IT Support Technician

Full Job Description

Are you ready to take your Tech and Customer Service talent statewide? If so, apply today!

Requirements

As an IT Support Technician team member, providing technical assistance for the Department of Licensing DRIVES/PRFT users both internally and externally.

Sharing your expertise with the larger team, you will ensure customer satisfaction and understanding of our Information Services policies and procedures.

Your diligent work will enable our headquarters, driver licensing offices, vehicle licensing offices, and sub-agent offices to serve the public effectively.

In this team, day-to-day will consist of installing, configuring, troubleshooting, and supporting commercial and in-house software applications and other essential technology.

Your technical abilities and responsiveness will help keep our operations running smoothly across the state. Some of the things you will do:

• Support and complete approved security change requests, security tickets, and first-tier SQRs.
• Work with access coordinators and document progress within DOL ticketing system.
• Provide quality customer service to DOL staff and contractors via phone, email, and other communication routes.
• Follow DRIVES production support processes and escalate requests when necessary.
• Support lifecycle management of DRIVES Security and Help documentation following the support team standards.
• Train team, business users, and other internal DOL customers on submitting and processing requests.

Qualifications

What you will bring to the role:

• Two (2) years of experience in the following:
  • Information technology related activities like troubleshooting, system use, and customer support extensively using software systems with hands-on experience to meet the business needs and issues reported.
  • Creating, supporting, or using documentation and records management.
  • Helping customers in a fast-paced work environment.
• The ability to:
  • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
  • Promote and support a respectful, equitable, and inclusive workplace for all employees.
  • Promote and support respectful, equitable, and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

Experience can be obtained concurrently.

What may set you apart:

• Any IT Certification such as Comp TIA A+ and CompTIA Network +
• Any higher-level degree of education related to relevant IT fields such as Computer science, Information Technology, IT Security, or a related field.
• Experience with Washington State Government Information Services policies, rules, and standards.
• Work experience in the DRIVES application.
• Business Knowledge of:
  • Prorate Fuel Tax
  • Drivers Licensing
  • Vehicle and Vessel Licensing

Additional Requirements of Employment:

• This position will operate largely remotely, but will require visits to the Olympia, WA office at times as business needs require. At least a 24-hour notice would be provided should the need arise.
• Prior to a new hire, a pre-employment screening, including criminal record history, will be conducted. Information from the pre-employment check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

Additional Information

• Select the Apply button at the top of this job announcement.
• Attach:
  • A cover letter explaining your experience as it relates to this position and why you are interested in this opportunity.