IT Service Desk Technician – COVID-19 Project (DOH5058) - Tumwater, WA

Employer: Washington State Department of Health

Job Description:
IT Service Desk Technician – COVID-19 Project (DOH5058)
Salary: $5,459.00 - $6,991.00 Monthly
Location: Thurston County – Tumwater, WA
Job Type: Project (limited duration)
Department: Dept. of Health
Job Number: DOH5058
Closing: 8/19/2020 11:59 PM Pacific

IT Customer Support (Journey):
This position is part of a team that is responsible for the implementation and management of various systems and the data that supports the Department of Health and statewide response to the COVID-19 pandemic. These systems impact the general public, local health jurisdictions, laboratories, hospitals, clinics, and the Centers for Disease Control and Prevention. The team will be working with various vendors and other state agencies as necessary to support this work.

This position functions as the primary support position within the Health Technology Solutions IT Service Desk providing independent and specialized technical support of end-users permissions, access, and customer support for the CREST application, WA HEALTH, QR Portal, and more.
CREST supports the operational needs of the agency to respond to the evolving COVID-19 pandemic. This program supports traditional surveillance, informatics, case, and contact investigation activities.
WA-Health tracks available hospital beds throughout the state.
QR Portal is a web portal for data entry of case and contact investigation results for easily accessible metrics on COVID-19 related findings to increase transparency and public knowledge.

Using remote administration tools, this position resolves complex enterprise problems, incidents, and requests that are escalated by other technicians. This position will understand and discuss the application and implications of agency changes to processes, policies, and procedures in the assigned area of responsibility. You’ll have the opportunity to apply new technology, learn to operate and maintain new technology, and design or assist in transitions.

This position is also responsible for supporting the ServiceCentral Intake Workflow, Problem Management, Incident Management, Request Fulfillment, and vendor change management for staff and customer-initiated work requests. Work is highly independent.

The Office of IT Operations (ITO) is one of four major offices within HTS consisting of Technology Support Services IT Service Desk, Server Operations and Enterprise Support, and Network Operations. These teams provide support for the agency’s mission-critical, business essential, and back-office systems that service agency staff, external customers, and citizens.

This project position is currently funded through December 30, 2022.

Note: Under the Governor’s Directive, 20-08, this position will be subject to one furlough per month beginning August 1, 2020, through November 30, 2020.

About the Department of Health:
Washington State Department of Health (DOH) works with federal, state, tribal, and local partners to help people in Washington stay healthy and safe. Our programs and services help prevent illness and injury, promote healthy places to live and work, provide education to help people make good health decisions, and ensure our state is prepared for emergencies.

Benefits of Working for DOH
Washington is America's Top State according to U.S. News (2019) and provides one of the most competitive benefits packages in the nation.

Tumwater is a vibrant city just south of Olympia, the state's capital, with a small-town feel conveniently situated between Seattle and Portland. Tumwater enjoys the benefits of an engaged and educated community and a well-supported school system, with two universities and a community college within a ten-mile radius.

DOH offers:
A healthy life/work balance by offering flexible schedules and telework options for many positions.
Growth and development opportunities.
A wellness program that offers education, access to healthy food, and fitness classes.
Opportunities to serve your community through meaningful work.
A commitment to diversity and inclusion by fostering an inclusive environment that encourages all employees to bring their authentic selves to work.
An Infant at Work Program that is based on the long-term health values of breastfeeding newborns and infant-parent bonding.
A modernized workplace.

Required Qualifications:
Option 1:
Bachelor’s degree in information technology or a closely related program.
Four (4) Years (full-time equivalent) of recent (within the past 6 months) information technology experience in information technology-related activities such as testing, installing, maintaining, supporting, and/or averting current hardware/software system failures on client applications, hardware or software products.
Option 2:
An Associate’s Degree in information technology or a closely related program.
Six (6) Years (full-time equivalent) of recent (within the past 6 months) information technology experience in information technology-related activities such as testing, installing, maintaining, supporting, and/or averting current hardware/software system failures on client applications, hardware or software products.
Option 3:
Eight (8) years (full-time equivalent) of recent (within the past 6 months) information technology experience in information technology-related activities such as testing, installing, maintaining, supporting, and/or averting current hardware/software system failures on client applications, hardware or software products.
AND
Four (4) years experience with Service Now or similar IT Service Management platform.
Four (4) years of advanced knowledge working with Excel and other Microsoft Office applications.
Three (3) years of experience working with a support knowledge base.
ITIL V3 Foundations Certification within the 1st year of employment.

Desired Qualifications:
Experience creating knowledge documentation for a range of IT skill levels.
Demonstrated interpersonal skills including communications, facilitation, effective meeting management, agenda development, and strong verbal and writing skills.
Seven (7) or more years as a leader, serving a diverse team of IT professionals who provide IT services to a customer base of 1000 or more business staff.
Lean Training Certification
Other IT Certifications (Microsoft, Cisco, CompTIA, etc.)

Application Process:
Intrigued? We’d love to hear from you. Click "Apply" to submit your detailed application profile along with the following:

A letter of interest, describing how you meet the specific required and desired qualifications for this position.
A current resume.
Three (3) or more professional references, to be included in your profile. Please include at least one supervisor, peer, and (if you have supervised staff) a subordinate.

Important Note: Do not attach documents that contain private information (social security number, date of birth, transcripts, etc.) or documents that are password protected. These documents will not be reviewed and may cause errors within your application when downloaded. Veterans, please feel free to attach a copy of your redacted DD214.”

The Washington State Department of Health (DOH) is an equal opportunity employer. We strive to create a working environment that is inclusive and respectful. It is our policy to prohibit discrimination based on race, sex, color, national origin, religion, sexual orientation, gender identity, age, veteran status, political affiliation, genetics, or disability in the recruitment, selection, and hiring of our workforce.

This is a position covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.

Conditions of Employment/Working Conditions
With or without accommodation, I am willing and able to:

Legally operate a state or privately owned vehicle or provide alternative transportation.
Occasionally work more than 40 hours per week and/or to adjust normally scheduled hours, which may include evening and weekends.
Occasionally travel throughout the state (including rural areas) which may include overnight stays.
Move object weighing up to 40 pounds

If you have questions, need alternative formats or other assistance please contact Zach Covington at (360) 236-2406, Zach.Covington@doh.wa.gov, or TDD Relay at 1-800-833-6384 or 711 (Washington Relay). Technical support is provided by neogov, 855-524-5627 (can’t log in, password or email issues, error messages).

Contact Person:
Phone:
Email:
Location: Tumwater, WA
Application Method: Online: https://www.governmentjobs.com/careers/washington/jobs/2836090/it-service-desk-technician-covid-19-project-doh5058?page=9&pagetype=jobOpportunitiesJobs
Base Pay: $5,459 - $6,991 MO

Posted on August 17, 2020

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