What are the responsibilities and job description for the IT Customer Support - Journey position at State of Washington?
Salary : $5,891.00 - $7,926.00 Monthly
Location : Thurston County - Tumwater, WA
Job Type : Full Time - Permanent
Job Number : 2025-01074
Department : Dept. of Corrections
Division : BSTA - Information Technology
Opening Date : 02 / 07 / 2025
Closing Date : 2 / 17 / 2025 11 : 59 PM Pacific
Salary Information : The high end of the salary range, Step M is typically a longevity step
Description
IT Customer Support - Journey
Full Time | Permanent
Location : Tumwater, WA
Salary Range : $5,891 - $7,926 Monthly
The candidate of choice must be able to work in the Tumwater, WA headquarters office daily.
Do you have excellent customer service skills and a knack for solving complex problems? Are you an experienced IT support professional? If so, the Washington State Department of Corrections I T Customer Support - Journey may be an excellent position for you! The goal of this position is to plan and deliver customer support for technology services for the agency.
The IT Customer Support Journey is tasked with resolving problems requiring analysis and discernment while applying the most suitable solution. You will employ the use of best practice strategies to resolve problems as well as modifying, developing and maintaining existing technology. The candidate of choice will apply enhanced knowledge and skill to both standard and unfamiliar issues.
This position is tasked with formulating routines and standards of practice to complete assigned tasks, and knowing the impacts of changes to process, policies, and procedures in their assigned area of responsibility. The candidate of choice has the ability to work with a wide array of agency team members including executives, line staff and others in on-site and / or from home.
Each day can be different, from imaging computers, troubleshooting WiFi issues, wiping the drives of computers ready for surplus, drop-ins hoping for a quick repair, etc. If you are searching for a dynamic and everchanging daily task list with your work day, this position may be perfect for you!
A completed application packet will include :
- A detailed resume
- A cover letter regarding your interest for this position with our agency
- Three professional references
Duties
We are looking for teammates who share our vision of public service, committed to an equitable and inclusive culture that fosters and inspires excellence, while promoting innovation, engagement, and safety, leading to better outcomes for our incarcerated population, our agency, and our community.
As an IT Customer Support - Journey, some of your duties will include :
Diagnosing, troubleshooting, reviewing, researching, resolving customer and IT reported system incidents, service requests and access requests
Maintaining and monitoring server availability, functionality, and efficiency
Following asset management and inventory process to ensure inventory database is maintained and accurate
Qualifications
What we need (required qualifications) :
In addition to :
What will make your application stand out (preferred qualifications) :
Supplemental Information
Vision : Working together for safer communities.
Mission : Improving public safety by positively changing lives.
Our Commitment : To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.
DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.
IMPORTANT NOTES :
Telework Details
This position may be allocated for telework. Work may be performed from your home or another offsite location within the state of Washington using a reliable internet or cellular hotspot service at that time. Employees are expected to perform assigned duties in a safe manner, to take proper care all state-issued equipment, and maintain confidentiality of all information in possession while working offsite. Employees will be required to commute to a Department of Corrections facility or field office as business requires, to potentially include components of the onboarding process. Some offices will have a "drop in" area available, however, a dedicated workspace within a DOC facility will not be provided.
What We Offer :
As an employee of the Department of Corrections, your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical, dental, and vision, these perks also may include :
PERS : State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the ' web site.
For questions about this recruitment, or to request reasonable accommodation in the application process, please email mackenzie.conley@doc1.wa.gov or call us at 509-630-9160. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits :
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note : If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note : Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and / or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note : Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022
Are you a current DOC employee?
Please indicate your highest level of education :
If you have a degree obtained outside of the United States, have you included a foreign credential evaluation report with your application? (You may request the required evaluation / documentation from www.wes.org and www.aice-eval.org)
How many years of equivalent IT related training and experience do you possess?
If you indicated having equivalent IT related training and experience. Please describe this training and experience in detail to include places of employment and education. See resume will be considered an incomplete answer.
Do you have at least 2 years of Information Technology experience in an enterprise environment within the last 4 years?
Do you have at least 2 year of experience repairing, diagnosing and troubleshooting physical computer components. (e.g., central processing units (CPU), network interface cards (NIC) and data storage)?
Please indicate all knowledge, skills and / or abilities in which you possess (experience can be gained concurrently) :
Please indicate all knowledge, skills and / or abilities in which you possess :
How did you hear about this opportunity?
If hired for this position, do you currently possess required documents to allow you to legally work within the United States? (The below link lists acceptable documents : )
If hired for this position, will you require employer sponsorship, either now or in the future?
Required Question
Salary : $5,891 - $7,926
