What are the responsibilities and job description for the IT CUSTOMER SUPPORT - JOURNEY position at State of Washington Office of the Secretary of...?
Description
The Office of Secretary of State (OSOS) offers some of the most unique and diverse job opportunities in state government. Its critical responsibilities include: ensuring a fair and accurate elections process; connecting Washingtonians through the power of libraries; protecting our important government records; and registering corporations and charities. The Secretary of State also administers vital community programs that inspire giving, document our history, and assist crime survivors in avoiding further abuse. This independent office under the state Constitution operates from facilities in the Olympia area and statewide.
The OSOS is looking for top-performing employees who embody its core values of integrity, service excellence, visionary leadership, collaboration and teamwork. It is committed to both employee growth and work-life balance. The benefits of working in state government also include potential eligibility for the federal Public Service Loan Forgiveness program. Visit our website at: www.sos.wa.gov.
The Division of Information Technology (IT) is a support arm of the entire organization-touching every program, every division, all staff members, and most stakeholders. IT is a division comprised of several teams that drive the OSOS IT operations. These teams include Applications Development, ServiceDesk Support, IT Project Management, System Administration and Architecture.
IT Customer Support - Journey
This position reports to the Service Desk Supervisor and its main functions are to problem solve, troubleshoot, and track customer service support tickets in the Office of the Secretary of State’s (OSOS) Western Washington facilities. These duties include technical solutions for desktop computers, peripherals and software, the configuration, installation, upgrade and maintenance of desktop operating systems, printers, hardware, and all related software. Other duties include the configuration and delivery of Office mobile devices (cell phones, landlines, laptops and tablets), the setup and configuration of VPN connectivity, and providing support for audio/visual production and presentation.
Duties
OSOS Service Desk Technician
Tasks include:
- Serves as the lead Service Desk Technician, completes daily tasks such as trouble ticket assignment, hardware, software upgrades, geographical user support.
- Confers with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Ensures that appropriate changes were made to resolve customers' problems.
- Records customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in ServiceNow.
- Identifies causes of networking problems, using diagnostic testing software and equipment.
- Provides telephone support related to software and hardware or networking or connectivity issues.
- Performs routine maintenance or standard repairs to hardware and software.
- Installs new hardware or software systems or components, ensuring integration with existing network systems.
- Tests computer software or hardware, using standard diagnostic testing equipment and procedures.
- Creates or updates technical documentation for network installations or changes to existing installations.
- Trains users in procedures related to standard IT applications software or related systems.
- Tests repaired items to ensure operation.
- Independently provides IT support to division staff.
- Manages user accounts.
- Provisions and deprovisions VPN accounts.
Replaces/upgrades equipment and software
Tasks include:
- Installs, configures, and maintains computers, monitors, printers, phones, tablets, and laptops.
- Maintains, upgrades or updates office standard or desktop specific software.
- Plans and communicates with staff regarding date and time of replacement or upgrade of equipment.
- Communicates with vendors if needed to resolve complex hardware\software issues.
- Researches web for solutions to hardware\software issues.
- Installs specific drivers, video cards, solid-state drives (SSD), or specific computer components.
Tasks include:
- Assists office staff regarding the use of public address systems including speakers, amplifiers and microphones, digital audio interfaces, audio and video recording and editing software.
- Provides technical equipment setup for office events when requested.
Tasks include:
- Other duties as assigned.
Qualifications
Required Qualifications
- Three years of information technology experience such as providing customer or technical support in information technology disciplines; telecommunications; consulting, analyzing, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment.
- Ability to efficiently use a personal computer and applicable software to successfully perform the essential functions of the position.
- Ability to read and write the English language.
- One year of prior help desk or desk top support experience.
- Demonstrated experience installing, configuring and identifying operation problems with MS Windows and related software packages.
- Experience in state government environment/setting.
- CompTIA A Certification.
PLEASE READ: If you have gotten this far and are thinking you do not qualify, consider again. Studies have shown that members of historically marginalized and underrepresented communities, specifically women and people of color, are less likely to apply to jobs unless they clearly meet every single qualification.
At the Office of the Secretary of State, we are dedicated to building a diverse and authentic work force with a foundation of belonging. If you are excited about this role and have relevant experience and skills, but question whether your experience aligns perfectly with every qualification in the job description, we encourage you to apply regardless. You may just be the ideal candidate this office needs.
Supplemental Information
Working Conditions
In this position, the incumbent works primarily in an office environment where sitting for long periods of time and extensive use of the keyboard is required. The standard work hours are Monday-Friday from 8:00 AM to 5:00 PM though work can be required outside of standard hours to include evenings, weekends, and holidays, particularly when emergency situations arise. Regular travel between local offices is required. Incumbent of the position must be able to move and maneuver objects weighing up to 50 lbs with or without reasonable accommodation. The incumbent of the position must communicate effectively with IT team members and users and have the ability to work within a diverse workforce, must be able to maintain the highest level of confidentially at all times, must be able to respond to requests in a timely fashion, manage and meet multiple deadlines, and provide excellent customer service, must follow state and office policies, regulations, and procedures, and must have demonstrated oral and written communication skills including conveying technical information clearly. Remote work is allowed per office policy, however, occasional travel to local offices is required. The office has the right to revoke the remote only designation at discretion.
Special Requirements
This position is in a bargaining unit represented by the Washington Federation of State Employees (WFSE) and is subject to the terms of the Collective Bargaining Agreement between the State of Washington, The Office of the Secretary of State, and the WFSE.- Prior to a new hire, 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.
- Current Washington state driver's license or have requested and obtained an appropriate accommodation.
To be considered for this position you must attach the following:
- Current Resume
- Cover Letter
- Three Professional references. Personal references will not be considered.
- You must complete the supplemental questions at the end of this application. Incomplete responses such as "see resume" will not be considered. In addition, if the employer you identify in the additional information section is not included on your resume or work experience profile and/or you do not identify an employer, you will not receive credit.
- All veterans must include a copy of your DD214 to receive preference in the hiring process. You must black out your social security number before attaching it to your application.
