WASHINGTON STATE DEPARTMENT OF AGRICULTURE: IT Customer Support - Entry (Multiple Positions)

Employer: Multiple Locations Statewide, WA

Job Description:
The Information Technology Program 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 Customer Support - Entry position supports a centralized Service Desk model and strives to improve the delivery of public safety through secure, reliable, and efficient technologies. This position provides agency-wide technical support by applying 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.

Position and Salary Information
WSDA is recruiting for two (2) full-time permanent IT Customer Support - Entry positions within the Administrative Services Division. These positions are located in Olympia and Yakima Washington. These are non-represented positions.

The base pay offered will take into account internal equity and may vary depending on the preferred candidate's job-related knowledge, skills, and experience. The typical starting salary range for this position is: $ 57,096.00 - $ 74,928.00 annually.

In addition to the salary listed above, incumbents assigned to our Seattle office location receive an additional 5% King County Location Pay stipend. If a position is designated as requiring dual language skills, incumbents will also receive a 5% Dual Language Requirement Pay stipend.

Employee Benefits
A healthy work/life balance, which may include flexible work schedules, and teleworking.
WSDA provides an excellent benefits package beyond traditional benefits. State employment offers Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave; click here for more information.
12 paid Holidays & Vacation and Leave Accruals.
All Personal Protective Equipment (PPE) required will be provided by the agency.
Commute Trip Reduction Program.

For more information about the Washington State Department of Agriculture, visit us at www.agr.wa.gov.

Some of what you'll do:
Performs ITIL Tier 1 or higher issue resolution for incoming help requests from end users, including installing and upgrading software and hardware, network, configuring systems and applications.
Provides technical support for business applications utilizing remote tools for field and home offices, such as but not limited to: MS Remote Desktop, LogMeIn, and Ivanti UEM (comparable to SCCM).
Analyzes, troubleshoots, and resolves agency standard and non-standard hardware/software/network issues using available diagnostic tools, education, remote connection tools, internet, manuals, experience, common sense, systematic approaches, and/or vendor support.
Utilizes ticketing system to escalate Tier 2 or Tier 3 network, application, and security-related issues.
Assists in the movement of IT related equipment including, but not limited to: computers, peripherals, printers, monitors when employees are moving from one workstation to another.
Removes data from all computers, including but not limited to: desktops, laptops, phones, printers, etc. utilizing Active Boot KillDisk, Meraki, or other methods.
Creates Equipment Action Request forms to document Agency Tag, Make, and Model for lease returns and surplus machines.
Updates Computer Inventory spreadsheet with associated Equipment Action Request form to reflect changes made.
Provides system outage and status communication to users; escalates according to established procedures.

Who should apply?
Professionals with:
An Associate 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.
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.
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 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 support@neogov.com.

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.

Diversity, Equity, and Inclusion
The Department of Agriculture celebrates our differences. We strive to hire great people from a wide variety of backgrounds. 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 or expression, age, status as a protected veteran, genetics, 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.

We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency's greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.

Contact Us
Should you have any questions regarding this position or the online application, contact the Human Resource Office at Recruitment@agr.wa.gov.

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 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.

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: Multiple Locations Statewide, WA
Application Method: Apply online https://www.governmentjobs.com/careers/washington/jobs/3933810/it-customer-support-entry-multiple-positions
Base Pay: $57,096 - $76,800/year

Posted on March 02, 2023

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