Job Description

Who we are

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data-driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our work. This includes a commitment to our workforce and external stakeholders.

It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have the opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network, Veteran Employee Resource Group, Latino Leadership Network, Blacks United in Leadership and Diversity, Disability Inclusion Network, Washington Immigrant Network and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network.

The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Support Technician 1 position at Olympia, WA. This position reports to the Service Operation Supervisor in the WSLCB’s Information Technology Services Division (ITSD).

The position serves and complements the WSLCB’s mission and goals by advancing public safety and supporting compliance through technology by improving end-user technologies services and equipment in support of the agency’s mission of safer communities for Washington State. The Service Desk Technician is an IT Customer Service position who will serve as an initial point-of-contact for IT service needs.

In this role, you will provide paraprofessional IT customer service to the System Modernization Project (SMP) staff. You will be the initial point of contact for configuring and shipping new devices to the staff, as well as troubleshooting basic issues with the devices used by project staff (both physical and virtual). You will also effectively identify and refer complex and priority problems/issues to the appropriate group or supervisor for resolution.

If you have an interest in an IT Customer Service role and providing technical support for the agency, we encourage you to apply to be a part of the WSLCB team!

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis – all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
• Employee Assistance Program – a confidential program created to promote the health, safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarters Building in Olympia)
• Infants at Work Program to promote parent and infant bonding, parental well-being, and healthy infant development. Depending on your job duties, work location, and supervisor approval, eligible employees who are new mothers, fathers, or legal guardians can bring their infant (six weeks to six months) when they return to work.
• Free parking

Duties

Some of the duties you will perform are:

• Serve as SMP Project initial point of contact for TIER 1 support for customers.
• Perform installation, configuration, testing, maintaining, monitoring, and troubleshooting SMP Project end-user workstations and related hardware and software to deliver required desktop service levels.
• Identify the need to escalate so the impact to the user is at a minimum.
• Provide working level knowledge of documented Desktop Services process and procedures to deliver service restoration to end users to meet expected SMP Project Service Level Agreements.
• Assisting with issues related to day-to-day SMP Project team technical needs including, but not limited to, account and password issues, software issues, and connectivity issues on both physical and virtual devices.
• Maintaining, monitoring, and troubleshooting SMP Project virtual devices.
• Test fixes to ensure the problem has been adequately resolved.
• Document solutions to identified and resolved issues to assist other IT personnel who may encounter similar issues.
• Effectively use agency Information Technology systems including Microsoft Endpoint Configuration Manager, Active Directory, and helpdesk systems.
• Record, track, and document incidents, including all successful and unsuccessful decisions made, and actions taken, through to final resolutions.
• Monitor tasks in individual queues, complete assigned incidents, and communicate updates to impacted users.
• Providing detailed shipping information when project staff devices are shipped from LCB HQ, including delivery notifications to teams requesting the device for project staff.
• Track all outgoing equipment, accessories, and peripherals to SMP Project staff for inventory purposes.
• Track equipment, accessories, and peripherals that are returned by SMP Project staff when departing the project.

Qualifications

Required Qualifications:

High School or GED and at least one (1) year of professional experience resolving IT customer service issues.

OR

An Associate degree or higher in Information Technology, or a closely related program.

Preferred/Desired Qualifications: 

• Two (2) or more years of recent information technology experience in information technology-related activities such as testing, installing, maintaining, supporting, and/or averting current hardware/software system failures on client applications, hardware, or software products.
• Basic technical knowledge about information technology customer service, incident management, computer hardware and software, and general understanding of an IT environment.
• Experience working with Microsoft Endpoint Configuration Manager (formerly SCCM).
• Experience working with Microsoft Systems Center Service Manager (or other Helpdesk software).
• Experience working with Microsoft Office / Microsoft Office 365.
• Experience working with Microsoft System Center Virtual Machine Manager (or other desktop virtualization software).
• Experience working with Salesforce.

How to Apply

Job Types: Temporary. Salaries: 40,000 - 60,000.

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