IT Customer Support - Journey

AGRICULTURE - A Cornerstone of Washington's Economy

The Washington State Department of Agriculture has been serving the state for more than 100 years. Through service, regulation, and advocacy, we keep agriculture viable and vital in Washington State, while protecting consumers, public health, and the environment. We work extensively with farmers and ranchers, but our responsibilities – from ensuring food safety to environmental protection – touch the lives of millions of people locally, nationally, and abroad.

The agency includes 780 employees approximately and grows close to 1,000 employees at the peak of seasonal work. To learn more and view additional openings, please visit our Employment Page.

The Information Technology Office exists to enhance business processes by delivering IT solutions to agency-wide employees. The IT Office is staffed under four main groups, to include Service Desk, Application Development, Network/Security and Systems Administration. 

WSDA is recruiting for a full-time non-permanent IT Customer Support -Journey position within the Director's Office Division. This position is located in Olympia, Washington. This is a non-represented position.

The base pay offered will take into account internal equity and may vary depending on the preferred candidate's job-related knowledge, skills, and experience. The typical starting salary range for this position is: Range 03IT, Step A $72,816 - Step L $95,568 annually. 

What to Expect
Some of the various responsibilities within this role:

• Perform ITIL Tier 2 or higher (complex} issue resolution for incoming tickets and service requests, including installing and upgrading software and hardware, network, and connectivity, configuring systems and applications.
• Provide advanced technical support for business applications utilizing remote tools for field and home offices, such as but not limited to: MS Remote Desktop, LoqMeln, and lvanti UEM (comparable to SCCM). 
• Utilize Microsoft Entra ID (Azure} and on-premises Active Directory to resolve computer and user issues such as but not limited to group membership, granting permissions to applications and systems, and file systems. joining/removing computers from the domain and ensuring assets have the standard settings and configurations by applying and updating group policy settings.
• Manage and troubleshoot Exchange mailboxes to include but not limited to managing access, configuring permission levels and assigning ownership. 
• Resolve Local Area Network (LAN} and wireless network connective issues by utilizing advanced troubleshooting and following the OSI model, such as but not limited to resolving TCP/IP settings, utilizing tools and scripts to identify, release and renew IP addresses, flush DNS and trace network traffic. 
• Create, test, troubleshoot, and deploys custom computer images to automate the PC build process.
• Configure policies and mobile endpoints (smart phones and tablets} using a Mobile Device Management (MOM} solution to maintain control over the devices and adhere to state and agency security requirements.
• Troubleshoot in-house and unique applications by configuring and resolving SQL connections, and identifying issues related to user permissions. 
• Research, configure and deploy nonstandard and unique equipment such as GPS and handheld devices, data card and scientific barcode printers and various types of lab equipment. 
• Apply ITIL Service Operation practice by taking action to restore agency-wide interruptions in service due to incidents, working to pinpoint and prevent the recurrence of problems, and examining and analyzing service events to ensure business continuity. 
• Create and maintain technical documentation for all systems supported and managed by the Service Desk as well as documentation for end point management and develops agency's hardware standards. 
• Provide excellent customer support using active listening to fully understand the issue, keeping the customers updated on progress, next steps, and resolutions.
• Utilize PowerShell scripting to automate and troubleshoot processes and to gather data and create reports.
• Maintain accountability for agency IT assets, ensuring a complete and accurate WSDA technology asset inventory is maintained. 
• Collaborate with IT teams, agencies, vendors, and stakeholders to develop and update processes ensuring they meet state and agency standards.
• Identify IT trends by analyzing new requirements, capabilities, and configurations that may be applied to the organization to improve efficiency.
• Create and manage detailed documentation in a ticketing system including, but not limited to, transpiring timelines, efforts, costs, events, and correspondence with customers/vendors. 
• Vendor liaison, coordinating with various IT vendors to review specifications, implement and troubleshoot various hardware and software. 
• Recover data utilizing IT data recovery tools. 
• Configure and deploy standard hardware such as but not limited; desktops, laptops, mobile, devices, printers, and peripherals ensuring they meet agency and state standards. 
• Manage all software installations including installation and setup files, license keys, subscriptions, and inventory. 
• Assist with resolving widespread technical issues by recognizing and troubleshooting agency-wide system outages pertaining to servers, network, email, or applications.
• Monitor system health using tools to proactively respond to system interruptions and slowdowns, including but not limited to; SolarWinds, WaTech's System Status site.
• Resolve issues related within agency-wide critical systems, using advanced technical skills to analyze the issue, determine the root cause and uses out of the box thinking to develop sustainable solutions working with other IT teams if necessary to implement solutions.
• Apply analytical process to the planning, design, and implementation of IT systems to meet the business requirements of customer organizations.

