utility server hardware, software and peripherals such as backup external hard drives, network printers and other network devices.

Manage 123+ cell/smart phone devices and 51 tablets for the region and region desk phones. Provide support, configuration and training on IT sponsored projects impacting the region.

• Serves as journey customer support level of contact to staff regarding their hardware & software technology needs.
• Provide instruction and documentation on specific use of information technology systems and
  procedures. Participate in monthly IT Coordinator meetings with IT Division, IT Liaison & other regions.
• Track, monitor and update computer inventory for the region. Manage equipment surplus process for excess/replaced equipment. Order all IT related equipment and peripherals such as tablets, smart phones, accessories, external hard drives. Manages & tracks all software licenses for Olympic Region.
• Olympic Region Fleet Manager- as delegated by Business and Operations Assistant, manage fleet of vehicles and 27 other rolling pieces of equipment, including oversight of the fleet vehicle pool reservation system.

Qualifications

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or other closely related field AND 4 years of experience providing IT support functions to customers;
  OR an equivalent combination of education and/or experience.
• Experience implementing, maintaining, supporting, and administering MS Windows and MS Outlook; and maintaining and administering MS Windows Active Directory.
• Experience with Microsoft Office in an enterprise environment.
• Customer Service Focus.
• Self-Management.
• Communications.
• Commitment to fostering and supporting an environment that honors diversity, equity, inclusion, and environmental justice practices.
• Perform assigned duties in a manner consistent with applicable laws, regulations, and public records retention and requests are followed.
• DNR Core Competencies:
  • Personal Accountability
  • Value Others
  • Compassionate Communication
  • Inspire Others
  • Commitment to Excellence

Special Requirements and Conditions of Employment:

• This position works in an office environment and occasionally in an outdoor setting. Duties may require moving items up to 50lbs. This position is the only IT position in the region. Backup, either onsite or remote, is only obtained from our DNR IT Liaison or from IT staff in other regions.
• This position requires travel at least monthly or as needed. Travel is typically within the Region boundary and is completed within the workday.

A valid driver’s license and two years of driving experience.

Additionally, DNR requires state drivers to possess a license that is not suspended, revoked, or restricted (for example, Occupational/Restricted Driver Licenses or requiring ignition interlock devices).

This position requires driving as an essential function.

Finalists and/or interview candidates will be asked to provide a driving record from all states in which they have held a license during the past three years.

Desired Qualifications:
• Networks + Certification, A+ certification, Information Technology Infrastructure Library (ITIL) Foundations training, and Customer Service training.
• Knowledge of ITIL concepts and experience working under ITIL framework are desired.
Don’t let doubts stop you from applying for this position. At DNR, we value diversity and inclusion in our organization, and we are looking for the best person for the job. We are invested in acquiring the best and most innovative candidate for the job, and that candidate may be one from a less traditional background. It is important you consider and clearly communicate within your application materials how your education, volunteer work, life skills, and experience transfer to this position and the qualifications. If you have any questions about the qualifications, please contact us at DNRrecruiting@dnr.wa.gov. Don’t hesitate to apply!

Additional Information

Application Requirements: Failure to provide the listed documents may result in disqualification. If you have questions or difficulty attaching these documents, please contact DNRrecruiting@dnr.wa.gov.
• Apply online: at www.careers.wa.gov (Click on the APPLY button above).
• Letter of interest: describing your specific qualifications for the position and the position required, desired, and special requirements.
• Resume: that details your experience and qualifications.
• References: References are optional at the time your application is submitted. Finalists will be asked to provide a list of at least 3 professional references with current telephone numbers, including your current or most recent supervisor.
• Important: Do not attach any documents that include photos or private information (Social Security number, year of birth, etc.).
• Complete all supplemental questions.
• Candidates who move forward in the recruitment process may be contacted via email at info@governmentjobs.com with interview information/scheduling instructions. Please monitor the email listed in your application materials and check your junk email folder to ensure you receive those communications.
Questions? Please contact Jill DeCianne at jill.decianne@dnr.wa.gov/360-640-2405 or email us at DNRrecruiting@dnr.wa.gov.

Persons needing accommodation in the application/testing process or this job announcement in an alternative format may call (360) 522-2500 or email DNRrecruiting@dnr.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

About the Department of Natural Resources (DNR).
At DNR, we approach our work through the lens of making Washington a better place environmentally and are dedicated to serving Washington’s lands and communities through diversity, equity, and inclusion.
Our Vision – Our actions ensure a future where Washington’s lands, waters, and communities thrive.
Our Mission – Manage, sustain, and protect the health and productivity of Washington’s lands and waters to meet the needs of present and future generations.
Our Core Values:
• Safety and Well-Being —Our top priority is the safety of the public and our employees.
• Public Service —We value and respect the public we serve, and we value and respect the people of the Department of Natural Resources who step up to serve.
• Innovation and Creative Problem-Solving — We solve our state’s most pressing challenges through innovative thinking, dedication, and bold and creative vision.
• Leadership and Teamwork —We are committed to building leaders at all levels and building teams for success.
DNR provides excellent benefits, a few of which include:
• Commitment to organizational health and wellness
• Work/life balance
• DNR Employee Resource Groups (Diversity, Equity and Inclusion Council, Women’s Employee Resource Group, Veterans Employee Resource Group, etc.)
• Statewide Employee Business Resource Groups, visit here to learn more
• Leadership that empowers and supports employees
• Professional development opportunities
• Educational and career development aid
• Public Service Loan Forgiveness Eligibility
• Opportunities to participate in wildland fire suppression assignments
• A comprehensive benefits package includes employer contributions toward health insurance, paid holidays, retirement plans, sick leave, and vacation days. Visit http://careers.wa.gov/benefits.html for more information.
Additional Information:
This recruitment may be extended and used to fill future similar vacancies for up to sixty (60) days.

DNR does not use the E-Verify system. For more information, please visit www.uscis.gov.

Veterans wishing to claim Veteran’s preference, please attach a copy of your DD-214, NGB-22, or other verification of military service. Please black out your Social Security number before attaching it. We thank you and are grateful for your service!

Equal Opportunity Employer: The Washington State Department of Natural Resources is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, persons with disability, persons over 40 years of age, veterans, military spouses or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

Once you submit your online application, you can check your status by logging into your account. If you experience technical difficulties creating, accessing, or completing your application, call 360-664-1960 or 1-877-664-1960 or email CareersHelp@des.wa.gov.

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