IT Customer Support - Senior/Specialist

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 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. This position oversees the Mobile Office Platform (MOP) Support Team’s direct support to the WSP’s mission, vision, values, and goals as well as the Information Technology Division’s mission to provide exceptional support, and continually strive to improve the delivery of public safety services through secure, reliable, and efficient technologies.

Requirements

The Mobile Office Platform (MOP) System Support Supervisor oversees the work of eight information technology professionals who ensure the goals of the program are met. Additionally, this position serves as the lead technical expert for MOP. The main purpose of this position is to conduct and coordinate the installation of digital cameras, computers, and ancillary devices in patrol vehicles. This position ensures hardware and software issues are handled as expeditiously as possible to minimize a user’s downtime.

Our new teammate will be able to:

• Supervise the Mobile Office Support (MOP) unit.
• Acts as a technical resource to the technicians.
• Sets goals, objectives and expectations and completes evaluations as required.
• Installs and configures Mobile Office Platform (MOP) hardware and software in patrol vehicles.
• Performs setup and configuration and troubleshooting of MOP system hardware and software in a variety of patrol.
• Configures both the wireless and air card connections to the agency network.
• Using advanced administrative rights, configures, troubleshoots and installs updated applications and operating systems on all mobile devices within the geographic area.
• Provides technical expertise and support services for major systems, databases, and/or information technology projects that impact mission critical agency programs.
• Uses broad technical and specialized knowledge of the agency's mission and business needs to successfully support customers.
• Coordinates with Infrastructure Operations (IO) to create, test, troubleshoot, modify, and maintain computer images used on WSP devices.
• Directs the movement of IT equipment including, but not limited to: Computers, scanners, printers, laptops, batteries, hard drives, in-vehicle camera systems, mobile routers and monitors.

Qualifications

Required Qualifications:

• At least six (6) years of relevant information technology experience, such as:
  • Help desk/desktop support
  • IT program/project management
  • Supervising staff that performed work in any of these areas

At least two of the six years must have been in a customer service environment providing technical support to customers, troubleshooting and resolving IT hardware and software issues, and utilizing a help desk ticketing system, or supervising staff that performed this work.

ORAn Associate's degree or higher in Computer Science or Information Technology and a minimum of three (3) years of working experience in an IT Customer Support enterprise environment, military or DoD role.

• Three (3) years’ experience in the support and use of the following technologies/software:
  • Microsoft Windows 10 or higher operating systems
  • Microsoft Office products
  • Wireless devices
  • Network connectivity
  • Smart device technology
  • Enterprise Mobility Management technology
• The ability to supervise staff and/or management experience with persons hired, evaluated, and disciplined.
• Demonstrated skills in at least two of the following:
  • Leading, managing, coaching, and mentoring technical and/or business/professional staff
  • Strategic planning and organizational development
  • Communicating effectively across a broad range of personnel and management levels
  • Learning new and complex information quickly
  • Written and oral communication
• One year experience in electronic wiring concepts and use of basic hand tools for small electronics repairs.

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