IT Service Desk Specialist – IT Customer Support Entry – Permanent – *06754-23 – Olympia, Washington (Washington Department of Fish and Wildlife)

Washington Department of Fish and Wildlife, United States

Updated: 11 months ago
Location: Olympia, WASHINGTON
Job Type: FullTime
Deadline: 01 Jun 2023

Agency
Washington Department of Fish and Wildlife
Location
Olympia, Washington – Thurston County
Job Category
Full time Positions
Salary
$4,758.00 - $6,400.00 Monthly
Last Date to Apply
06/01/2023
Website
https://www.governmentjobs.com/careers/washington/jobs/4048882/it-service-desk-specialist-it-customer-support-entry-permanent-06754-23?keywords=06754&pagetype=jobOpportunitiesJobs
Description
FULL-TIME/PERMANENT IT SERVICE DESK SPECIALIST IT CUSTOMER SUPPORT - ENTRY Information Technology (IT) Services Division Olympia, Washington – Thurston County Provide Tier one information technology assistance and operational support to users of the agency’s devices, applications, network, and other services in all WDFW business programs statewide! Become the single point of contact for all agency technology troubleshooting while performing initial troubleshooting on IT support requests and incidents, first-call resolutions, and general customer service. With that in mind, Picture yourself assisting with requests for computer hardware and peripherals, computer software, permissions to applications and networked resources, telecommunications equipment, and setup. With your experience you will utilize System Center Configuration Manager, Active Directory, Intune, Company Portal, TeamViewer, the Exchange Admin Center, the Jira Service Desk ticketing system, remote desktop software, an automated call distribution system, various internet browsers, SharePoint, knowledge bases, and all Microsoft Office applications. You thrive on building collaboration and teamwork, you will greet and consult with customers to identify needs, fulfill requests, resolve incidents, provide information, and direct customers to resources. We are seeking a candidate with demonstrated values matching those of WDFW: Accountability, Service, Professionalism, Integrity, Respect, and Empathy (ASPIRE). Duties: Our IT Service Desk Specialist, Provides Tier 1 Technical Support: Identifies, diagnoses, and resolves technical issues for users of personal computer hardware and software, users of mainframe interfaces, and users of agency network and internet technology. Collaborates with other technical teams, collects information, determines solutions, and documents steps for troubleshooting hardware, application, and network related issues resulting in effective request, incident, and problem management. Provides Support Related to Service Work Orders: Use technical acumen to review all submitted Service Work Orders for completeness. Complete initial troubleshooting for request, assign tickets to the appropriate support group based on the nature of the request if unable to be resolved at tier 1 level. Access Management: Administer incoming, transferring, and departing employee's access credentials, security permissions, and administrative privileges for approximately 2,400 computer users. Data Retention: Perform data retention activities on departing customer’s computer and network drives in accordance with the agency's public disclosure request guidelines and policies. IT Hardware & Software Purchasing: Perform initial data capture and processing for technology purchase requests made by customers. WORKING CONDITIONS: Work Setting, including hazards: Office setting with extensive computer use. Schedule: Typically, 8:00 a.m. to 5:00 p.m. Monday through Friday. However, a varied schedule may be required including working Saturday or Sunday and overtime during peak periods, system implementations, maintenance, moves, and outages. Travel Requirements: Some travel may be required throughout the State to attend training, meetings, and conferences. Tools and Equipment: Computer hardware and software; multi-line telephones. Customer Relations: Customer service is integral to department success.
Qualifications
REQUIRED QUALIFICATIONS: A Bachelor's Degree or higher in Computer Science, Computer Engineering, Information Technology, or another related field AND One (1) Year or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Manager, or others. OR An associate degree or higher in Computer Science, Computer Engineering, Information Technology, or another related field AND Two (2) Years or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Manager, or others. OR Four (4) Years or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others. Special Requirements/Conditions of Employment: Must successfully pass a criminal background check and certify with a criminal justice security program (CJIS), which includes fingerprinting and direct support of Law Enforcement Officers (LEO). PREFERRED QUALIFICATIONS: Two (2) or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role. Customer service skills and friendly disposition. Knowledge, skills, and abilities: General knowledge of computer programming fundamentals and database design fundamentals. Understanding of information technology systems including but not limited to hardware, applications, databases, network infrastructure, and mobile technology. Working knowledge of System Center Configuration Manager, Active Directory, Group Policy, and Exchange. Troubleshooting skills appropriate for an Information Technology Support Specialist. Computer hardware troubleshooting, computer application troubleshooting, and computer network troubleshooting. The ability to provide adult-level instructional support for computer users with little to no experience working with information technology. CONDITION OF EMPLOYMENT: WDFW requires all employees to be fully vaccinated with the COVID-19 vaccine as a condition of employment. You will be required to provide proof of vaccination as part of the hiring process. Please do not upload your vaccination documentation with your application materials - your vaccination status will be verified by your supervisor before you will be allowed to work. Exemptions may be granted for religious or medical purposes. Supplemental Information Please note: Failure to follow the instructions below may lead to disqualification. In order to successfully apply for this position, you MUST complete your profile at www.careers.wa.gov and attach the following to your profile before completing the online application: A cover letter describing how you meet the qualifications of this position (Generic cover letter will not be accepted). A current resume. Three professional references. IMPORTANT NOTE: All new employees must complete an Employment Eligibility Verification Form (I-9 Form) on their first day of work. If hired for this or any position at WDFW, you will be required to provide documentation proving you are eligible to work in the United States. For a list of acceptable documents, please use the following link: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents JOIN THE WDFW TEAM: Learn about our agency and the perks of working for WDFW! The Washington Department of Fish and Wildlife has some of the most talented people in the natural resource field. We celebrate and value diversity, appreciating that a workforce composed of those from different backgrounds and experiences creates an inclusive environment, strengthens positive relationships with the local community, and brings new perspectives and approaches to fulfilling the agency’s mission. We value demonstrated skill in living WDFW values of Accountability, Service, Professionalism, Integrity, Respect, and Empathy (ASPIRE). WDFW employees may be eligible for the following: Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave*, 11 Paid Holidays per year*, Public Service Loan Forgiveness, Tuition Waiver, Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives (Download PDF reader), Combined Fund Drive, SmartHealth. UNION - WFSE: This position is covered by a collective bargaining agreement between the State of Washington, Department of Fish and Wildlife and the Washington Federation of State Employees (WFSE). This recruitment may be used to fill positions in addition to those listed. Diversity, Equity, and Inclusion Employer VETERAN PREFERENCE NOTICE: To take advantage of veteran preference, please do the following: Email a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter to [email protected]. Subject line should include recruitment number, position, and Vet (for example: #10155 Biologist 1 – Veteran) Include your name as it appears on your application in careers.wa.gov. MILITARY SPOUSE PREFERENCE NOTICE: To take advantage of military spouse preference, please do the following: Notify us of your military spouse status by email at [email protected]. Subject line should include recruitment number, position, and MS (for example: #10155 Biologist 1 – MS) Include your name as it appears on your application in careers.wa.gov. Note: Please blackout any PII (personally identifiable information) data such as social security numbers. For further information, please contact us at [email protected]. As part of WDFW’s efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications. Therefore, we want to ensure that all individuals feel welcome, are treated fairly and respectfully. All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington. The Department of Fish and Wildlife 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, disabled and Vietnam era veterans and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application process or this announcement in an alternative format may call (360) 902-2276 or the Telecommunications Device for the Deaf (TDD) at (800) 833-6388. If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or [email protected]. Follow us on social media: LinkedIn | Facebook | Instagram kd
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