WSLCB Vision
Safe communities for Washington State

Mission
Promote public safety, public health, and trust through fair administration and enforcement of liquor, tobacco, cannabis and vapor laws
This position is currently eligible for telework. This position is required to work in the office 2-3 days per week. This may change based on business needs. 

Who we are

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, 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 Customer Support – Entry position in Olympia, WA. This position will report 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 Customer Relationship Management Systems (CRM) 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

• 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.

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 must include experience and demonstrable knowledge in following areas:

• Baseline knowledge of a CRM, and one (1) year of hands-on CRM 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.
• 12 months of Salesforce product administration experience.
• Certified Salesforce Administrator.

IMPORTANT: To be considered for this position, you MUST include the following, failure to do so will result in your application being disqualified:

1. Completed online application.
2. Current Resume.
3. Letter of Interest describing how you meet the specific qualifications for the position.
4. Three professional references to include a current or recent supervisor with email addresses and phone numbers.

The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.

All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability.  You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email 

hr****@lc*.gov











 or call (360) 664.1674 For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.