What are the responsibilities and job description for the IT Correctional Facility Support (CFS) Professional | AHCC position at State of Washington Dept. of Corrections?
Description
IT Correctional Facility Support (CFS) Professional
(IT Customer Support – Journey)
Full Time | Permanent
Location: Airway Heights Corrections Center | Airway Heights, WA
Salary Range: $5,891 - $7,926 Monthly
This position requires the candidate of choice to work office work in the facility for each shift.
Are you a customer service centric IT professional looking for a career move in a well-established and progressive IT team? Do you have experience providing technical professional level customer support? If so, the Washington State Department of Corrections may have your next career move! We are searching for an IT Correctional Facility Support (CFS) Professional (IT Customer Support – Journey) to directly support DOC’s strategic goals and objectives by providing customer support of IT systems on multiple diverse networks.
The IT Correctional Facility Support (CFS) Professional provides professional skills and technical knowledge to enable department staff and incarcerated individuals to use technology in order to perform their daily work duties at their site and throughout the state. Tasks you may perform include troubleshooting, diagnosing, coordinating, planning, documenting, implementing and maintaining current software and IT devices to DOC standards using documented policies and procedures.
This critical IT role requires an excellent communicator who is reliable as you will maintain inventory and control of all assets, updating inventory using designated service management software. You will also ensure security protocols are followed per DOC Policies while collaborating with IT Security to determine actions for system breaches which may include malware, virus or staff/incarcerated individual violation.
If you are a team player who can be flexible in your work while providing guidance and consultation to facility staff, for site specific information, configuration and documentation of customer software and hardware, we encourage you to apply!
A completed application packet will include:
- A detailed resume
- A cover letter regarding your interest for this position with our agency
- Three professional references
Duties
We are looking for teammates who share our vision of public service, committed to an equitable and inclusive culture that fosters and inspires excellence, while promoting innovation, engagement, and safety, leading to better outcomes for our incarcerated population, our agency, and our community.
As an IT Customer Support - Journey, some of your duties will include:
-
Providing technical professional level customer support to staff, vendors and incarcerated individuals for IT software and computing equipment including:
- Diagnosing, troubleshooting, reviewing, researching, resolving customer and IT reported system incidents, service requests and access requests.
- Imaging, installing, configuring, activating and updating hardware, software and peripheral equipment.
- Providing technical support, research, troubleshooting and maintenance of current and legacy software and hardware.
-
Deploying and providing technical/customer support for telephones, mobile phones, and other mobile connectivity hardware which could look like:
- Troubleshooting issues with telephones, headsets, voicemail accounts, and phone configurations.
- Planning and coordinating with vendors in the repair and administration of telephony systems.
- Performing individual and group-based end user training.
-
Provides support for the functionality, connectivity and availability of local area switches, data/phone connections and infrastructure.
- Accesses network equipment to ensure appropriate Virtual Local Area Network (VLAN), port security and port availability.
- Troubleshoots, diagnoses and repairs network connectivity problems.
- Installs and replaces network equipment.
- Provides backup support for Information Technology (IT) Systems (servers, building automation systems, and networks for both staff and incarcerated individuals).
- Other duties as assigned
Qualifications
What we need (required qualifications):
- Four (4) years of IT related training and experience
AND
- 2 years of Information Technology experience in an enterprise environment within the last 4 years
OR
- Bachelor’s degree or higher in Computer Science or related field from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA), or a foreign equivalent
AND
- 2 years of Information Technology experience in an enterprise environment within the last 4 years
In addition to:
- 2 years of Information Technology experience in an enterprise environment within the last 4 years*
- 2 years of experience repairing, diagnosing, and troubleshooting Network Operating Systems, software, and hardware on physical and virtual servers*
- 2 years of experience using server diagnostic tools in the repair of server hardware and software*
- 2 years of experience in installing, testing, and configuring Microsoft Windows workstations*
- 2 years of experience creating and modifying Active Directory groups for administrative access to network shares and printer queues*
- Must have a valid license to drive in Washington State and have ability to drive vehicles ranging from passenger sedans, station wagons, pickups and cargo vans (up to 1- ton).
- Experience may be gained concurrently with paid professional technical experience
What will make your application stand out (preferred qualifications):
- Microsoft Certified Solutions Associate: Windows Server 2019.
- Microsoft Certified Solutions Associate: Windows 10/11.
- Certified CompTIA A
- 2 years of experience repairing and diagnosing telephony technology (e.g., PBX, VOIP).)
- 2 years of experience repairing and diagnosing mobile technology (e.g., smart phones, air cards, hot spot, GPS).)
- 2 years of experience using an IT Service Management system.
- 2 years of experience repairing, diagnosing and troubleshooting electronic devices (e.g., access control devices, digital cameras, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, biometrics, global positioning systems (GPS).)
- 2 years of experience repairing, diagnosing, and troubleshooting network protocols and connectivity issues (e.g., Transmission Critical Protocol/Internet Protocol (TCP/IP), Dynamic Host Configuration Protocol (DHCP), Virtual Private Networking (VPN).)
- 1 year of experience repairing, diagnosing, and troubleshooting physical computer components. (e.g., central processing units (CPU), network interface cards (NIC) and data storage).
- 1 year of experience integrating and administrating Security Electronics systems in an enterprise IT environment.
Supplemental Information
Vision: Working together for safer communities.
Mission: Improving public safety by positively changing lives.
Our Commitment: To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.
DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.
IMPORTANT NOTES:
- This recruitment may be utilized to fill more than one position.
-
Please include a minimum of three (3) professional references with your application. A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies. If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.
**Please note: Phone number AND email address are required for all professional references. - A background check including criminal record history will be conducted prior to a new hire. 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.
- Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
- We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws. A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.
- Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
- Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
- Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire. When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.
- Foreign equivalent degrees awarded outside the United States must have a credential evaluation report attached to your application. You may request the required evaluation/documentation from www.wes.org and www.aice-eval.org. Until this documentation is provided, you will not be selected to move forward in the hiring process.
- DOC complies with the employment eligibility verification requirements for the federal employment eligibility verification form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form. https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents
- DOC does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit www.uscis.gov.
Telework Details
This position may be allocated for telework. Work may be performed from your home or another offsite location within the state of Washington using a reliable internet or cellular hotspot service at that time. Employees are expected to perform assigned duties in a safe manner, to take proper care all state-issued equipment, and maintain confidentiality of all information in possession while working offsite. Employees will be required to commute to a Department of Corrections facility or field office as business requires, to potentially include components of the onboarding process. Some offices will have a “drop in” area available, however, a dedicated workspace within a DOC facility will not be provided.
What We Offer:
As an employee of the Department of Corrections, your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:
- Remote/telework/flexible schedules (depending on position)
- Up to 25 paid vacations days a year
- 8 hours of paid sick leave per month
- 12 paid holidays a year
- Generous retirement plan
- Flex Spending Accounts
- Dependent Care Assistance
- Deferred Compensation and so much more!
For questions about this recruitment, or to request reasonable accommodation in the application process, please email mackenzie.conley@doc1.wa.gov or call us at 509-630-9160. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.
Salary : $5,891 - $7,926
