DSHS FTAA IT Customer Support

Salary : $72,816.00 - $97,968.00 Annually
Location : Pierce County - Lakewood, WA
Job Type: Full Time - Permanent
Job Number: 2025-08329
Department: Dept. of Social and Health Services
Division: FTAA
Opening Date: 12/16/2025
Closing Date: 12/23/2025 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step

Description

DSHS FTAA - IT Customer Support, Journey (WSH Information Technology Infrastructure and Operations Desktop Support Technician)Join our team as an IT Customer Support, Journey technician and play a key role in supporting the technology that powers critical behavioral health services across Washington State. In this role, you will provide dependable, hands-on desktop and application support for Western State Hospital and the Child Study and Treatment Center, ensuring staff have the tools they need to deliver high-quality care to individuals with complex mental health needs. Your work supports mission-critical systems used by more than 3,000 employees across multiple administrations and partner agencies, directly impacting hospital operations, staff and patient safety, and the long-term success of the state's largest adult psychiatric hospital and only pediatric psychiatric hospital. This is an opportunity to apply your technical expertise in a setting where reliable technology directly supports recovery, independence, and wellness for some of Washington's most vulnerable populations.

Some of what you'll do:

• Provide Tier 2 technical support for desktops, devices, remote access, M365/O365, virtual meetings, and Telehealth setups.
• Troubleshoot technical issues by phone, email, and remote tools, and perform required security upgrades on workstations, laptops, and tablets.
• Serve as the primary support contact for print/scan/copy/fax (MFP) services at WSH and CSTC, working with Managed Print Services and vendors.
• Manage end-user device lifecycles, including equipment ordering, deployment, repairs, tracking, and decommissioning.
• Configure and deploy peripherals, software, and other equipment requested through the IT ticketing system, ensuring accurate asset management records.
• Administer assigned applications and tools, including Active Directory group access and data backup/restoration.

Desired skills, knowledge, and abilities:

• Advanced knowledge of Microsoft operating systems, including M365/O365, and strong proficiency with Active Directory.
• Advanced hardware and software troubleshooting skills, including experience using Remote Desktop and Remote Assist tools.
• Working knowledge of Microsoft server environments and core networking principles, including Ethernet and TCP/IP.
• Strong research skills to identify solutions using internal resources, vendor documentation, and technical support sites.
• Ability to develop effective, practical solutions to technical problems.
• Strong written and verbal communication skills, including the ability to prepare clear technical documentation.
• Ability to build strong working relationships, understand customer needs, and define requirements accurately.
• Ability to remain patient, empathetic, and calm when assisting frustrated users, vendors, or executive leadership.

Who should apply?
We are looking for professionals who meet one of the following education and experience pathways:

• A bachelor's degree in computer science or a closely related field
  OR
• An associate degree in computer science or a closely related field and two years of experience in desktop and/or application support
  OR
• Four years of experience in desktop and/or application support
  AND
• At least three years of experience managing Microsoft Active Directory in a complex, multi-tiered, federated environment, as well as building and maintaining computer images using Windows Deployment Services.

Additional information:

• Work schedule: 8:00 AM - 5:00 PM, Monday through Friday.
• Pierce County employees are eligible to receive an Orca Card for transportation needs.
• Opportunities performed on-site at this work location at least three days a week may be eligible for an additional 5% premium pay in addition to the advertised salary.

Ready to start a rewarding career? Apply today
Along with your application, please include:

• An updated resume
• Three professional references with contact information

Questions?
Please reach out to DSHS Recruiter Ricky Luna at and reference job number #08329.
The Department of Social and Health Services' (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency's vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.
Supplemental Information

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.
E-Verify® is a registered trademark of the U.S. Department of Homeland Security
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, or for loss of pregnancy, are entitled to five (5) 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 07-21-2025
01

Which of the following best describes your education and experience? (Select one)

• I have a Bachelor's degree in computer science or a closely related field.
• I have an Associate's degree in computer science or a closely related field and at least two years of experience in desktop or application support.
• I have at least four years of experience in desktop or application support.
• None of the above.

02

How many years of experience do you have managing Microsoft Active Directory in a complex, multi-tiered, federated environment, and building and maintaining computer images using Windows Deployment Services?

• Less than 1 year
• 1-2 years
• 3-4 years
• 5 or more years

Required Question

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