Employer: State of Washington Dept of Agriculture
Job Description:
Apply early! This recruitment will remain open until filled. First review of applications is scheduled the week of November 14th!
AGRICULTURE - A Cornerstone of Washington's Economy
The Washington State Department of Agriculture has been serving the state for more than 100 years. Through service, regulation, and advocacy, we keep agriculture viable and vital in Washington State, while protecting consumers, public health, and the environment. We work extensively with farmers and ranchers, but our responsibilities – from ensuring food safety to environmental protection – touch the lives of millions of people locally, nationally, and abroad.
The agency includes 780 employees approximately and grows close to 1,000 employees at the peak of seasonal work. To learn more and view additional openings, please visit our Employment Page.
Our Information Technology Office is hiring an IT Service Desk Tier 2 to join the team!
Information Technology’s mission is to continually enhance our services to agency divisions, WSDA employees and ultimately the stakeholders of Washington while providing core IT services, network connectivity and software solutions in the most efficient and effective manner possible. We achieve our mission by identifying and resolving business challenges through the deployment of efficient software solutions, a secure and reliable network, and a Centralized Service Desk focusing on always delivering excellent customer service.
The IT Service Desk Tier 2 technician works within the Information Technology Division's Service Desk Group and provides agency-wide IT support. This position supports a centralized Service Desk model and strives to improve the delivery of public safety through secure, reliable, and efficient technologies. Accomplishing the WSDA mission and vision it is dependent on the ability of this position to ensure that Agency staff have access to new and current mission critical business systems, telecom systems, computer equipment and/or devices in order to perform their mission in addressing the many legislative directives, mandates, and rising demands of agricultural business in Washington State. This position applies advanced technical knowledge and skills to evaluate and resolve business applications, databases, telecommunication, and project and operation problems. This position troubleshoots and restores enterprise applications and hardware issues by analyzing, identifying, and diagnosing faults and symptoms, and implementing solutions directly with customers.
Why join WSDA?
The Department of Agriculture offers:
12 Paid Holidays, Leave & Vacation
A great total compensation and benefits package
Meaningful work for the State of Washington
Supported growth and development opportunities
A healthy work/life balance, which may include flexible work schedules, teleworking, and an Infants in the Workplace Program
For more information about the Washington State Department of Agriculture, visit us at www.agr.wa.gov.
Duties
Include, but not limited to:
Performs ITIL Tier 2 or higher (complex) issue resolution for incoming help requests from end users, including installing and upgrading software and hardware, network, configuring systems and applications.
Configures MS Exchange ActiveSync to enable users of mobile devices access to their email, calendar, contacts, and tasks from the agency's MS Exchange server.
Provides advanced technical support for business applications utilizing remote tools for field and home offices, such as but not limited to MS Remote Desktop, LogMeln, and Ivanti UEM (comparable to SCCM).
Resolves Local Area Network (LAN) and wireless network connectivity issues by utilizing advanced troubleshooting and following the OSI model, such as but not limited to resolving TCP/IP settings, utilizing command prompts to ping IP addresses, release and renew IP configurations, flush DNS, and perform trace routes.
Configures policies and mobile endpoints (smart phones and tablets) using a Mobile Device Management (MDM) solution to maintain control over the devices and adhere to OCIO security requirements.
Applies ITIL Service Operation practice by taking action to restore agency-wide interruptions in service due to incidents, working to pinpoint and prevent the recurrence of problems, and examining and analyzing service events to ensure business continuity.
Ensures continuous customer support and contact with customer.
Collaborates and builds new processes with all information technology, programs, vendors, and stakeholders. Identifies IT trends by analyzing new requirements, capabilities, and configurations that mall be applied to the organization to improve efficiency.
Acquires, deploys, and configures hardware such as, but not limited; desktops, laptops, tablets, smartphones, and peripherals and determines the quantity of equipment to order for the agency to meet current and future needs.
Acquires, deploys, and configures unique equipment such as GPS devices, card printers, ruggedized hand-held data collection and lab devices.
Maintains ArcGis, ArcGis Online and IForm licenses for multiple divisions.
Creates and manages detailed documentation in a ticketing system including, but not limited to, transpiring timelines, efforts, costs, events, and correspondence with customers/vendors.
LEAN. agency business processes by acting as the IT subject matter expert.
PISCES Subject Matter Expert for the Pesticide Management, Commodities, and Animal Services Divisions.
Tracks and routes application related issues and requests from end users and documents the results in the agency ticketing tracking system and knowledgebase.
Analyzes stakeholder's needs by assessing the current state of the business to identify and recommends improvements to define solutions.
Reviews vendor maintenance contract to ensure maintenance funds are allocated to the correct programs while within budget.
Qualifications
Who should apply?
Professionals with:
An Associate degree or higher in Computer Science; Information Technology OR completion of a two (2) year accredited vocational training program in information technology or related program (Working experience may be substituted for education year for year).
Five (5) years of information technology experience consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment.
Five (5) years of information technology experience directing projects and providing customer or technical support.
Demonstrated ability to effectively communicate, independently analyze, and weigh the risks verses benefits in decisions 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.
Experience providing first and second tier support in a Service or Help Desk environment.
A+ Certification or equivalent experience.
In addition to the above qualifications, the following desired knowledge, skills, and abilities will make your application more competitive:
Bachelor's Degree in computer science.
Experiencing providing Tier 3 support in a Service Desk environment.
Supplemental Information
How to apply:
You must complete your careers.wa.gov profile and answer the supplemental questions. In addition to completing the online application, and supplemental questions applicants must attach the following documents to their profile to be considered for this position:
· Current resume detailing experience and education
· A cover letter describing how you meet the specific qualifications for this position.
· Three professional references
By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed.
Applications with comments "see attachments" will be considered incomplete.
If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or email [email protected].
Should you have any questions regarding this position or the online application, contact the Human Resource Office at [email protected].
Prior to a new appointment into the Department of Agriculture, a background check including criminal record 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.
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. Applications received via e-mail will not be accepted in lieu of applying through the state's on-line recruitment system.
The Human Resources Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.
Veteran's Preference: Applicants who meet the minimum qualifications and wish to claim Veteran's Preference MUST attach a copy of their DD214, or other verification of military service. Please blackout any personally identifiable data such as social security numbers. For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here.
Military Spouse Preference: To take advantage of military spouse preference, you will have an opportunity to identify your status in the questionnaire. We thank you and are grateful for your service!
The Department of Agriculture celebrates our differences, and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws.
Persons with a disability, who need assistance with their application or need this announcement in an alternative format, may call 664-1960 or toll free (877) 664-1960. TTY users should first call 711 to access the Washington Relay Service.
Contact Person:
Location:
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Application Method: Apply Online
Base Pay: $65,988.00-$86,616.00 annually