• A bachelor’s degree in computer science or related field

• Four (4) years of information technology experience consulting, analyzing, designing, configuring, installing, troubleshooting enterprise systems, providing customer support and technical support in information technology.

• An associate degree or equivalent, two years (2) of vocational training in a technical field,

• Five (6) years demonstrated experience in: 
  • Consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment.
  • Providing customer or technical support in information technology.
  • Directing or being a technical SME on projects.

• Demonstrated ability to effectively communicate, independently analyze, and weigh the risks versus benefits in decisions and recommendations. 
• Demonstrated skill in delivering group presentations and the ability to present complex information in a way that is easily understandable to the audience. 
• Demonstrated history of successful organization and time management skills. 
• One (1) + years' experience providing first and second tier support in a Service or Help Desk environment. 
• One (1) + years' experience supporting cloud systems or infrastructure such as Microsoft Azure Active Directory, M365. Saas systems, etc. 
• One (1) + years' experience creating and updating technical and user documentation. 
• Must be able to function as part of team, build rapport and provide excellent customer service. 

• A+ Certification or equivalent experience.
• Two (2) + years of experience with PowerShell.
• Experience providing third tier support in a Service or Help Desk environment.   

Employee Benefits

• A healthy work/life balance, which may include flexible work schedules, and teleworking.
• WSDA provides an excellent benefits package beyond traditional benefits. State employment offers Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave; click here for more information.
• 12 paid Holidays & Vacation and Leave Accruals.
• All Personal Protective Equipment (PPE) required will be provided by the agency. 

How to apply

You must complete your careers.wa.gov profile and answer the supplemental questions. In addition to completing the online application, and supplemental questions applicants must attach the following documents to their profile to be considered for this position:    

· A resume detailing experience and education

· A cover letter describing how you meet the specific qualifications for this position

· Three professional references 

By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed.

If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or email support@neogov.com.

The initial screening will be solely based on the contents and completeness of your application and the materials submitted. All information may be verified, and documentation may be required. Applications received via e-mail will not be accepted in lieu of applying through the state's on-line recruitment system.

Equity at WSDA 

The Department of Agriculture recognizes, appreciates, supports, embraces, and respects all cultural identities and backgrounds while we collaborate in authentic ways. We hire amazing people that share in the commitment to our Pro-Equity Anti-Racist (PEAR) strategic plan, our Healthy Environment for All (HEAL) Act implementation plan, and our unique needs and desires for belonging, respect, and inclusion. We value the growth and development of our team members by providing equitable access to resources and opportunities for continuous learning, improvement, and advancement.

We strive to hire, cultivate, and retain a productive and dedicated workforce that reflects the communities we serve while we are committed to a workplace that celebrates our differences and supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws.

Contact Us

Should you have any questions regarding this position or the online application, contact the Human Resource Office at Recruitment@agr.wa.gov. 

Prior to a new appointment into the Department of Agriculture, 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. 

The Human Resources Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.    

Veteran's Preference: Applicants who meet the minimum qualifications and wish to claim Veteran's Preference MUST attach a copy of their DD214, or other verification of military service. Please blackout any personally identifiable data such as social security numbers. For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here. 

Persons with a disability, who need assistance with their application or need this announcement in an alternative format, may call 664-1960 or toll free (877) 664-1960. TTY users should first call 711 to access the Washington Relay Service.

For more information about the Washington State Department of Agriculture, visit us at www.agr.wa.gov.