Service Desk Specialist - IT Customer Support - Entry Level - Permanent - *01565-23
FULL-TIME/PERMANENT
SERVICE DESK SPECIALIST
IT CUSTOMER SUPPORT – ENTRY LEVEL
Information Technology Services Division (ITS)
Olympia, Washington – Thurston County
Become a core member of a team that fosters secure, connected, and efficient information systems to maximize program-specific and/or organizational outcomes.
Foster the most and best-possible secure, connected, and efficient information systems to maximize program-specific and/or organizational outcomes by implementing and supporting legacy and state-of-the-art technology infrastructure, hardware, and software.
Business and science operations are enhanced or newly created via effective internal systems development activity or by assisting and selecting best-qualified external-developer partners and effecting necessary integrations with the Washington Department of Fish and Wildlife (WDFW) or State technology resources.
Little Spy – Photo Credit: Misty Mixon
With that in mind,
Picture yourself, working independently; utilizing standard troubleshooting methodologies to discern suitable and effective solutions to resolve all but the most complex problems.
The optimal applicants Prioritize customers and their needs and are dedicated to meeting their expectations.
We are seeking a candidate who is a cooperative team player and pursues everything with energy and drive.
Duties
Parenting – Photo credit: Bob Haney
Some of what our Service Desk Specialist does,
Provides Tier 1 Technical Support:
- Identifies, diagnoses, and resolves technical issues for users of personal computer hardware and software, users of mainframe interfaces, and users of agency network and internet technology.
- Communicates solutions to the end user(s) via telephone, email, instant message, and in person.
- Provides support via telephone, email, instant message, in person, and via remote desktop session.
- Utilizes systems such as System Center Configuration Manager, Active Directory, the Exchange Admin Center, the Jira Service Desk ticketing system and related automated workflows, remote desktop software, an automated call distribution system, various internet browsers, SharePoint, knowledge bases, and all Microsoft Office applications.
- Collaborates with other technical teams, collects information, determines solutions, and documents steps for troubleshooting hardware, application, and network related issues resulting in effective request, incident, and problem management.
Provides Support Related to Service Work Orders
- Uses technical acumen to review all submitted Service Work Orders for completeness.
- Analyzes each submitted Service Work Order to determine all services which are being requested.
- Services which may be requested via the Service Work Order include but are not limited to; requests for computer hardware and peripherals, computer software, permissions to applications and networked resources, telecommunications equipment, and setup, and/or requests to physically move IT hardware to a new location.
- Ensures all requests are properly approved by an approving authority prior to provision of an IT services for the requestor.
- Creates tickets in the IT ticketing system for each service requested via the Service Work Order. Complete initial troubleshooting for request. Assign tickets to the appropriate support group based on the nature of the request if unable to be resolved at tier 1 level.
- Links all tickets to a master ticket in the ticketing system, to be held and maintained by the Service Desk team. Track all linked tickets to ensure all services requested are completed in a timely manner. Verify with the customer(s) that all services were provided to their satisfaction prior to closing the master ticket.
WORKING CONDITIONS:
Work Setting, including hazards:
- Work is performed in an office setting with extensive computer work.
Schedule:
- Typically, Monday – Friday, 8:00 a.m. – 5:00 p.m.
- A varied schedule may be required including working Saturday or Sunday and overtime during peak periods, system implementations, maintenance, moves and outages.
Travel Requirements:
- Some travel may be required throughout the State to attend training, meetings, and conferences.
Tools and Equipment:
- Computer hardware and software.
Customer Interactions:
- Customer service is an essential function of this position.
REQUIRED QUALIFICATIONS:
- A Bachelor's Degree or higher in Computer Science, Computer Engineering, Information Technology, or another related field.
AND
- One (1) Year or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or Others.
OR
- An associate degree or higher in Computer Science, Computer Engineering, Information Technology, or another related field.
AND
- Two (2) Years or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or Others.
OR
- Four (4) Years or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or Others.
LICENSES AND CERTIFICATIONS:
- Must possess valid drivers’ license
- Must successfully pass a criminal background check and certify with a criminal justice security program (CJIS), which includes fingerprinting.
