Job Description

Description

Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.
This position serves as the senior IT Customer Support Journey professional and principal technical advisor/consultant for Information Technology planning and issues, and reports directly to the Regional Administrator with a matrix relationship to the Information Technologies Services Program Manager in Information Services. This position, designated as the Information Technology Unit (IT Unit), provides information technology support for the Everett, Mt. Vernon, and Bellingham offices by maintaining all technology related resources necessary for office and field work in all program areas for Region 1, including: Division of Occupational Safety and Health, Information Services Division, Field Services and Public Safety, Insurance Services, Fraud Prevention and Labor Standards. The position also supports Region 1 staff who work out of other State agency field offices and employees of other State agencies working in Region 1 field offices. They work directly with Region 1 management in decisions made for all users in Region 1 This position serves as the senior IT Customer Support Journey professional and principal technical advisor for the Regional Administrator related to Information technology issues in Region 1. Independently provides Professional Specialist level technical consulting, assistance and support in the design, development and maintenance of computer software, computer hardware, desktop, laptop, network, telecommunication and system applications needed to support the Region. Provides Professional Specialist Level technical assistance for merging new and emerging technology solutions to ensure consistency with agency-wide and inter/intra-agency technology solutions to meet business needs. Serves as a business area and regional representative on projects that affect technologies throughout the agency. Manages Information Technology projects, hardware and software resources for Region 1. Is a technical mentor to others.
Duties


Some of what you will do: Technical Consultation/Hardware & Software Procurement

• Consults with regional staff and management on technical information technology needs.
• Consults with regional staff and management on Regional project development.
• Analyze new capabilities that may be applied. Test and evaluate new software and/or hardware products, document characteristics, and make recommendations.
• Consults with vendors, Information Service staff and WATech & DES staff to obtain appropriate technical product information. Places orders for desktop hardware and software. Receives, inspects and enters receipt data into the appropriate agency system for information technology equipment.
• Acquires and maintains contracts for maintenance and warranty support for hardware and software as appropriate. Manages computer hardware and software resources for the region.
• Purchases desktop computer hardware and software components as approved by regional management within L&I and state purchasing guidelines.
• Maintains and monitors inventory of desktop computer hardware and software components within region.
• Prepares equipment for surplus and arranges for disposal of hardware and software in a manner that protects confidential information and data.
• Trains users one-on-one, small and large group training sessions.
• Shares information, contributes technical expertise, and collaborates with peers, business customers, managers and other IT professionals.
• Plans, consults, coordinates, and directs or facilitates the installation of desktop computer systems, hardware, software, application interfaces or applications. Resolves complex installation problems. May coordinate with an installation vendor.
• Maintains, modifies and installs, tests, and debugs desktop-level software such as operating systems, device drivers, memory managers, application software and communication software.

Desktop Hardware and Software Technical Support

• Installs, configures and upgrades desktop computer hardware and software as needed for business customers within the region.
• Installs, configures and upgrades mobile technology as needed for business customers within the region. Researches, analyzes, diagnoses, resolves and/or escalates mobile technology problems with L&I provided devices.
• Works in partnership with other IT Unit staff, Information Services staff and third party vendors as needed to resolve technical issues.
• Independently or as part of a team, troubleshoots and resolves technical issues within L&I computer systems environment.
• Creates and sends information to business customers and stakeholders concerning status of problems, projects and requests.
• Escalates problems needing additional resources or prioritization to the appropriate Lead or Manager within the region or in Information Services.
• Responds to off-hours problems as needed to ensure end user system availability and to minimize business impact.
• Installs and configures hardware devices (E.g., CD devices, backup drives, scanners, cameras, wireless devices, iPhones, desktop printers, network printers, monitors, multifunctional devices and other computer peripherals.
• Troubleshoots phone systems at the regional level to resolve telecommunications issues.
• May provide back-up assistance to other IT Units.

