Job Description

The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Customer Support – Entry position at Olympia, WA. This position reports to the IT Desktop Support Supervisor in the WSLCB’s Information Technology Services Division (ITSD).

The IT Desktop Support Team serves as first level support for technology related incidents, and second level support for all work device related issues and requests.

In this role, you will provide second level support for desktop computers, mobile phones, laptops, email accounts and video conferencing equipment. This includes planning and delivery of customer support services, including installation, configuration, and troubleshooting. Additionally, you will provide first-level support to customers using LEEADS (Licensing, Education, Enforcement, and Administrate Data System) by addressing the most basic customer issues. In addition, you will perform routine system maintenance and patch upgrades.

If you have an interest in providing technical support for all agency desktop/laptop computers and other devices as well as support for technology related incidents, we encourage you to apply to be a part of the WLSCB 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:

• Acquire and maintain current knowledge of relevant product features in order to provide accurate service to customers.
• Diagnose, resolve, and respond to customer end user device issues and inquiries in accordance with agency policies, procedures, and best practices.
• Document all external and internal communications and status information into the agency’s IT Service Management (ITSM) system.
• Provide immediate response to all customer end user device issues and continue to follow up with customers until issues are resolved.
• Triage and escalate urgent requests that require a more in-depth knowledge and understanding to the attention of higher-level IT professional(s) in accordance with documented processes and procedures.
• Provide on-call support for urgent customer inquiries related to end user devices.
• Capture and relay new functionality requests to the IT Change Manager.
• Develop resource reference materials for end users, such as user manuals, online help pages, tutorial videos and web page content.
• Identify and communicate continuous process improvement opportunities to the Customer Support Supervisor.
• Provide guidance to and monitor customer support services provided by paraprofessionals.
• All aspects of user license management including new user setup/deactivation, roles, profiles, permissions, public groups.
• Using knowledge and research, troubleshoot Tier 1 level user issues escalated from the Service Desk including (but not limited to) external user system access and function issues both within LEEADS (Licensing, Education, Enforcement, and Administrate Data System) and the Azure Virtual desktop environment.
• Interact with other technical support resources within the agency, and vendor Tier 3 or Tier 4 support teams where applicable.
• Minor Salesforce configuration changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards, and reports.
• Perform routine system maintenance and patch upgrades.

Qualifications

Required Qualifications:

Two (2) years of demonstrated professional experience in Information Technology (IT) installing and/or maintaining computers software or hardware, providing direct technical customer support in IT which includes one year of experience installing computer operating systems, and includes one year of experience installing and supporting office productivity software.

OR

An Associate degree or higher in Information Technology, or completion of an accredited vocational training program in an Information Technology or related program.

Please Note: Completion of CompTIA, A+ or related certification will qualify for one year of the required experience noted above.

The above experience should include experience and demonstrable knowledge in following areas:

• Baseline knowledge of the Salesforce product, and one (1) year of hands-on Salesforce administration experience.
• Baseline knowledge of IT Service Management (ITSM) frameworks such as ITIL, COBIT, or TOGAF; and hands-on experience with ITSM tools such as Freshworks, EasyVista, or ServiceNow.
• Baseline knowledge and hands-on experience with configuration management tools such as Microsoft System Center Configuration Manager (SCCM), Powershell, Amazon Web Services (AWS), or SolarWinds.

Preferred/Desired Qualifications: 

• A Bachelor’s degree or above from an accredited college or university in Information Technology, Computer Science, Information Systems, or related field.
• Certified Salesforce Administrator.

How to Apply

Job Types: Full-Time. Salaries: 60,000 - 80,000.

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