Job Description

Description

IT Customer Support - Entry
Full Time | Permanent
Salary Range: $4,758 \xe2\x80\x93 $6,400 Monthly


This is a telework/hybrid position. Work may be performed from anywhere within the state of Washington. Travel may be required.


The Washington State Department of Corrections has an exciting opportunity for an individual with excellent customer service and a diverse set of Information Technology (IT) experiences to join the team as an IT Customer Support Entry! The goal of this role is to provide initial IT computer and software technical support and Account Administration for 9,200 Department of Corrections staff.


With a focus on service excellence, you will triage, document, and resolve IT related customer incidents and requests through reliable and efficient technologies. Where escalations and/or transfers are required, you will route Service Portal tickets to the appropriate tier 2 or tier 3 technical areas such as Domain Services, Voice Services, Applications Support Group, etc.


The ideal candidate is ready to serve others and provide quality customer service while directly supporting the department\xe2\x80\x99s strategic goals and objectives.


A completed application packet will include:

• A detailed resume
• A cover letter regarding your interest for this position with our agency
• Three professional references

Duties

We are looking for teammates who share our vision of public service, committed to an equitable and inclusive culture that fosters and inspires excellence, while promoting innovation, engagement, and safety, leading to better outcomes for our incarcerated population, our agency, and our community.


As an IT Customer Support - Entry, some of your duties will include:

• Providing technical support and technical guidance relative to problems involving user interface, browser, hardware, and DOC business applications which could include:
  • Serving as first point of contact for customers seeking IT technical assistance
  • Determining the best solution based on the issue and details provided by the customer
  • Utilizing technical experience, provided reference materials, and known IT principles to troubleshoot, diagnose and resolve reported technical issues
  • Aligning knowledgeable resources with reported problems to identify issues and implement solutions
• Providing customer service excellence to 9,200 DOC staff across the state via multiple contact channels to include phone, email and self-service portal to include:
  • Providing solutions with friendly and effective customer interactions
  • Acting as the primary representative of IT to the customer
  • Providing a quality response for all customer contacts in a timely manner.
  • Providing effective verbal and written communications to customers keeping them updated with progress and status
• Coordinates Incident and Service Request workloads to ensure work is appropriately assigned, categorized, prioritized, documented and escalated in accordance to establish processes and principles
• Provides tier 1 Account Administration for 9,200 DOC staff to ensure permissions and access are accurately assigned and maintained

Qualifications

What we need (required qualifications):

• High school diploma or equivalent
• 12 months experience in an IT environment; analyzing, diagnosing and resolving customer\xe2\x80\x99s technology issues via telephone, email, and a self-service ticketing system.
• Support level knowledge of computer systems, especially Microsoft Office Suite and Windows 7, or 10 Operating Systems
• Ability to demonstrate strong communication skills, both verbally and written

What will make your application stand out (preferred qualifications):

• Technical competency certifications such as CompTIA A+ or Microsoft Certification (i.e. MTA, MCP)
• AA or BA in an Information Technology related field
• 3 years of Information Technology experience in an IT Customer Support environment

Supplemental Information

Vision: Working together for safer communities.
Mission: Improving public safety by positively changing lives.
Our Commitment: To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.


DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.


COVID 19 Vaccination Requirement
Employees of the WA State Department of Corrections (DOC) are required to be fully vaccinated against COVID-19 as a condition of employment. Any offer of employment is contingent upon verification of your vaccine status. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. You may request an accommodation if you are unable to meet this requirement due to a medical or religious necessity.


IMPORTANT NOTES:

• Please include a minimum of three (3) professional references with your application. A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies. If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.
  **Please note: Phone number AND email address are required for all professional references.
• A background check including criminal record history will be conducted prior to a new hire. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant\xe2\x80\x99s suitability and competence to perform in the position.
• Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
• We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws. A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.
• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire. When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.

Telework Details
This position may be allocated for telework. Work may be performed from your home or another offsite location within the state of Washington using a reliable internet or cellular hotspot service at that time. Employees are expected to perform assigned duties in a safe manner, to take proper care all state-issued equipment, and maintain confidentiality of all information in possession while working offsite. Employees will be required to commute to a Department of Corrections facility or field office as business requires, to potentially include components of the onboarding process. Some offices will have a \xe2\x80\x9cdrop in\xe2\x80\x9d area available, however, a dedicated workspace within a DOC facility will not be provided.


What We Offer:
As an employee of the Department of Corrections, your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:

• Remote/telework/flexible schedules (depending on position)
• Up to 25 paid vacations days a year
• 8 hours of paid sick leave per month
• 12 paid holidays a year
• Generous retirement plan
• Flex Spending Accounts
• Dependent Care Assistance
• Deferred Compensation and so much more!

For questions about this recruitment, or to request reasonable accommodation in the application process, please email mackenzie.conley@doc1.wa.gov or call us at 509-630-9160. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.