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IT Customer Support

2 months ago

Olympia, United States State of Washington Full time

About WSDOT Washington State Department of Transportation (WSDOT) is a multimodal organization with a global reputation for excellence Our dedicated workforce is responsible to plan, design, build, and operate an integrated transportation system that safely and efficiently moves people and goods throughout the state. In addition to maintaining over 18,000 lane miles of state highway and 4,100 bridges, WSDOT manages the world's longest floating bridge, executes an award-winning Active Transportation Plan, holds a record for the world's widest tunneling project, and operates the largest ferry system in the nation The Opportunity WSDOT is currently seeking to fill two Customer Support Journey vacancies on the Field Services team. These journey-level professionals, reporting to an HQ group Desktop Support Supervisor, will provide primary IT support services to the agency's Technology Services Division (TSD), which includes Application Development, Infrastructure Services (network & server), Data Management, IT Enterprise Architecture, IT Project Management, and TSD Executives. In addition, these positions will provide journey level professional support for several WSDOT divisions that impact daily construction and maintenance operations that affect the public. These responsibilities require support of non-standard hardware configurations and software suites that carry a high level of complexity and risk. Our top candidates will apply technical knowledge to independently identify and resolve complex problems with desktop computer systems and related components. These positions will also be responsible for providing support and testing for non-production level software before it's deemed acceptable for departmental use. The successful candidates must meet the critical needs for employees to use desktop computing resources to carry out their mission of operating and improving the state's transportation systems and ensuring the safety of the traveling public in a 24-hour environment. What to Expect The WSDOT TSD Field Services team functions as the agencywide support organization for all technology related systems, software, and devices used by 8,000 employees spread across the state. Examples of systems supported include Data, application, utility, and print servers; cloud services; network infrastructure, software and operating systems; Microsoft Endpoint Management, workstations, tablets and smart phones; Unified communications integrated instant messaging, audio, web and video conferencing, voice including mobile devices, traditional PBX, IP based systems); and Microsoft 365. Among the varied range of responsibilities held within these roles, the IT Customer Support (Journey) will: Serve as the journey-level technical expertise for the escalation of all unresolved and complex, workstation, supporting systems, and mobile device technical issues. Independently install, maintain, and resolve hardware and software problems by replacing components, using specialized technical tools and tests equipment to diagnose and resolve faults. Install and reload software or reconfigure systems where required either via telephone, by remote access software, or by site visit to the customer. Manage and maintain operating systems and computer resources to ensure compliance with current standards. Provide training, advice, and guidance to technical and non-technical users in the use of software, hardware, and peripheral devices. Conduct research on current technology and reviews process. Write technical papers and instructional material based on the findings for employees and staff. Track and monitor active service requests to ensure timely resolution and follows up with the customer to ensure quality of work performed. Develop, prepare, and deploy system and software changes into technology environments. Mentor and develop staff; assist permanent, temporary, and contract employees as needed to ensure junior staff are fully trained and equipped to perform their responsibilities. Work with peers from other regions to provide seamless service across the agency; provide all WSDOT staff with exceptional and consistent customer service. Qualifications To be considered for these opportunities, at least one of the following are required : A bachelor’s degree in computer science or related field and five (5) years of progressive, full-time, progressive IT work experience in varied IT disciplines such as IT customer support, policy development, network administration, server administration, telecommunications administration, systems administration, and IT project management. OR An associate’s degree in computer science or a closely related field and seven (7) years of experience working full-time, progressive IT work experience in varied IT disciplines such as IT customer support, policy development, network administration, server administration, telecommunications administration, systems administration, and IT project management. OR Eight (8) years of full-time, progressive IT work experience working in a customer serviced-focused technology organization in varied IT disciplines such as IT customer support, policy development, network administration, server administration, telecommunications administration, systems administration, and IT project management. In addition to one of the above, the following are also required : Three (3) years of experience supporting Microsoft operating systems, Microsoft Office 365 products, and standard Adobe products. Experience effectively communicating and assisting a diverse set of information technology peers. Experience providing technical consulting and performing installation of IT hardware and software. The ability to legally operate a motor vehicle in Washington State. The ability to move and transport equipment weighing up to 50 pounds. Knowledge of: Enterprise Application Development and Support Information Technology Project Management Desktop computer hardware, software, architecture, and operational theory Microsoft Operating systems, applications, management, and technical tools Client device imaging, Active Directory group policies, and task sequence Telecommunications systems, VOIP and Teams Telephony Information Technology Project Management It is preferred that qualified candidates also have: ITILv4 Foundation certification. CompTIA A+ certification. CompTIA Network+. *To review the full Position Description, please follow the directions in the Contact Us section of this posting. Important Notes This recruitment will used to fill two (2) full-time, permanent vacancies and may also be used to fill additional positions per business needs. These positions will require regular travel to various sites throughout HQ. Occasional travel to other sites across the state with possible overnight stays. In addition to base salary, employees may be entitled to other forms of compensation depending on the type, duties, or location of the position. For union-represented positions, more information on other forms of compensation can be found in the applicable Collective Bargaining Agreements . Information on other compensation types for non-represented positions can be found in Chapter 357-28 of the Washington Administrative Code. These positions offer flexible/hybrid remote work options. WSDOT does not use the E-Verify system, therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov . Why WSDOT Work-Life Balance – We are committed to ensure that our staff experience the reward of public service, while also sustaining a routine that suits each individuals’ lifestyle. As such, there are a number of flexible schedule options available, including occasional telework for eligible positions. Paid Leave – In addition to 12 paid holidays, full-time employees may earn up to 25 paid vacation days per year Tuition Assistance – Permanent employees have several options for assistance with education expenses, including tuition reimbursement programs, government discounts at participating colleges throughout the state, and eligibility for federal student loan forgiveness. Plan For Your Future – WSDOT offers a comprehensive benefits package that includes a variety of healthcare options. Employees also have their choice of state retirement programs, and much more. Go to State Benefits for more information. Check out this video to learn more: Why WSDOT? How to Apply Applications for this recruitment will be accepted electronically. Your relevant experience may be evaluated to determine salary. Therefore, it is very important that the “Work Experience” portion of the application be completed in as much detail as possible. In order to be considered for this opportunity, please include the following with your online application: An attached Resume outlining (in reverse chronological order) your experience to date. An attached Cover Letter that further explains your qualifications and indicates why you believe you are a viable candidate for this role. Contact details for a minimum of three (3) individuals who can attest to your work performance, technical skills, and job-related competencies. NOTE: This information may be entered in the “References” section of the online application; does not require an additional attachment. Please click the "APPLY" button to proceed. Note that you will be prompted to either sign in or create an account. This step is required in order to submit an application to this opportunity. WSDOT is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. All persons, regardless of race, ethnicity, age, veteran status, sexual orientation, and/or gender identity, are encouraged to apply. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact the listed Recruiter via email. Contact Us For inquiries about this posting, you may contact the assigned Recruiter, at Robyn.Lovely@wsdot.wa.gov . Please be sure to reference 24DOT-HQ-00033m in the subject line. #J-18808-Ljbffr