PREFERRED QUALIFICATIONS:
- Two (2) or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role.
- General knowledge of computer programming fundamentals
- General knowledge of database design fundamentals
Desirable Knowledge, Skills, and Abilities:
- Understanding of information technology systems including but not limited to hardware, applications, databases, network infrastructure, and mobile technology. Working knowledge of System Center Configuration Manager, Active Directory, Group Policy, and Exchange.
- Troubleshooting skills appropriate for an Information Technology Support Specialist. Computer hardware troubleshooting, computer application troubleshooting, and computer network troubleshooting
- The ability to provide adult-level instructional support for computer users with little to no experience working with information technology.
- The ability to remain calm and focused during times of distraction, and when urgent issues arise, and when faced with irate or otherwise uncooperative customers.
- The ability to recognize issues before they escalate, and to act to resolve those issues quickly.
- The ability to remain calm under pressure and remain focused on resolving issues quickly.
- The ability to handle distractions and return quickly to previously started tasks.
CONDITION OF EMPLOYMENT:
WDFW requires all employees to be fully vaccinated with the COVID-19 vaccine as a condition of employment. You will be required to provide proof of vaccination as part of the hiring process. Please do not upload your vaccination documentation with your application materials - your vaccination status will be verified by your supervisor before you will be allowed to work. Exemptions may be granted for religious or medical purposes.
Supplemental Information
Please note: Failure to follow the instructions below may lead to disqualification.
In order to successfully apply for this position, you MUST complete your profile at www.careers.wa.gov and attach the following to your profile before completing the online application:
- A cover letter describing how you meet the qualifications of this position (Generic cover letter will not be accepted).
- A current resume.
- Three professional references.
IMPORTANT NOTES:
All new employees must complete an Employment Eligibility Verification Form (I-9 Form) on their first day of work. If hired for this or any position at WDFW, you will be required to provide documentation proving you are eligible to work in the United States. For a list of acceptable documents, please use the following link: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents
JOIN THE WDFW TEAM:
The Washington Department of Fish and Wildlife has some of the most talented people in the natural resource field. We celebrate and value diversity, appreciating that a workforce composed of those from different backgrounds and experiences creates an inclusive environment, strengthens positive relationships with the local community, and brings new perspectives and approaches to fulfilling the agency’s mission. We value demonstrated skill in living WDFW values of Accountability, Service, Professionalism, Integrity, Respect, and Empathy (ASPIRE).
WDFW employees may be eligible for the following:
Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave*, 11 Paid Holidays per year*, Public Service Loan Forgiveness, Tuition Waiver, Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives (Download PDF reader), Combined Fund Drive, SmartHealth.
UNION - WFSE:
This position is covered by a collective bargaining agreement between the State of Washington, Department of Fish and Wildlife and the Washington Federation of State Employees (WFSE). This recruitment may be used to fill positions in addition to those listed.
Diversity, Equity, and Inclusion Employer
VETERAN PREFERENCE NOTICE:
To take advantage of veteran preference, please do the following:
- Email a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter to RecruitmentTeam@dfw.wa.gov.
- Subject line should include recruitment number, position, and Vet (for example: #10155 Biologist 1 – Veteran)
- Include your name as it appears on your application in careers.wa.gov.
MILITARY SPOUSE PREFERENCE NOTICE:
To take advantage of military spouse preference, please do the following:
- Notify us of your military spouse status by email at RecruitmentTeam@dfw.wa.gov.
- Subject line should include recruitment number, position, and MS (for example: #10155 Biologist 1 – MS)
- Include your name as it appears on your application in careers.wa.gov.
Note: Please blackout any PII (personally identifiable information) data such as social security numbers. For further information, please contact us at RecruitmentTeam@dfw.wa.gov.
As part of WDFW’s efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications. Therefore, we want to ensure that all individuals feel welcome, are treated fairly and respectfully. All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington.
The Department of Fish and Wildlife is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, disabled and Vietnam era veterans and people of all sexual orientations and gender identities are encouraged to apply.
Persons needing accommodation in the application process or this announcement in an alternative format may call (360) 902-2276 or the Telecommunications Device for the Deaf (TDD) at (800) 833-6388.
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.
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