The Washington State Department of Agriculture services the people of Washington by supporting the agricultural community and promoting consumer and environmental protection.
The Washington State Department of Agriculture has an exciting opportunity available for a customer-focused IT professional to join our Service Desk Group, part of the Information Technology Division. As an Information Technology Specialist 2 (ITS2) you will be joining a small, cohesive team located in beautiful downtown Olympia, WA. To be successful in this positions, you will need to have excellent organizational and time management skills, as well as a bit of patience since you will be providing Tier 1 problem resolution, problem escalation, as well as technical consultation for the entire agency.
We are always searching for the brightest and best to join our team and are committed to fostering employee growth and development. We want to give you the chance to grow at Agriculture! In addition to the amazing career potential, we also offer a generous benefit package which includes 11 paid holidays, sick and vacation leave, retirement and insurance, health, dental, and vision coverage, tuition reimbursement, training classes, and much more.
For more information about the Washington State Department of Agriculture, visit us at www.agr.wa.gov
What you will be doing in this position:
Provide centralized service desk technical support, resolving system incidents and addressing end user needs accurately and efficiently. •Purchase, install, and configure enterprise, division, and end-user specific software and hardware.
•Provides technical advice and guidance relative to problems involving user interface, browser, hardware and supporting software.
•Troubleshoots and restores technical service and equipment troubles by analyzing, identifying, and diagnosing faults and problems.
•Identify, troubleshoot and escalate network and security issues.
•Follow standard Service Desk procedures to track, route, monitor and document resolutions for incidents and service requests using the agency tracking software.
•Utilizes ticket tracking system to escalate tier 2 and 3 issues, as well as monitors open tickets to ensure resolution.
•Build end-user sufficiency by coaching customers how to understand and use features and functionality of various programs, applications and hardware.
•Set-up and movement of IT equipment for new and existing employees including providing training on how to use the equipment.
•Develops resource reference material for agency employees such as the Service Desk online help website, self-service knowledgebase or SharePoint.
Problem Analysis and Reporting, ensuring that technology solutions are delivered consistently while keeping customers informed of progress and outcome. •Monitor system health using tools to proactively respond to system interruptions and slowdowns.
•Capture all agency service and application interruptions include cause and resolution information.
•Provides system outage and status communication to users; escalates according to established procedures.
•Analyze ticketing trends using reports in the ticket tracking system to identify potential process improvements or customer education opportunities.
Required Qualifications: •High School Diploma or GED equivalent.
•Two years of IT experience such as: ◦Consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment.
◦Providing customer or technical support in information technology.
•Demonstrated ability to effectively communicate, independently analyze and weigh the risks verses benefits in decision and recommendations.
•Demonstrated skill in delivering group presentations and the ability to present complex information in a way that is easily understandable to the audience.
•Demonstrated history of successful organization and time management skills.
Desired Qualifications: •Bachelor's degree in computer science, or equivalent combination of education and experience.
•A+ certification or equivalent experience.
•Advanced knowledge of HTML, SharePoint or other web development software.
•Experience providing first and second tier support in a Service or Help Desk environment.
In addition to the above, we are also looking for the following skills and abilities: •Communication – able to concisely and effectively interact with individuals through verbal or written word.
•Interpersonal Skills – ability to notice, interpret and anticipate others concerns and feelings, and to communicate this effectively.
•Models effective group process behavior, such as active listening, discussing, negotiating, rewarding, encouraging, and motivating.
•Responds to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict.
•Promotes cooperation within the work unit to achieve team goals.
•Considers the impact of decisions on coworkers and other organizational units.
How do I apply?
In addition to completing the online application, applicants must attach the following documents to their profile in order to be considered for this position:
• A letter of interest describing how you meet the specific qualifications for this position;
• A current resume detailing experience and education
The initial screening will be solely based on the contents and completeness of your application and the materials submitted. All information may be verified and documentation may be required.
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.
Applications with comments such as "see attachments" or "N/A" in the supplemental question responses will be considered incomplete.
General suggestions for creating a good application packet: •Read the job posting very carefully. Find out as much as you can about the position.
•Make sure you are very diligent in following all the application instructions. Include all requested documentation.
•Make sure your application and supplemental question responses address how you meet each of the required and desired qualifications.
•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'.
•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.
•Make sure your application reflects your best writing.
If you are unable to apply on-line, please contact Lyndsey Beaupre, Recruiter, at (360) 902-2020 or email@example.com. Please include your last name and the position title in the subject line of your email.
The final candidate will be required to successfully complete a criminal history background check prior to employment. Information received from the background check does not automatically make a candidate ineligible for employment.
The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.
The State of Washington actively supports diversity in the workplace and is an equal opportunity employer. Applicants who need assistance in the application process or who need this announcement in an alternative format may call (360) 902-2020 or the Telecommunications Device for the Deaf at 800-833-6388
Location: Olympia, WA
Application Method: Online
Base Pay: DOQ