IT Customer Support - Journey Level, WA State Office Of The Attorney General

Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.

Position and Salary

The Attorney General's Office is recruiting for a permanent full time IT Customer Support

• Journey level in the Information Services Division. This position is located in Tumwater, Washington, and  is not union-represented.

IT Customer Support

• Journey Salary Range 03IT: $70,692 - $95,112 (effective 7/1/2024). The base pay offered will take into account internal equity and may vary depending on the preferred candidate's job-related knowledge, skills, and experience.

The following stipends may apply based on position requirements:

• Incumbents assigned to our Seattle office location receive an additional 5% King County Location Pay stipend.

• Incumbents assigned to a position designated as requiring dual language skills will receive a 5% Dual Language Requirement Pay stipend.

Excellent benefits

Washington State offers one of the most competitive benefits packages in the nation, including Medical/Dental/Vision for employees & dependent(s); Vacation, Sick, and Other Leave; 11 Paid Holidays per year; Public Employees Retirement System (PERS) plans; and Life Insurance.  Beyond these traditional benefits, we offer Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave, and more.

With the goal of employee health and wellness, we also offer flexible schedules and telework options for most positions, a Wellness Program, the Employee Assistance Program, and numerous affinity groups to foster community and connection.

Agency Information

WASHINGTON STATE OFFICE OF THE ATTORNEY GENERAL

Join an agency whose work impacts the lives of every resident of Washington State.

The Attorney General's Office (AGO) touches the lives of every resident in this state.  We serve more than 230 state agencies, boards, commissions, colleges and universities, as well as the Legislature and the Governor.  The Office is comprised of nearly 700 attorneys and 800 professional staff, all working together to deliver the highest quality professional legal services to Washington state officials, agencies, and entities.  This includes:

• Economic justice and consumer protections (safeguarding consumers, protecting youth, seniors, and other vulnerable populations)
• Social justice and civil rights (addressing discrimination, environmental protection, and veteran and military resources)
• Criminal justice and public safety (investigative and prosecutorial support, financial crimes)
• And much more!

Our agency also has national reach, representing the State of Washington before the Supreme Court, the Court of Appeals and trial courts in all cases that involve the state's interest.  If you want to make a difference, we may be the perfect fit for you!   Learn more about the AGO here.

Commitment to Diversity

Diversity is critical to the success of the mission of the AGO. This means recognizing, respecting, and appreciating all cultures and backgrounds-- and fostering the inclusion of differences between people.  Appreciating, valuing and implementing principles of diversity permits AGO employees to achieve their fullest potential in an inclusive, respectful environment.

One recent measure of the AGO's commitment to diversity can be found in its nomination for Rainbow Alliance and Inclusion Network's "Outstanding Agency Award" in 2019.  Our commitment to employee wellness is reflected in earning the 2021 Zo8 Washington Wellness Award.

Division Information

Information Services Division (ISD) provides support and consulting for legal technologies. The division is responsible for the development and delivery of AGO computer and telephone network infrastructure and the operation of network hardware and software platforms to provide AGO staff access to their work products and communications. This division has multiple units that provide eDiscovery litigation support, custom software development, business intelligence and data management services. Data security and disaster recovery are key to the maintenance and operations of the AGO's voice and data systems. The division also ensures compliance with state governance policies and standards and ensures that all electronic services function properly and securely.

What does a IT Customer Support

• Journey do?

As the Service Desk Team Lead you would serve as a resource to first contact technicians for questions or troubleshooting guidance. The Service Desk Lead monitors incidents and service requests and performs analysis of root cause to identify trends that need full remediation and develops system wide solutions to prevent similar errors from reoccurring. The Lead ensures that the knowledge base is current and relevant so paraprofessional staff can solve routine problems more quickly.

This position works with multiple user groups such as ISD technicians, AGO Lead Support, attorneys and paralegals to implement permanent solutions that improve the user experience. You would be responsible for ensuring the Service Desk team maintains the highest levels of client satisfaction while consistently providing skilled IT support for all clients. This position will assist customers with a wide range of technical issues and requests.

This position does fact gathering and troubleshooting to help diagnose and resolve the issues that are not routine in nature.  Escalates more difficult issues to engineering teams when needed. This position has organizational wide impact as incidents often impact an entire office building or all AGO staff. You would independently organize, prioritize and perform activities using advanced technical knowledge, discretion and exercise of judgment. Issues are escalated to this position that require deviation from routine or available solutions. Independently performs analysis, troubleshooting, problem solving, training, asset management, security and consultation related to use of desktop computers, mobile computers, peripheral devices, MFDs, telecommunications devices, including software support and systems connectivity. Provides consultation and ongoing support in computer use and functionality, agency standard applications, remote connectivity and network access.  This position oversees and leads the New Employee Orientation training.

This recruitment announcement may be used to fill multiple open positions for the same classification, in addition to the position(s) listed in this announcement.

At least three (3) years of experience analyzing, installing and/or maintaining computer software applications, hardware, or telecommunications equipment or providing customer or technical support in information technology

Or

An Associations or Vocational degree in a computer-related area

Plus

At least two (2) years of experience analyzing, installing and/or maintaining computer software applications, hardware, or telecommunications equipment or providing customer or technical support in information technologyAPPLICATION INSTRUCTIONS:

In addition to completing the online application, applicants must attach the following documents to their profile in order to be considered for this position:

• A letter of interest, describing your specific qualifications for the position;
• A current resume detailing experience and education.

READ THE FOLLOWING INFORMATION COMPLETELY:

• Carefully review your application for accuracy, spelling and grammar before submitting.

• You may not reapply to this posting for 30 days.

• The initial screening of applications will be solely based on the contents and completeness of the "work experience" and "education" sections of your application in www.careers.wa.gov, completeness of the application material submitted, and responses to the supplemental questionnaire.

• A resume will not substitute for completing the "work experience" section of the application.

• All information may be verified and documentation may be required.

Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees and volunteers enjoy a respectful, safe and supportive working environment. Only by fostering the inclusion of people from all backgrounds, cultures and attributes, can AGO employees and volunteers achieve their fullest potential and best advance the goals and mission of the AGO.

The AGO is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation/gender identity, age, disability, honorably discharged veteran or military status, retaliation or the use of a trained dog guide or service animal by a person with a disability. Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.

For questions regarding this recruitment or assistance with the application process, please contact Judith Vandergeest @ (360) 586-7691 or Judith.Vandergeest@atg.wa.gov.

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