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It Customer Support Specialist - Olympia

Company

State of Washington Dept of Children, Youth, and Families
Address , Olympia, Wa
Employment type FULL_TIME
Salary $4,758 - $6,400 a month
Expires 2023-06-10
Posted at 1 year ago
Job Description
Description


The Department of Children, Youth, and Families (DCYF) was created to be a comprehensive agency exclusively dedicated to the social, emotional, and physical well-being of children, youth, and families regardless of race, ethnicity, sexual orientation, or other socioeconomic factors. We believe our workforce should reflect the communities we serve, and are actively searching for candidates that reflect that diversity.

If you have experience providing technical support, and excellent customer service skills, we want to hear from you! Our vision is that "All Washington's children and youth grow up safe and healthy-thriving physically, emotionally, and educationally, nurtured by family and community."

The Opportunity:

As a customer support specialist on the Service Desk, you will have the opportunity to assist all agency staff and satellite locations interacting with DCYF services, and provide front line IT computer support. In this Hybrid position, you will be focusing on first call resolution, while using root-cause analysis and trouble-shooting to solve IT issues. If you are a technical expert who thrives off supporting others, this may be the career choice for you.

Some of what you will get to do:
  • Reset passwords for various user accounts across software and systems.
  • Install, configure, and troubleshoot Microsoft Windows and Microsoft Office.
  • Install, configure, and troubleshoot various Adobe products including Acrobat and Creative Suite.
  • Support internal and external client applications and services used by DCYF staff (ex. fiscal, human resources, etc.).
  • Responsible for ensuring support tickets are resolved at the Service Desk with a 60% success rate and referring to specialist when needed.
  • Troubleshoot wired and wireless network connectivity issues.
  • Troubleshoot basic hardware support.
  • Provide technical assistance to non-technical users while maintaining a high level of customer service.
  • Troubleshoots network accessibility of all external users.
  • Analyze the DCYF IT Security (90) day policy and inactivate users determined to have not accessed the Famlink system during that time.
  • Support custom internal client-server applications (with adequate training).
  • Troubleshoot Microsoft Office Suite.
  • Assist with setup and relocation of desktop hardware and workspaces.
Ways you can qualify (pick one):
  • Four years of progressive experience, training or formal education in information technology, which may include: analyzing, designing, installing, programming, and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment or providing customer or technical support in information technology.
  • A Bachelor’s Degree with a focus on Information Technology fields.
In addition to those required qualifications, our ideal applicant will also have some or all of the following:
  • Experience with modern, supported versions of all Microsoft Windows and Office versions/features.
  • Experience with imaging/deployment technologies and installing client operating systems.
  • Experience in Microsoft Windows operating systems, Microsoft Office productivity software and troubleshooting desktop issues.
  • Minimum of two (2) years of information technology support experience.
How do I apply?

Complete your applicant profile and attach the following documents:
  • Letter of interest describing how you meet the specific qualifications for this position
  • Current resume detailing experience and education

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 prior to attaching.

Supplemental Information:

**Per Governor Inslee's Directive 22-13.1 (Download PDF reader) state employees must be fully vaccinated against COVID-19. Please note that any offer of employment is contingent upon you providing verification of your vaccine status, having an approved medical accommodation, or having an approved religious accommodation. No start date will be approved until you have either verified your vaccine status or have an approved accommodation**

Prior to a new hire, a background check including criminal history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

This position is covered by a collective bargaining agreement.

The initial screening will be based on the content and completeness of your application and the materials submitted. All information may be verified and documentation may be required. Applications with comments such as "see attachments" or "N/A" in the supplemental question responses will be considered incomplete.

DCYF is an equal opportunity employer and supports equity, diversity, inclusion and respect.

Need accommodation throughout the application/interview process? Unable to apply on-line? Contact the Recruitment team at [email protected] or (360)798-3369 or the Telecommunications Device for the Deaf at 800-833-6388

Experiencing technical difficulties creating, accessing or completing your application? Call NEOGOV toll-free at (855)524-5627 or email [email protected].
General suggestions for creating a good application packet:
  • Make sure your application reflects your best writing.
  • Read the job posting very carefully. Find out as much as you can about the position.
  • Make sure your application and supplemental question responses address how you meet each of the required and desired qualifications.
  • Make sure you are very diligent in following all the application instructions. Include all requested documentation.
  • Specifically include all of your work experiences doing the same or similar work, especially if you reference work in these jobs in describing when/where you gained proficiency level skills.
  • Carefully read each of the supplemental questions and respond completely to each one. Pay careful attention to each component of the question, providing examples, and thoroughly describing when and where you achieved the proficiency level, and detail the types of work you performed, the work products, etc., to demonstrate 'how'.

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