IT Customer Support-Entry - Yakima, WA

Employer: Washington State Department of Agriculture

Job Description:
The IT Customer Support Entry position works within the Information Technology Division's Service Desk Group and serves as a single point of contact for desktops, telephony systems and mobile devices support to the agency. This position also supports the development of a centralized Service Desk model.

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

Some of what you will be doing:
Purchase, install, configure enterprise, division and end-user specific software and hardware.
Provide technical advice and guidance relative to problems involving user interface, browser, hardware and supporting software.
Troubleshoot and restore 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 ticketing system tracking software.
Utilize ticket tracking system to escalate problems to tier-2 or tier-3 support.
Monitor customers problem tickets to ensure resolution.
Build end-user sufficiency by assisting customers to understand and use features and functionality of various programs, applications and hardware.
Instructs customers on the proper use of passwords.
Set-up IT equipment for new employees, including providing training on how to use the equipment
Move IT related equipment when employees are moving from one workstation to another.
Develops resource reference material for agency employees such as the Service Desk online help website, self-service knowledgebase or SharePoint.
Document standard procedures, resolutions and process in the agency knowledgebase including capturing informal and verbal processes.
Assist in establishing Service Desk standards and guidelines.

Required Qualifications:
An Associate's degree or higher in Computer Science; Information Technology.
Completion of a two (2) year accredited vocational training program in information technology or related program.
Two (2) years of information technology experience such as counseling, analyzing, designing programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment providing customer and technical support in information technology.
Working experience may be substituted for education year for year.

Desired Qualifications:
A+ Certification or equivalent experience.
Experience providing first and second tier support in a Service Desk or Help Desk environment.
Two (2) or more years of experience working in an ITIL/ITSM model Service Desk environment.
Supplemental Information

How to Apply:
You must complete your 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

Should you have any questions regarding this position or the online application, contact the Human Resource Office at

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.

The Washington State Department of Agriculture requires all employees to be fully vaccinated against COVID-19 as a condition of employment. Exemption may be granted for religious or medical purposes and should be requested a minimum of (7) seven days prior to the first day of employment. Accommodations will be subject to approval based on the essential functions required of the position.

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:
Phone: 855-524-5627
Location: Yakima, WA
Application Method: Apply online
Base Pay: $57,096 - $74,928

Posted on December 27, 2022

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