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8 Aug 2023

Full-Time IT Customer Support – Journey

wslcbjobs@lcb.wa.gov – Posted by wslcbjobs@lcb.wa.gov Olympia, Washington, United States

Job Description

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WSLCB Vision
Safe communities for Washington State

Promote public safety and trust through fair administration and enforcement of liquor, tobacco, cannabis and vapor laws
This recruitment is open until filled. First review of applications will be August 22, 2023. The hiring authority reserves the right and may exercise the option to make a hiring decision at any time. We encourage all to apply as early as possible.

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 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 NetworkVeteran Employee Resource GroupLatino Leadership NetworkBlacks United in Leadership and DiversityDisability Inclusion NetworkWashington Immigrant Network and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network.

Your opportunity at a glance

The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Customer Support – Journey 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. This position provides guidance to lower-level staff on complex issues relevant to desktop computing and customer service support.

In this role, you will provide expert technical support for all agency desktop and laptop computers, mobile devices (i.e., tablets, smartphones), and audiovisual equipment. This position proactively manages computers to minimize downtime for WSLCB staff members. You will be responsible for configuring the automated system (MEM) that deploys software and updates to agency computers. You will also be creating and maintaining current standard computer configurations (images) and applying group policies used on all agency computers.

If you have an interest in providing expert technical support for all agency desktop/laptop computers and other devices as well as configuring systems for updates, 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




Some of the duties you will perform are:

  • Administer and configure the automated software delivery system known as Microsoft Endpoint Manager (MEM).
  • Using programs such as VBScript, PowerShell, and others, configure software and software update installations to meet agency needs that include installation during off-work hours, no reboot required, minimum customer interaction, and assurance of prerequisite software installation.
  • Create and maintain a standard PC configuration (image) for each PC model used throughout the agency to ensure consistency for troubleshooting and usability.
  • Research and make recommendations to ITS Management for standard and exceptional PC models, Mobile devices, or peripherals for purchase.
  • Update the configuration at least quarterly to keep the standard configuration working efficiently and minimize customer downtime.
  • Working remotely and physically at the PC or Mobile device, diagnose and resolve known, and nonrecurring complex technical incidents and issues associated with applications software, operating systems, computer hardware components, and the integration of those on desktop and laptop computers. Work includes isolating, troubleshooting, researching, and formulating a fix to resolve the issues. This work includes contacting vendors and WaTech to gain information about the systems and resolve the issues in a timely fashion.
  • Troubleshooting often involves using system tools such as Active Directory Users and Computers, antivirus console, Microsoft Endpoint Manager (MEM), Event Logs, Group Policy Editor, remote desktop, etc. Issues are often a result of the integration of multiple systems or multiple software components such as Java interacting with other software or software failures because of hardware components.
  • Working remotely and physically at the PC, implement (new) service requests. This also involves working with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
  • Document procedures, standards, best practices configurations, settings, and installation sequences, and back-out instructions.
  • Understand and can demonstrate a professional working knowledge of IT principles, concepts, and methodology to apply advanced technical knowledge to incident management and escalation procedures.
  • Serve as agency tier 1 and tier 2 support for internal customers with needs requiring standard analysis and solutions. Collaborate with internal procurement and asset management teams as well as the state’s central technology provider to procure mobile devices.
  • Independently configure, test, install, maintain, and troubleshoot all standard end-user telecommunications hardware, telephony devices, and voice/data hardware products.
  • Administer and manage the mobile device management (MDM) services, (currently MEM). Ensure all agency-approved devices are registered in MDM.
  • Maintain the mobile application standards and catalog; Liaise with customer divisions to ensure requested mobile applications meet agency security, equipment, and business standards. Download and Publish Applications on Network Server.
  • Elicit functional and non-functional requirements and analyze hardware and applications against those provided.
  • Meet with and provide training and support to end users and staff on Telecommunication equipment and operations issues. Ensure documentation and knowledge base articles are current and up to date so employees can refer to them for troubleshooting steps.




Required Qualifications:

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



Three (3) years of demonstrated professional experience in information technology analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or telecommunications or network infra-structure equipment, or providing customer or technical support in information technology.


A minimum of two (2) of experience with enterprise (Microsoft Endpoint Manager) MEM administration. Must have experience installing, upgrading, and configuring the system to include:

  • Troubleshooting using system logs and tools.
  • Deployment of patches and software.
  • Setting permissions for role-based security.
  • Creating test groups as part of deployments.
  • Setting standards, processes, and procedures.


Five (5) years of desktop & mobile device support experience including board level, hard drives, video and network adapters, and disparate network configurations.


Recent experience creating Visual Basic (VB), PowerShell scripts, and other scripting tools.

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.
  • Three (3) years of experience creating and installing current and one previous Windows operating system desktop and laptop configurations (images).
  • Microsoft Certified Technology Specialist Administering and Deploying System Center 2016 Configuration Manager.



Supplemental Information




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.
**A resume will not substitute for completing the “work experience” section of the application.

The information provided in your application and supplemental questionnaire must support your selected answers in the supplemental questions. Responses not supported in your application will disqualify you for consideration of employment from this recruitment.

Prior to a new hire, 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.

Applicants for employment with the Washington State Liquor and Cannabis Board should also be aware of RCW 66.08.080, which states in part: “No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business.

RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of cannabis, useable cannabis, or cannabis-infused products, or derive any profit or remuneration from the sale of cannabis, useable cannabis, or cannabis-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.

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) 664.1720. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.

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How to Apply

State of Washington Job Opportunities | Work that Matters (governmentjobs.com)

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

Job expires in 41 days.

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