Problem Resolution

• Monitors and responds to HEAT trouble tickets reported to the IS Help Desk.
• Independently performs highly technical functions such as diagnosing and resolving mobile connection problems as well as desktop, laptop and peripheral hardware failures.
• Independently or as part of a team, troubleshoots and resolves technical issues within L&I\xe2\x80\x99s technical environment.
• Uses advanced diagnostic tools and personally resolves complex problems. May participate in or lead problem solving teams.
• Creates and sends information to customers and stakeholders concerning the status of problems, projects and requests.
• Escalates problems needing additional resources or prioritization to the appropriate regional manager or to Information Services.
• Responds to off-hours problems as needed to ensure system availability and to minimize business impact.

Regional telework technology support

• Assists in acquiring hardware and equipment transitions from desktop to laptop.
• Assure installation of all required software before releasing computer to Teleworker.
• Train in the use of new hardware, software, and support technology.
• Advise Teleworker on their installation of equipment offsite, and answer technology related questions.
• Coordinate release of all equipment to Teleworker.

Project Support

• Independently or as part of a team, plans, installs, configures and upgrades L&I desktop hardware and software systems.
• May be assigned as a technical resource and may represent IT Unit interests on projects and initiatives.
• Acts as a Liaison on the development of applications and modifications to existing applications.
• Attends agency required trainings.
• Attends technical training required to keep current in position responsibilities.

And much more!
Qualifications


Required: 4 years of information technology experience such as consulting, analyzing installing and/or maintaining software applications, hardware, telecommunications, or network infrastructure equipment; directing projects; providing customer or technical support in information technology. Must have 2+ years\xe2\x80\x99 experience supporting a Microsoft Windows technical environment comprised of 100+ customers in multiple locations. Must be able to function as part of a team, build rapport with co-workers and business customers, and provide excellent customer service and consulting. Must be able to independently apply advanced technical knowledge and considerable discretion to evaluate and resolve complex tasks. Strong Interpersonal and communication skills, ability to follow through with commitments, manage many projects and tasks, prioritize work dynamically as required during the work day, identify technology that can increase division effectiveness, and technology that can increase division effectiveness and the willingness to persistently advocate for new beneficial technology. As well as the ability to troubleshoot and resolve issues independently, locate and utilize resources to resolve problems and develop and work with a network of peers. Also must possess a valid driver\xe2\x80\x99s license. Desired: Demonstration of L&I Core Competencies as well as position specific skills, abilities, and competencies.
Supplemental Information



Things You Need To Know
To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules. State employee who meet the qualifications will become eligible for a generous retirement package at the end of the employee\xe2\x80\x99s career. Click on the \xe2\x80\x9cBenefits\xe2\x80\x9d tab to learn more. At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington\'s 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice. Per Gov. Inslee\xe2\x80\x99s Proclamation 21-14 (Download PDF reader), all employees who work for the Department of Labor & Industries must be fully vaccinated against COVID-19. Your vaccine status will be verified by Human Resources prior to your first day of employment. Please contact April Sharp (she/her/hers) at Elib235@lni.wa.gov if you need information on medical or religious accommodation. For this position, telework is dependent upon business needs and supervisor approval. When asked to work in the office, the duty station for this position can be in any of the following offices in Region 1: Everett, Mt. Vernon or Bellingham, Washington. Application process We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the mandatory and desirable qualifications described in the announcement. Please include the following documents with your application:

• A cover letter describing specific qualifications.
• A current resume detailing applicable experience and education.
• A list of at least three professional references with current telephone numbers.

Please do not attach or place any information about your vaccination status, including listing the governor\xe2\x80\x99s mandate as a reason for leaving employment, within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again. Other information

• A job offer is contingent upon completion of a background check that includes a criminal record review.
• For positions requiring travel, you must have a valid unrestricted driver\'s license and have insurance if driving a privately owned vehicle on state business.
• This position is represented by the Washington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.

Did You Know? Washington is America\'s Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer. In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington\'s 3 million workers. Veterans Preference Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I\xe2\x80\x99s Jobs@lni.wa.gov. Diversity, Equity, and Inclusion Employer L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency\xe2\x80\x99s greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone. The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service. You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization. For more Information If you have any questions regarding this job posting, program, or the agency, please contact April Sharp at elib235@lni.wa.gov or Angela Laramie at lari235@lni.wa.gov.