Service Desk Lead - IT Customer Support - Senior Specialist

Full Job Description

The Department of Revenue (DOR) Information Services division is recruiting for an IT Customer Support Lead (IT Customer Support – Senior/Specialist) eager to join our Customer Services organization.

This position shares similar responsibilities for the daily operations of our Service Desk along with a second IT Customer Support Lead.

This lead position provides expertise for DOR end-user computer environment.

Using advanced knowledge and understanding of IT practices and business processes to deliver next-level technical and organizational leadership for escalated requests and to ensure service delivery to customers.

Who we are: This is an opportunity to work with dynamic, supportive teams: we value the open exchange of ideas and information, work together to solve problems, and continuously seek ways to enhance usability and improve customer service.

We believe that the success of one is key to the success of all and strive to ensure a cooperative and supportive environment.

Who you are: You are someone who actively contributes to group success through constructive feedback, ideas, and suggestions.

You enjoy continuous learning, sharing knowledge and skills, and find satisfaction in helping others grow.

You must be able to quickly adapt and adjust priorities and respond to the evolving needs of a diverse set of end users, including tax policy specialists, revenue agents and auditors, excise tax examiners, and tax administrators, who use complex technology tools to perform critical revenue collection functions for state and local agencies

Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused on achieving the agency's goals.

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds, including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans.

This unique culture of respect promotes a professional family of cohesive groups, maximizing potential through opportunity.

We offer a generous benefits package that includes defined benefit retirement plans, health, dental, and vision coverage, and deferred compensation plans.

Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.

Requirements

In this role, you will provide technical leadership and expertise to the technical team that supports our staff using DOR workstations, applications, and systems. Providing Tier 3 troubleshooting and resolution for escalated problems from 14 technology support positions who support approximately 1800 end-user devices used by 1300 staff across the state and nation. This position also recommends new end-user technologies and ensures seamless integration between complex technologies.

Our IT Customer Support Lead can expect to:

• Serve as an escalation point for troubleshooting and resolving highly complex end-user technology systems, including installing, testing, validating, and recommending solutions for end-user computing technology information systems.
• Mentor junior staff on additional troubleshooting steps to resolve issues while building their knowledge, skills, and abilities.
• Use advanced technical knowledge, skills and abilities to resolve escalated or complex technology issues and implement out of box solutions as needed.
• Participate as a technical team member or lead on agency project efforts.
• Ensure IT service delivery needs are represented on agency-wide projects.
• Develop the processes that govern the disposition of all equipment to ensure it is properly disposed of and documented.
• Keep up with current and new developments in information technology.

Qualifications

The ideal candidate will possess the following knowledge, skills, and abilities, as well as a demonstrated ability in the following areas:

Technical Problem-Solving

• Diagnosing complex technical issues efficiently.
• Implementing long-term solutions rather than temporary fixes.
• Communicating findings clearly to technical and nontechnical audiences.

Scripting & Automation

• Developing complex scripts to automate administrative tasks.
• Troubleshooting and enhancing existing automation.
• Translating technical requirements into a scalable scripting solution.

Inventory & Asset Management

• Maintaining accurate inventory records and asset controls.
• Conducting audits and ensuring compliance.
• Using data to forecast needs and reduce operational waste.

Service Desk Leadership

• Leading service desk operations and ensuring SLA adherence.
• Mentoring technicians and building team capability.
• Managing escalations and driving process improvements.

Preference may be granted to applicants who possess:

• A bachelor’s degree or higher, AND six years of experience in Information Technology with a minimum of 4 years continuous, dedicated, and professional end-user technology solutions work experience.
• One year of experience supervising or leading IT professionals providing customer service, including troubleshooting, problem resolution, installation and maintenance of end-user technology solutions.

To be considered:

• Complete your online application in detail.
• Attach a cover letter explaining your knowledge, skills, abilities, and desire for this position.

*Note - Incomplete applications and applications received without the requested attachments may be disqualified.* To take advantage of Veteran's preference, please attach your DD-214, member 4 long form, or your NGB-22.

Please black out your Social Security number and date of birth before attaching.

Questions?

Hello, my name is Patrick and I will be assisting with this announcement. As a 20-year Army veteran, I understand the difficulty of finding an enjoyable career with a work-life balance.

At Revenue, we pride ourselves on connecting talented individuals with opportunity and would like to answer any questions you have.

Please contact any part of the Staffing team at Jobs@dor.wa.gov or give me a call (360) 704-5738.

Additional Information

The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.

This position has been designated as having access to Federal Tax Information (FTI) provided by the Internal Revenue Service (IRS). In order to access this information you will need to:

• Comply with the FTI background check requirements consisting of:
  • FBI National background check (fingerprinting required)

This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).

The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.

If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.