DCYF IT Customer Support - Entry

Company: DSHS
Location: Olympia
Posted on: June 9, 2021

Job Description:

Description The Department of Children, Youth, and Families (DCYF) was created to be a comprehensive agency exclusively dedicated to the social, emotional, and physical well-being of children, youth, and families regardless of race, ethnicity, sexual orientation, or other socioeconomic factors. We believe our workforce should reflect the communities we serve, and are actively searching for candidates that reflect that diversity.We're looking for two entry-level IT Customer Support Specialiststo help troubleshoot and resolve customer requests and issues. DCYF is the fourth-largest agency in Washington and has over 4,000 employees and 80+ field offices/locations. Your positive attitude, ability to troubleshoot, and excellent communication skills will be well utilized in these positions!Our vision is that "All Washington's children and youth grow up safe and healthy-thriving physically, emotionally, and educationally, nurtured by family and community."The Opportunity:As a customer support specialist with the IT Service Desk you will be relied upon to provide outstanding service, with a primary responsibility to assist all agency staff and satellite locations interacting with DCYF services to provide tier 1 and 2 IT computer support. With a focus on first-call resolution, these positions require root-cause analysis and trouble-shooting. This position is accountable for:Performing the initial triage of incoming requests, providing initial assessment, troubleshooting, and resolution for all tier 1 and tier 2 requests in Service Axosoft via all approved methods of communication.Upholding the department's strategic objective of providing highly reliable, quality IT support and problem resolution. Staff in this position often need to remote into agency staff locations to identify and assess issues with the operating system and various applications.Communicating out work stoppages and service degradation issues affecting staff's ability to conduct their work or access DCYF systems.This position serves as the Tier 1 and Tier 2 Service Desk Technician for the Department of Children Youth and Families. The Service Desk Technician serves as the primary point of initial contact for DCYF staff- answering incoming calls, emails, etc. If you have a broad range of general IT knowledge, and a passion for helping people resolve technological issues, apply today! Some of what you will get to do:Provide technical assistance to non-technical users while maintaining a high level of customer service.Assist with setup and relocation of desktop hardware and workspaces.Responsible for focusing on first-call resolution to ensure that 60% of all support tickets are resolved at theService Desk.Install, configure, and troubleshoot Microsoft Windows and Microsoft Office.Troubleshoot Microsoft SharePoint.Install, configure, and troubleshoot various Adobe products including Acrobat and Creative Suite.Support custom internal client-server applications (with adequate training).Support external client applications and services used by: DCYF staff (ex. fiscal, human resources, etc.)Serve as backup to the Service Desk Lead Technician in supporting the agency's telephone system (e.g. desk and mobile phones).Troubleshoot wired and wireless network connectivity issues.Troubleshoot basic hardware support issues (e.g. monitors, keyboards and mice, docking stations, projectors, tablets, printers and scanners, label writers, speakers, and microphones, etc.).Reset passwords for various user accounts across software and systems.Identify patterns in user requests and makes recommendation to management if disparate information received indicating a service outage, so management can call a service incident.Clearly and precisely documents customer issues, troubleshooting actions taken, steps to reproduce client issues, work performed, and validation of customer information and resolution of issues.Ensures customer is informed and up to date.Escalates issues to the next level of support when needed.Manage system access requests for multiple internal and external systems including Famlink, Barcode,ACES On-Line, SEMS, and Secure Access Washington (SAW).Troubleshoots OurKids mobile application issues for external users.Analyze the DCYF IT Security: 90 day: policy: and inactivate users determined to have not accessed theFamlink system during that time.Troubleshoots network accessibility: of all external users.Communicates daily with the Enterprise Technology and WaTech Service Desk to report issues that arise that are not supported by DCYF.Ensures that incoming help requests are responded to and resolved in a timely manner.Provides technical assistance and support to other IT desktop support technicians.Ensures that incidents reported to the Service Desk are tracked, logged, assigned, updated, and completed.Provides high-level orientation and training on agency processes and procedures to IT desktop support technicians as well as new and existing users.Respond to users inquiries via telephone or assigned through the agency: ticketing system regarding computer software and hardware operation to resolve problems in a timely manner. End-users are given a confirmation and provided with a resolution or expected time to resolve.Use remote tools such as System Center Configuration Manager or Bomgar to provide remote support to end-users in field offices or other remote locations to install software, provide guidance or configure the system. May occasionally travel to remote locations to provide support that cannot be provided remotely.Knowledge, skills, abilities, and behaviors necessary to be successful in the position:AdaptabilityAdapt easily to changing business needs, conditions, and work responsibilities.Adapt approach and methods to achieve successful outcomes in dynamic situations.Demonstrate the ability to learn new technologies quickly and independently.Ability to work individually or in a team environment.ConsultingUnderstand the customer's business requirements.Advocate for the customer's interests and objectives.Think