Help Desk/MDM Admin (IT Customer Support - Journey)

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
We are seeking a dedicated Help Desk/Mobile Device Management (MDM) Admin to join our team. This position is responsible for configuring and maintaining the operating systems, hardware, and software for all mobile devices, as well as administering the current MDM solution. This position is also a member of the OFM Help Desk team, where you will triage incidents and service requests, maintain documentation for application support, develop technical documentation, and more. Additionally, you will provide support for other telecommunications services, including Sponsored Guest WiFi management, long-distance access, and desktop phone support. As the first point of contact for all customers, you'll play a critical role in supporting agency applications and services. If you have strong technical expertise, problem-solving skills, and a passion for delivering excellent customer support, we encourage you to apply!

• Deploy and configure mobile devices, including upgrades/replacement of deployed devices as needed.
• Work directly with vendor(s) and other IT professionals to resolve issues with mobile devices and the mobile device management (MDM) system.
• Coordinate with vendor(s) to replace devices per contract agreement.
• Lead the tactical planning for mobile device upgrades/replacements (hardware refresh).
• Under ITIL framework of best practices and as part of the OFM Help Desk, serve as the first point of contact for customers reporting incidents, problems and customer service requests for the state’s enterprise applications and other IT issues.
• Send and post system outage notifications to include status updates as needed.
• Utilize ticketing tools to detect, record, prioritize, troubleshoot, resolve or escalate customer reported incidents and requests, and gain customer acceptance of incident resolution.
• Provide technical support to OFM and Governor’s Office customers by performing troubleshooting to determine incident and problem cause.
• Create accounts and reset passwords for enterprise applications and network logins.
• Analyze and configure browser settings in multiple browsers to enable and disable settings to support the enterprise applications.

• Four (4) years of information technology experience supporting, analyzing, designing, programming, installing and/or maintaining computer software 
• applications, hardware, telecommunications or network infrastructure equipment, which includes at least one (1) year of Help Desk or Call Center Support providing customer or technical support in information technology;
• Four (4) years of experience supporting mobile devices;
• Awareness of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts; and
• Proficiency in MS Office Suite (Outlook, Word, Excel).

• Experience with Exchange management console and other account management tools; and
• Knowledge of enterprise applications and business processes supported by OFM.

• COMMUNICATIONS – Presents ideas effectively, clearly, and concisely in formal and informal situations. Listens well, asks good questions, and communicates well in writing.
• TEAMWORK – Works cooperatively with others as an active member of a team, participates and fosters teamwork, and influences others within a team.
• PERSONAL RESPONSIBILITY – Demonstrates the personal and professional characteristics that are needed to meet the organization’s expectations and demands of the workplace.
• CUSTOMER RELATIONS – Anticipates, assesses, and responds effectively to the needs of diverse customers, making excellent customer service a high priority.
• JOB MANAGEMENT – Takes responsibility for one’s own performance by setting clear goals and balancing critical job requirements through the proper use of task management, results orientation, stress management, and problem-solving skills.

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.

• 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 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 contact information.

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.

Salary : $70,692 - $95,112