IT Customer Support - Entry Level

Description

Why work for OFM?

The Office of Financial Management (OFM) serves as the backbone of Washington state government. Our mission is to make our state a better place by connecting people, budgets, policies, data, and systems for state agencies and the Legislature. Our team includes budget advisors, researchers, and other experts, all dedicated public servants working towards an equitable future for every Washingtonian.

If you want to play a key role in enhancing how state government serves its citizens, you’ve found the right place. Join us in making a meaningful difference for every Washingtonian!

The job opportunity

Duties

What you'll work on

• Tier 2 system administration for MyPortal and HRMS applications
  • Analyze and delete erroneous personnel numbers from HRMS
  • Analyze and delete leave requests directly from MyPortal database and provide consultation to customers and HRMS Time and Attendance processors for additional steps needed within HRMS
  • Reset/unlock HRMS Professional user accounts (SU01
• Tier 2 technical support for designated IT systems
  • Triage and mitigate customer technology issues or concerns, with escalation as needed
  • Identify and resolve technical and data issues that will or may affect the customer
  • Work with users resolving Tier 2 medium-risk issues
  • Use remote assistance tools to troubleshoot and resolve browser, UI/application, and other desktop issues for users
  • Create and maintain technical documentation in support of the endpoint environment
  • Provide technical expertise and advice in troubleshooting and solving issues with connectivity, hardware, and supported software/application
• Mobile Device Management (MDM)
  • Configure and maintain mobile devices, to include OS, hardware and software, utilizing Mobile Device Management (MDM) technology and other management tools
  • Manage Sponsored Guest WiFi access for users as needed
  • Research, plan, test, communicate, implement, and configure new technology and upgrades to existing systems (examples: MDM system upgrades, device hardware and OS upgrades, or other changes)
  • Collaborate with security personnel to ensure all standards, policies, and processes adhere to industry standards and best practices, in addition to compliance with OCIO statewide standards
  • Troubleshoot and mitigate security vulnerabilities and incidents affecting mobile devices
  • Create and maintain mobile device processes and documentation
• Provide Tier 1 technical support for all OFM services
  • Under ITIL framework of best practices, serve as the first point of contact for customers reporting incidents, problems, and service requests for all OFM-supported applications and services
  • Triage reported incidents to determine impact, urgency, and appropriate course of action
  • Utilize the GovDelivery communications tool to create and send customized notifications regarding system outages, planned maintenance, and other service updates for all supported services and applications
  • Create accounts and reset passwords within supported applications as well as Active Directory
  • Analyze and configure browser settings in multiple browsers to enable and disable settings to support the enterprise applications

Qualifications

What we need you to bring

Required Qualifications:

• Two (2) years of information technology experience supporting, analyzing, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, to include Help Desk or Call Center Support providing customer or technical support in information technology.
• Awareness of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts.
• Experience with Exchange management console and other account management tools.
• Proficiency in MS Office Suite (Outlook, Word, Excel).

• Experience managing mobile devices.
• Completion of customer service training course.
• Knowledge of enterprise applications and business processes supported by OFM.

Supplemental Information

What we offer:

At OFM, we foster a culture of integrity, innovation, inclusion, and belonging. We value both learned and lived experiences, believing that diversity makes us stronger. To support your health and well-being, we offer a variety of benefit programs for our employees.

Please visit our Recruitment Page for a full list of benefits available to employees. Here’s a quick glance at some of the unique benefits that OFM offers:

• An environment of diversity, equity, inclusion and belonging
• Tuition reimbursement
• Medical, Dental, Vision, and Life Insurance
• 12 paid holidays, 14 paid vacation days (minimum), and 12 days of sick leave per year
• State retirement programs

Application Process: Once you’ve decided to apply for a state government job, you’ll complete an online application to showcase your qualifications. Keep in mind that once you submit the application, a real person is going to read it. We do not use AI or other technology that screens your application and rejects it. So please be sure to provide clear and detailed information about your work history so your qualifications can be accurately assessed. We will contact the top candidates directly to schedule interviews. If you need reasonable accommodation in applying, please call 7-1-1 or 1-800-833-6384.

Your application will not be considered complete and sent to the hiring teams for review, unless you attach all of the following:

• Cover letter: describing your qualifications for this specific position
• Resume: that details your applicable experience and education.
• References: at least three professional references and their current contact information provided in your application.

Questions: OFM's Staff ASL interpreter is available to all deaf and hard of hearing applicants. For questions about this recruitment or to request a reasonable accommodation in the application or interview process, please email us at TalentAcquisition@ofm.wa.gov.

The Office of Financial Management is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, and disabled and Vietnam-era veterans are encouraged to apply.

This position is exempt from civil service rules.

For more information, please see WAC 357-19-195.