What are the responsibilities and job description for the IT Customer Support - Journey position at State of Washington Office of Superintendent of...?
Description
GENERAL SERVICE
JOB ANNOUNCEMENT
IT Customer Support, Journey
$70,692-$95,112 annually
Recruitment Closes February 5, 2025
The Washington State Office of Superintendent of Public Instruction (OSPI) seeks to fill IT Customer Support, Journey. This full-time position is based in Olympia, Washington. This position may be eligible for partial telework. The position will be required to be in the office full-time for the first three months of employment after which time, the position may be eligible to telework up to two days per week (days of the week to be determined with Supervisor approval). We encourage interested candidates to visit the OSPI website to gain insight into our agency.
About OSPI and our initiatives
OSPI is the primary agency charged with overseeing public K–12 education in Washington state. Working with the state's 295 public school districts and 7 state-tribal education compact schools, OSPI allocates funding and provides tools, resources, and technical assistance so every student in Washington is provided a high-quality public education.
At OSPI, we recognize that our employees are the key to the success of the agency. We are committed to our work but value the balance with our personal lives. We demonstrate our commitment to employees by providing an environment that stimulates professional growth and values them for their expertise. OSPI is a great place to work and has several initiatives to help create a great working environment, including:
- We support a healthy work/life balance by offering flexible/alternative work schedules and mobile and telework options. (Depending on job duties and work location.)
- We have a tuition assistance policy and support employees seeking tuition waiver through participating higher education organizations.
- We have an Infant at Work Program that is based on long-term values of newborns and infant-parent bonding. Eligible employees who are new parents or legal guardians can bring their infant (six weeks to six months) when returning to work. (Depending on job duties and work location.)
- We value and are actively involved in promoting diversity, equity and inclusion within OSPI by way of cross-divisional, collaborative committee. The focus of the committee includes employee engagement and education; reinforcing OSPI values; and maximizing the value of diversity and identifying strategies for inclusion.
Vision, Mission, and Values
Vision: All students prepared for post-secondary pathways, careers, and civic engagement.
Mission: Transform K-12 education to a system that is centered on closing opportunity gaps and is characterized by high expectations for all students and educators. We achieve this by developing equity-based policies and supports that empower educators, families, and communities.
Values: Ensuring Equity, Collaboration and Service, Achieving Excellence through Continuous Improvement, Focus on the Whole Child
Equity
Each student, family, and community possesses strengths and cultural knowledge that benefits their peers, educators, and schools. Ensuring educational equity:
- Goes beyond equality; it requires education leaders to examine the ways current policies and practices result in disparate outcomes for our students of color, students living in poverty, students receiving special education and English Learner services, students who identify as LGBTQ , and highly mobile student populations.
- Requires education leaders to develop an understanding of historical contexts; engage students, families, and community representatives as partners in decision-making; and actively dismantle systemic barriers, replacing them with policies and practices that ensure all students have access to the instruction and support they need to succeed in our schools.
Position Overview
The Customer Support Specialist, Journey, working in the Technology Support Center, provides advanced technical assistance to agency customers. This role involves troubleshooting, installation, and evaluation of hardware and software, workstation imaging, wireless device management, support and training, IT project support, and executive staff support. The position supports staff across four separate agencies: PESB, SBE, FEPPP, and Charter Schools, along with their executive staff, community board members, and OSPI staff.
Key Responsibilities
- Analyze, troubleshoot, resolve, and document incidents and problems related to computers and peripherals.
- Evaluate and consult on non-standard hardware/software requests.
- Assist internal customers with cell phone configuration and management.
- Provide user and system support for video conferencing, webinars, and audio/visual records.
- Apply experience, knowledge, and skill to both standard and non-standard issues.
- Prepare agency knowledge base articles for both technical documentation and customer-facing “how-to” documents.
- Participate in the installation of desktop hardware, software, and peripheral equipment.
- Provide timely, quality, and efficient end user desktop support for a Microsoft environment the includes 500 users with varying skill sets and abilities.
- Respond to OSPI Technology Support Center phone calls and emails from customers.
- Provide step-by-step written or verbal instruction to customers and elevate issues.
- Track unresolved issues through resolution and follow up with customers verbally or in writing regarding the status and expected completion time.
Required Qualifications: (this is degree and years of experience)
- Minimum of six years of experience in information technology, which may include a combination of education and experience.
- An associate degree or higher in Computer Science, Information Technology, or completion of a two-year accredited vocational training program in information technology or a related program. AND
- Four years of experience in consulting, analyzing, designing, programming, installing, and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, directing projects, and providing customer or technical support in information technology. Any combination for education and experience to total six (6) years.
- Demonstrated skill in supporting and using technologies/software such as Microsoft Windows Operating System, Microsoft Office products, wireless connectivity, and network connectivity.
- At least two years of experience providing customer support with an emphasis on providing technical support to customers.
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Demonstrated skill in the support and use of the following technologies/software:
- Microsoft Windows Operating Systems
- Microsoft O365 products
- Experience with Active Directory for user and group management, including creating, modifying, and deleting user accounts, managing group memberships, and implementing security policies.
Desired Qualifications:
- Information Technology Infrastructure Library (ITIL) or TOGAF IT4IT or A Certification.
- Strong problem-solving skills to resolve complex technical issues.
- Excellent customer service skills, with the ability to communicate clearly and concisely to non-technical people.
- Technical proficiency in troubleshooting, installation, and evaluation techniques.
- Ability to work independently and in a team environment while managing time effectively and stay self-motivated.
- Ability to be innovative and forward thinking in a face-paced, changing technical environment.
- Demonstrated ability to learn new technologies, understand complex specifications and implement them for staff use and process automation.
- The ability to manage multiple priorities.
Compensation
The annual compensation for the position is $70,692-$95,112 per year and depends upon experience, educational background and qualifications. Geographic differentials may be applied based on work location of successful candidate. Washington State offers a generous benefit package including health, dental and life insurance, retirement and an optional deferred compensation program. Please visit Health Care Authority for information regarding health benefits and the Department of Retirement Systems for retirement plan information. This is a general service position. This position is represented by a bargaining unit.
Application Process
Those interested in this position must apply through Careers.wa.gov. Applications must include the following documents in MS Word and PDF format only:
- A letter of interest specifically addressing the qualifications listed in this announcement;
- A current résumé, and;
- A list of three or more professional references.
Please address any questions to:
Sal Salazar, Human Resources
Office of Superintendent of Public Instruction
600 Washington Street Southeast Olympia, Washington 98504-7200
360-725-6278: sal.salazar@k12.wa.us
Persons needing accommodation in the application process or this announcement in an alternative format may contact the Human Resources Office at (360) 725-6270 or (360) 725-6066, or e-mail hroffice@k12.wa.us.
New Jobs Alert Service
OSPI offers a subscription service, which regularly notifies subscribers of new OSPI employment opportunities on careers.wa.gov. Subscribers are notified via text or email alert. If you are interested in this service, then please subscribe at this location.
OSPI is an equal opportunity employer and encourages applications from job seekers who will contribute to our diversity. OSPI provides equal access to all programs and services without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability.?If you would like, please include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process. Persons needing accommodation in the application process or this announcement in an alternative format may contact the human resource consultant listed in “Application Process.”
Salary : $70,692 - $95,112
