What are the responsibilities and job description for the IT Customer Support - Journey position at State of Washington State Investment Board?
Description
This recruitment will remain open until filled, and it is in the candidate’s best interest to apply early.
The Washington State Investment Board (WSIB) is a dedicated global investment management organization with over $213.3 billion in assets under management. The WSIB's globally diversified portfolios are comprised of more than 18,500 holdings across 93 countries on 6 continents and in 50 currencies. The WSIB's central mandate is to maximize return at a prudent level of risk. The WSIB manages investments for 18 retirement plans for public employees, teachers, school employees, law enforcement officers, firefighters, and judges. We also manage investments for several other important public funds that benefit Washington’s industrial insurance program, colleges and universities, and developmental disability programs. The WSIB’s excellent investment performance dramatically contributes to the state’s bottom line.
To learn more about our organization and the work we do, please visit our website at sib.wa.gov and follow us on LinkedIn.
The WSIB operates in a hybrid work environment and this position should anticipate 60% of their time in the office.
The WSIB is seeking a qualified candidate to join our Information Technology (IT) Operations team as an IT Customer Support Specialist - Journey. This is a full-time position reporting to the Director of IT Operations and Security and serves as customer support for all WSIB staff as the first point of contact for customers seeking technical assistance. This position requires advanced knowledge of IT systems and troubleshooting methods. The incumbent will independently provide professional technical services while utilizing consistent exercise of discretion and judgment based on varying facts and circumstances.
Duties
IF SELECTED FOR THIS OPPORTUNITY, YOU WILL:
- Resolve customer service request for help.
- Install, diagnose, repair/replace and configure desktop hardware, accessories, and printers.
- Install and configure software.
- Setup, configure, and troubleshoot desktop and mobile telecommunications equipment.
- Document warranty coverage and support for all inventoried hardware.
- Track and report issues in the IT Service Management (ITSM) tool.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information to staff on capabilities and limitations of IT products or services.
- Create documentation for systems, users, events, and resolution in an ITSM tool.
- Forward feedback or suggestions from customers to the IT team and work to identify and suggest possible improvements on procedures.
Qualifications
COMPETITIVE APPLICANTS WILL HAVE:
- Ability to multi-task and prioritize conflicting demands.
- Four years of information technology experience such as installing and troubleshooting application software and/or maintaining computer hardware or providing customer or technical support in information technology.
- Two years of experience managing high volumes of work over the course of a day, maintaining a rapid pace without sacrificing accuracy.
- Two years of experience installing and configuring Windows Operating Systems in an enterprise environment.
- Two years of experience testing systems after a solution has been selected and implemented to determine that the issue has been resolved.
- Two years of experience using varying research, including the web, for technical solutions outside of the expertise level.
THE STRONGEST APPLICANT WILL HAVE:
- Experience creating PowerShell scripts for us in administration automation and monitoring.
- Experience with standard desktop configurations by creating, testing, or deploying images and software packages.
- Experience Onboarding and Offboarding employees in a hybrid Active Directory environment
OTHER REQUIREMENTS:
- Incumbent must be able to lift/move equipment weighing more than 50 pounds, lift and/or reach over and around furniture in awkward settings to setup or tear down equipment, with or without accommodation.
If your experience or qualifications look different from what we have identified and you think you can be successful in this position, please address this in your cover letter.
Supplemental Information
In addition to a complete profile, please include:
- A cover letter specifying why this position is of interest to you and how you meet the qualifications listed above. This letter should be no more than two pages.
- A current chronological resume.
- A list of at least three professional references under the profile section. References will not be contacted without the written consent of the applicant but must be submitted at the time of application.
BACKGROUND CHECK:
Prior to a new hire, a background check including education verification, credit check, and criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining applicant’s suitability and competence to perform in the position.
At the WSIB you’ll experience true work-life balance and talented, passionate co-workers focused on maximizing the investment returns for the exclusive benefit of the beneficiaries. The WSIB is a respected institutional investor and thought leader in its industry and we value diverse perspectives and life experiences. The WSIB is supportive of an H1B Sponsorship.
The WSIB is an equal opportunity employer. Women, people of color and those representing diverse ethnicities, persons of disability, persons over 40 years of age, veterans, military spouses or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
Employees may be eligible for the following benefits:
Medical, Dental, and Vision for employee & dependents; Public Employees Retirement System (PERS); Vacation, Sick, and other Leave; 11 Paid Holidays and 1 Personal Holiday per year; Public Service Loan Forgiveness; Long Term Disability; Life Insurance; Deferred Compensation Programs; Dependent Care Assistance Program (DCAP); Flexible Spending Arrangement (FSA); Employee Assistance Program; Commute Trip Reduction Incentives; professional development opportunities; flexible work schedules; and participation in the Combined Fund Drive; and SmartHealth.
An overview of benefits of state employment and WSIB specifically can also be found on our website (Download PDF reader).
The WSIB is committed to the full inclusion of all qualified individuals. As part of this commitment, the WSIB will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@sib.wa.gov.