IT Customer Support - Journey

Salary : $70,692.00 - $95,112.00 Annually

Location : Thurston County - Olympia, WA

Job Type : Full Time - Permanent

Remote Employment : Flexible / Hybrid

Job Number : 2025-00897

Department : State Investment Board

Opening Date : 02 / 03 / 2025

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 and follow us on

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 :

THE STRONGEST APPLICANT WILL HAVE :

OTHER REQUIREMENTS :

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 :

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 :

professional development opportunities; flexible work schedules; and participation in the ; and

An overview of benefits of state employment and WSIB specifically can also be found on our

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.

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

The WSIB operates on a hybrid work schedule. For this role, you are expected to spend 60% of your working hours on-site in Olympia, WA. Are you able to fulfill this requirement, with or without accommodation?

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Salary : $70,692 - $95,112