About this role

IT Customer Support - Entry

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Inclusion | Equity.
This posting is for a 12 month non-permanent position.
At the Department of Licensing (DOL)we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be part of process improvements that impact their work, create value for our customers and help build trust in our government.
Our Information Services Division (ISD) is currently recruiting an IT Customer Support professional to provide technical support for our DOL Driver and Vehicle Field Licensing offices!
As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.
Are you ready to take your Tech and Customer Service talent statewide? If so, apply today!

As an IT Customer Support team member, providing technical assistance for the Department of Licensing's extensive IT infrastructure and hardware statewide will be vital. Sharing your expertise with the larger team, you will ensure internal customer satisfaction and understanding of our Information Services policies and procedures. Your diligent work will enable our headquarters, driver licensing offices, vehicle licensing offices, and sub-agent offices to serve the public effectively. In this team, your day-to-day will consist of installing, configuring, troubleshooting, and supporting commercial and in-house software applications and other essential technology. Your technical abilities and responsiveness will help keep our operations running smoothly across the state. Some of the things you will do:
Perform analysis, research, design, troubleshooting, and deployment of requests as required by team leadership.
Support daily coverage and duties of the DOL Service Desk team.
Provide Help Desk support.
Coordinate with vendors on development, testing, and maintenance of COTS products.
Support security efforts through password resets, device scans, and SAIT approval procedures.
Create, review, update, sunset, and follow documentation to provide a consistent and functional work environment.

What you will bring to the role:

Five (5) years of consultative, customer service, or administrative experience in information technology analysis, system maintenance, troubleshooting, or problem resolution experience.
The ability to:
Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
Promote and support a respectful, equitable, and inclusive workplace for all employees.
Promote and support respectful, equitable, and inclusive delivery of services to customers.
Take action to learn and grow.
Take action to meet the needs of others.
Experience can be obtained concurrently.
Up to two (2) years of relevant education (Computer Science or related field) may substitute year for year for experience. What may set you apart:
Experience installing, maintaining, and administering various computer operating systems like Windows OS and iOS.
Experience composing, sending, and responding to electronic mail. Utilizing email program functions such as calendars and meeting requests.
The ability to actively contribute to a work environment that embraces diversity and uses diverse perspectives to reach the organization's goals.
Bachelor's degree in computer science or closely related field.

Additional Requirements of Employment:

This position will operate largely remotely, but will require visits to the Olympia, WA office at times as business needs require. At least a 24-hour notice would be provided should the need arise.
Must have the ability to move 40lbs.
Prior to a new hire, a pre-employment screening, including criminal record history, will be conducted. Information from the pre-employment check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodation. For additional information about this position, available accommodations or the interview process, contact
Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

IT Customer Support - Entry