Support Desk Coordinator - Lacy, WA

Employer: Department of Ecology

Job Description:
Keeping Washington Clean and Evergreen
Protecting Washington State's environment for current and future generations is what we do every day at Ecology. We are a culture that is invested in making a difference. If you want to join a team that is highly effective, collaborative, has leadership that embraces the value of people, and believes in the fun factor, then Ecology is a good fit.

The Department of Ecology's Information Technology Services Office (ITSO) is currently looking to fill a Support Desk Coordinator (IT Support Technician 1) position. This position will be located in our Headquarters (HQ) Building in Lacey, WA.

The Support Desk Coordinator position independently provide immediate and in-person support for the Business Technology Services Center (BTSC) customers by handling incoming requests, documenting the request or issue, triaging and resolving them or assigning them to technicians for completion. This position acts as the liaison between customers and BTSC staff. The position is responsible for ticket creation and monitoring, managing the ticketing queue and monitoring progress on assigned ticket, phone monitoring, and initial basic troubleshooting of desktop technology systems at Ecology's Lacey facility. This role also processes Move/Add/Change forms (MACs). The position uses a blend of customer support and IT technical skills to keep all the IT systems operational and answer requests for technical help.

We are looking for applicants who possess excellent communication skills, have attention to detail and the ability to quickly assess a situation and can communicate with a diverse customer base. The ideal candidate will possess excellent customer service, organizational, typing, and phone skills.

As an agency, our mission is to protect, preserve and enhance Washington's environment for current and future generations. We invest in our employees to create and sustain a working environment that encourages creative leadership, effective resource management, teamwork, professionalism and accountability.

To learn more about The Department of Ecology, please visit our website at www.ecology.wa.gov and follow, like or visit us on LinkedIn, Twitter, Facebook, Instagram or our blog.

Local efforts... Diverse people... Statewide impacts

DUTIES:
Agency Mission: Ecology's mission is to protect, preserve and enhance Washington's environment and to promote the wise management of our air, land and water for the benefit of current and future generations.

Program's Mission: The Information Technology Services Office (ITSO) is the central provider of strategic and tactical support for the use of Information Technology (IT) within Ecology. The mission of ITSO is to create and support useful technology services that adapt for the future and support Ecology's mission.

Unit Objectives: The Business Technology Services Center (BTSC) provides timely technology based support to the Ecology staff in the form of computer system deployments, repairs, user setup, software installation, hardware & software troubleshooting, asset tracking, AV Support, and Printer Support.

Some of the key work activities for the Support Desk Coordinator include:

This position will serve as the primary contact for the IT support desk by responding to walk-ups, answering phone calls and emails and converting those into tickets for technicians to resolve. This candidate is the face of our support team. This candidate will coordinate requests for software and hardware support, maintenance, repair, new software installs, network connectivity and server access, and internet and email access support.

What is this position expected to accomplish?
This is a new position created to improve the customer experience by quickly responding to requests for support that come in to the support desk.

What kinds of problems does this position get to solve?
This position will assist with basic IT support issues that can be resolved over the phone. This position will escalate more complex issues to the rest of the team for resolution. This position improves customer response time, reduces call wait time, and streamlines intake process for support requests.

Why would someone be interested in this job?
This position is a great opportunity to develop and expand IT and customer support stills. Service support is the foundation upon which almost all other information technology jobs are built. This position provides understanding of the IT service delivery process.

Schedule expectations for the position:
This position is scheduled to work from 8am - 5pm Monday through Friday, working with the support team and customers. The work environment consists of working at a desk using a computer and phone for hours at a time.



Please do NOT include your salary history. Wage/salary depends on qualifications or rules of promotion, if applicable.








QUALIFICATIONS:



Required Qualifications:

A High school diploma or equivalent AND one (1) year (full-time equivalency) of experience working in an office environment providing assistance to clients/customers regarding inquiries, complaints or problems.

The one (1) year of experience should include the following:◦Experience using MS Word, Excel and Outlook.
◦Experience entering, maintaining, and extracting data from databases.
◦Working in an environment where your responsibilities increased over time.

Desired Qualifications: •An Associate's degree.
•Two (2) years working within IT environment providing assistance to clients/customers regarding inquiries, complaints or problems.
•Able to demonstrate experience in the following: ◦Multitasking administrative duties and working positively and effectively with diverse populations.
◦Excellent organizational skills and attention to detail.



Why work for Ecology?

Joining Ecology means becoming a part of a team committed to protecting and restoring Washington State's environment.

A career in public service allows you to help solve some of the most challenging problems facing our state, while keeping the health and financial security of you and your family a priority. We combine one of the most competitive benefits packages in the nation with a strong commitment to work/life balance.

Ecology employees may be eligible for the following:
Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave*, 11 Paid Holidays per year*, Public Service Loan Forgiveness, Tuition Waiver, Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives, Combined Fund Drive, SmartHealth

Student debt and how working for Ecology can help
Employees may be eligible for the Public Service Loan Forgiveness (PSLF) Program, which forgives the remaining balance on your Direct Loans after you have made 120 qualifying monthly payments under a qualifying repayment plan while working full-time for a qualifying employer. See https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service for more details.

*See the Benefits tab in this announcement for more information






SUPPLEMENTAL INFORMATION:



Application Instructions:

In order to be considered, applicants MUST include the following documents as an attachment to their application:
•A cover letter describing how your experience, skills and abilities meet the required qualifications of this position.
•A resume outlining your professional experience.


Please do NOT include your salary history. Wage/Salary depends on qualifications or rules of promotion, if applicable.

Please complete the applicant profile when applying for this position.

Department of Ecology employees, please make sure to answer the agency-wide questions regarding permanent status as a classified employee within the Washington General Service or Washington Management Service. Do not forget to select Department of Ecology as a response to question 2, and type your personnel ID number for question 3. If you are not sure of your status or do not know your personnel ID number, please contact Human Resources at (360) 407-6186.

If you are reading this announcement in print format, please visit www.careers.wa.gov to access the online recruitment system. Click on "Look for Jobs" and select Dept. of Ecology under the "Department" search list. Click "Apply Search."


Other Information:

If you need assistance applying for this job, please e-mail careers@ecy.wa.gov. Please do not send an email to this address to follow-up the status of your application. You can view the latest status of your application on your profile's main page.

If you have specific questions about the position, please email Mark Holm at: mark.holm@ecy.wa.gov. Please do not contact Mark to inquire about the status of your application.

The act of submitting application materials electronically is considered affirmation that the information is complete and truthful. The state may verify this information and any untruthful or misleading answers are cause for rejection of your application or dismissal if employed.

This position is included in the Washington Federation of State Employees (WFSE) union bargaining unit for the Department of Ecology.


Contact Person:
Phone:
Email:
Location: Lacy, WA
Application Method: Online
Base Pay: $3,198 - $4,161 MO

Posted on December 17, 2019
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