IT Customer Support - Journey

Full Job Description

WSLCB Vision
Safe communities for Washington State

Mission
Promote public safety, public health and trust through fair administration and enforcement of liquor, tobacco, cannabis and vapor laws

This recruitment will close on April 15, 2026, please submit an application on or before April 14, 2026. The hiring authority reserves the right and may exercise the option to make a hiring decision at any time. We encourage all to apply as early as possible.

Who we are

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws.

We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data-driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our work. This includes a commitment to our workforce and external stakeholders.

It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve.

We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs.

As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network; Veteran Employee Resource Group; Latino Leadership Network, Blacks United in Leadership and Diversity; Disability Inclusion Network; Washington Immigrant Network; Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network; Supporting our Voices, Empowering Rights, and Engaging Indigenous Governance; and Interagency Committee of State Employed Women.

The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Customer Support - Journey position at Olympia, WA. This position reports to the Chief Information Security Officer in the WSLCB's Information Technology Services Division (ITSD).

The position serves and complements the WSLCB's mission and goals by advancing public safety and supporting compliance through technology by improving end-user technologies services and equipment in support of the agency’s mission of safer communities for Washington State.

This position provides guidance to lower-level staff on complex issues relevant to desktop computing and customer service support.

In this role, you will provide expert technical support for all agency desktop and laptop computers, mobile devices (i.e., tablets, smartphones), and audiovisual equipment.

This position proactively manages computers to minimize downtime for WSLCB staff members.

You will be responsible for configuring the automated system (MECM/Intune) that deploys software and updates to agency computers.

You will also be creating and maintaining current standard computer configurations (images) and applying group policies used on all agency computers.

If you have an interest in providing expert technical support for all agency desktop/laptop computers and other devices as well as configuring systems for updates, we encourage you to apply to be a part of the WLSCB team!

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
• Employee Assistance Program - a confidential program created to promote the health, safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarters Building in Olympia)

Infants at Work Program to promote parent and infant bonding, parental well-being, and healthy infant development.

Depending on your job duties, work location, and supervisor approval, eligible employees who are new mothers, fathers, or legal guardians can bring their infant (six weeks to six months) when they return to work.

• Free parking

Requirements

Some of the duties you will perform are:

• Administer and configure the automated software delivery system known as Microsoft Endpoint Configuration Manager (MECM) and the desktop portion of Intune.
• Implement alternate MECM/Intune software and update installation methods in locations with unique constraints.
• Using programming’s such as VBScript, PowerShell, and others, configure software and software update installations to meet agency needs that include installation during off-work hours, no reboot required, minimum customer interaction, and assurance of prerequisite software installation.
• Schedule software and update installations, communicating with the affected customers 2 weeks, 1 week, and 1 day before the scheduled installation.
• Work with business software owners to keep PC software versions up to date to ensure software works efficiently with current operating systems and security.
• Create and maintain a standard PC configuration (image) for each PC model used throughout the agency to ensure consistency for troubleshooting and usability.
• Research and make recommendations to ITS Management for standard and exception PC models for purchase.
• Update the configuration at least quarterly to keep the standard configuration working efficiently and minimize customer downtime.
• Research and make recommendations to the Chief Information Security Officer for implementation of other computer configurations (group policies) applied throughout the agency by automated tools (MECM/Intune and AD).

Working remotely and physically at the PC, diagnose and resolve known and nonrecurring complex technical incidents and issues associated with applications software, operating systems, computer hardware components, and the integration of those on desktop and laptop computers.

Work includes isolating, troubleshooting, researching, and formulating a fix to resolve the issues.

This work includes contacting vendors and WaTech to gain information about the systems and resolve the issues in a timely fashion.

Troubleshooting often involves using system tools such as Active Directory Users and Computers, antivirus console, Microsoft Endpoint Configuration Manager (MECM) and Intune, Event Logs, Group Policy Editor, Orion network monitoring, remote desktop, etc.

Issues are often a result of the integration of multiple systems or multiple software components such as java interacting with other software or software failures because of hardware components.

• Understand and can demonstrate a professional working knowledge of IT principles, concepts, and methodology to apply advanced technical knowledge to incident management and escalation procedures.

Qualifications

Required Qualifications:

An Associate's degree or higher in Information Technology, or completion of an accredited vocational training program in an Information Technology or related program in information technology analysis, system maintenance, or troubleshooting/ problem resolution experience, or analyzing, designing, or programming computer systems applications or databases.

OR

Three (3) years of demonstrated professional experience in information technology analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or telecommunications or network infra-structure equipment, or providing customer or technical support in information technology.

AND

A minimum of three (3) of experience with enterprise (Microsoft Endpoint Configuration Manager) MECM/Intune administration. Must have experience installing, upgrading, and configuring the system to include:

• Troubleshooting using system logs and tools.
• Deployment of patches and software.
• Setting permissions for role-based security.
• Creating test groups as part of deployments.
• Setting standards, processes, and procedures.

AND

Five (5) years of desktop & mobile device support experience including board level, hard drives, video and network adapters, and disparate network configurations.

AND

Recent experience creating Visual Basic (VB), PowerShell scripts, and other scripting tools.

Required Competencies:

The ability to take action to learn and grow

This equity competency identifies people who are curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others

This equity competency identifies people who are flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

Preferred/Desired Qualifications:

• A Bachelor’s degree or above from an accredited college or university in Information Technology, Computer Science, Information Systems, or related field.
• Three (3) years of experience creating and installing current and one previous Windows operating system desktop and laptop configurations (images).
• Microsoft Certified Technology Specialist Administering and Deploying System Center 2016 Configuration Manager.

If you are excited about this role but not sure if your experience aligns perfectly with every qualification in the job description, we encourage you to apply. At the Washington State Liquor and Cannabis Board, we are dedicated to building a diverse and authentic workplace centered in belonging. You may just be the needed candidate for this or other roles.

Additional Information

IMPORTANT: To be considered for this position, you MUST include the following, failure to do so will result in your application being disqualified:

1. Completed online application.
2. Current Resume.
3. Letter of Interest describing how you meet the specific qualifications for the position.
4. Three professional references to include a current or recent supervisor with email addresses and phone numbers.

The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.

All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability. You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email hrjobs@lcb.wa.gov or call (360) 664.1674. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.