IT Customer Support - Journey | Internal Only

This Opportunity is open to Internal WSDA Employees Only

AGRICULTURE - A Cornerstone of Washington's Economy

The Washington State Department of Agriculture has been serving the state for more than 100 years. Through service, regulation and advocacy, we keep agriculture viable and vital in Washington State, while protecting consumers, public health, and the environment. We work extensively with farmers and ranchers, but our responsibilities - from ensuring food safety to environmental protection - touch the lives of millions of people locally, nationally, and abroad.

The agency includes 780 employees approximately and grows close to 1,000 employees at the peak of seasonal work. To learn more and view additional openings, please visit our Employment Page.

The Opportunity:

The Information Technology Office exists to enhance business processes by delivering IT solutions to agency-wide employees. The IT Office is staffed under four main groups, to include Service Desk, Application Development, Security and Infrastructure.

As an IT Customer Support - Journey you will provide agency-wide support for WSDA's critical business systems, computers, mobile devices, connectivity support, telephones, software, and hardware. You will apply advanced technical knowledge and skills to evaluate and resolve business applications, databases, telecommunication, and project and operation problems, and implementing solutions directly with customers.

What to Expect

Some of the various responsibilities within this role:

• Performs ITIL Tier 2 or higher (complex) issue resolution for incoming help requests from end users, including installing and upgrading software and hardware, network, configuring systems and applications.

• Provides advanced technical support for business applications utilizing remote tools for field and home offices, such as but not limited to MS Remote Desktop, LogMeln, and Ivanti UEM (comparable to SCCM).

• Resolves Local Area Network (LAN) and wireless network connectivity issues by utilizing advanced troubleshooting and following the OSI model, such as but not limited to resolving TCP/IP settings, utilizing command prompts to ping IP addresses, release and renew IP configurations, flush DNS, and perform trace routes.

• Configures policies and mobile endpoints (smart phones and tablets) using a Mobile Device Management (MDM) solution to maintain control over the devices and adhere to state and agency security requirements.

• Applies ITIL Service Operation practice by taking action to restore agency-wide interruptions in service due to incidents, working to pinpoint and prevent the recurrence of problems, and examining and analyzing service events to ensure business continuity.

• Collaborates with IT teams, agencies, vendors, and stakeholders to develop and update processes ensuring they meet state and agency standards.

• Creates, tests, troubleshoots, and deploys custom computer images to automate the PC build process.

• Researches, configures, and deploys non-standard and unique equpmemt such as GPS devices, data card and scientific barcode printers, and various types of lab equipment.

• Creates and manages detailed documentation in a ticketing system including, but not limited to, transpiring timelines, efforts, costs, events, and correspondence with customers/vendors.

• Participate in LEAN projects acting as the subject matter expert.

• Manage all software installations including installation and setup files, license keys, subscriptions, and inventory.

Who should apply?

Professionals with:

A Bachelor's Degree in Computer Science or related field AND Four (4) years of information technology experience consulting, analyzing, designing, configuring, installing, troubleshooting enterprise systems, providing customer support and technical support in information technology.

OR

An Associate degree or equivalent AND Two years (2) of vocational training in a technical field AND Five (5) years demonstrated experience in:

• Consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment.

• Providing customer or technical support in information technology.

• Directing or being a technical SME on projects.

AND

• Demonstrated ability to effectively communicate, independently analyze, and weigh the risks versus benefits in decisions and recommendations.

• Demonstrated skill in delivering group presentations and the ability to present complex information in a way that is easily understandable to the audience.

• Demonstrated history of successful organization and time management skills.

• One (1) or more years of experience providing first and second tier support in a Service or Help Desk environment.

• One (1) or more years of experience supporting cloud systems or infrastructure such as Microsoft Azure Active Directory, M365, SaaS systems, etc.

• One (1) or more years of experience creating and updating technical and user documentation.

• Must be able to function as part of team, build rapport and provide excellent customer service.

In addition to the above qualifications, the following desired knowledge, skills, and abilities will make your application more competitive:      

• A+ Certification or equivalent experience.

• Two (2) or more years of experience with PowerShell.

• Experiencing providing third tier support in a Service or Help Desk environment.

Employee Benefits

• A healthy work/life balance, which may include flexible work schedules, and teleworking.

• WSDA provides an excellent benefits package beyond traditional benefits. State employment offers Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave; click here for more information.

• 12 paid Holidays & Vacation and Leave Accruals.

• All Personal Protective Equipment (PPE) required will be provided by the agency.

How to apply:

You must complete your careers.wa.gov profile and answer the supplemental questions. In addition to completing the online application, and supplemental questions applicants must attach the following documents to their profile to be considered for this position:

• A resume detailing experience and education

• A cover letter describing how you meet the specific qualifications for this position

• Three professional references

By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed.

Applications with comments "see attachments" will be considered incomplete.

If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or email support@neogov.com.

The initial screening will be solely based on the contents and completeness of your application and the materials submitted. All information may be verified, and documentation may be required. Applications received via e-mail will not be accepted in lieu of applying through the state's on-line recruitment system.

WSDA uses a I-9 form (Download PDF reader) to determine Employment Eligibility and Verification, once hired. This document is the authorization of an individual's ability to be hired for employment within the United States. Applicants must be eligible to work in the United States.

Equity at WSDA 

The Department of Agriculture recognizes, appreciates, supports, embraces, and respects all cultural identities and backgrounds while we collaborate in authentic ways. We hire amazing people that share in the commitment to our Pro-Equity Anti-Racist (PEAR) strategic plan, our Healthy Environment for All (HEAL) Act implementation plan, and our unique needs and desires for belonging, respect, and inclusion. We value the growth and development of our team members by providing equitable access to resources and opportunities for continuous learning, improvement, and advancement.

We strive to hire, cultivate, and retain a productive and dedicated workforce that reflects the communities we serve while we are committed to a workplace that celebrates our differences and supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws.

Contact Us

Should you have any questions regarding this position or the online application, contact the Human Resource Office at Recruitment@agr.wa.gov.

Prior to a new appointment into the Department of Agriculture, a background check including criminal record history will 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 position.

The Human Resources Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.

Veteran's Preference: Applicants who meet the minimum qualifications and wish to claim Veteran's Preference MUST attach a copy of their DD214, or other verification of military service. Please blackout any personally identifiable data such as social security numbers. For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here.

Persons with a disability, who need assistance with their application or need this announcement in an alternative format, may call 664-1960 or toll free (877) 664-1960. TTY users should first call 711 to access the Washington Relay Service.

For more information about the Washington State Department of Agriculture, visit us at www.agr.wa.gov.