and act proactively when consulting with customers and peers.Technical Writing and DocumentationCreate a variety of technical and non-technical documents, including but not limited to; status reports, incident reports, installation instructions, operations manuals, presentations, system diagrams, and procedures.Professional CommunicationsVerbal and written skills commensurate with the needs of a professional IT organization.Ability to interact effectively with individuals, groups, peers, supervisors, managers, vendors and customers.Understands the need for confidentiality in a professional environment and demonstrates a proven ability to adhere to confidentiality agreements.Ability to convey professionalism and cultural competency in interactions with the public, colleagues, and youth.Provides excellent customer service to agency end-users.Ability to understand and follow agency policies.Workload ManagementOrganize multiple assignments, sometimes of a complex nature involving competing priorities, to produce work products that are accurate, thorough, and on time.Unique business needs of those who work in the juvenile corrections environment.Use a variety of job-specific tools, office machines, and other office equipment.Ability to troubleshoot PCs and network connectivity issues for on-premise and remote end-users.Knowledge of computer hardware and software.Conducting tests of products, services, or processes to evaluate quality or performance.Ability to lift up to 50 pounds.Ability to handle multiple priorities in a timely and effective manner to achieve the agency's goals;Required Qualifications:Bachelor's Degree with a focus on Information Technology fields OR four years of progressive experience, training, or formal education in information technology, which may include: analyzing, designing, installing, programming, and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment or providing customer or technical support in information technology.Experience with modern, supported versions of all Microsoft Windows and Office versions/features.Experience with imaging/deployment technologies and installing client operating systems.In addition to those required qualifications, our ideal applicant will also have some or all of the following:Minimum of two (2) years of information technology support experience.Experience in Microsoft Windows operating systems, Microsoft Office productivity software and troubleshooting desktop issues.Knowledge of Famlink case management system.Knowledge of ACT case management system.Knowledge of WaCompass licensing system.Comp TIA A+ or the ability to pass the Comp TIA A+ certificationHow do I apply? Complete your applicant profile and attach the following documents:Letter of interest describing how you meet the specific qualifications for this positionCurrentresumedetailing experience and educationTo take advantage of Veteran's preference please attach your DD-214, member 4 long-form, or your NGB-22. Please black out your social security number prior to attaching.Supplemental Information:This position is covered by a collective bargaining agreement.The initial screening will be based on the content and completeness of your application and the materials submitted. All information may be verified and documentation may be required. Applications with comments such as "see attachments" or "N/A" in the supplemental question responses will be considered incomplete.DCYF is an equal opportunity employer and supports equity, diversity, inclusion, and respect. Need accommodation throughout the application/interview process? Unable to apply online? Contact the Recruitment team at or (360) 628-0114 or the Telecommunications Device for the Deaf at 800-833-6388Experiencing technical difficulties creating, accessing or completing your application? Call NEOGOV toll-free at (855)524-5627 or email. General suggestions for creating a good application packet:Read the job posting very carefully. Find out as much as you can about the position.Make sure you are very diligent in following all the application instructions. Include all requested documentation.Make sure your application and supplemental question responses address how you meet each of the required and desired qualifications.Carefully read each of the supplemental questions and respond completely to each one. Pay careful attention to each component of the question, providing examples, and thoroughly describing when and where you achieved the proficiency level, and detail the types of work you performed, the work products, etc., to demonstrate 'how'.Specifically include all of your work experiences doing the same or similar work, especially if you reference work in these jobs in describing when/where you gained proficiency level skills.Make sure your application reflects your best writing.04595 #ITjob #statecareer #hotjobs #Itpros #wastate #employerofchoice #diversity #equity #inclusion More than Just a Paycheck!Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.We understand that your life revolves around more than just your career and that your priority is making sure that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.Read about our benefits:The following information describes typical benefits available for full-time employees who are expected to work more than six months.Actual benefits may vary byappointment type or be prorated forother than full-time work. Check with the agency human resource office for specific benefit information.Insurance BenefitsEmployees and families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state. Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long term disability insurance, with the option to purchase additional coverage amounts. To view premium rates, coverage choice in your area and how to enroll, please visit the .Retirement and Deferred CompensationState Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the ' web site.Employees also have the ability to participate in the (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.Vacation (Annual Leave)You begin accruing vacation starting your first month of employment. Since we value your loyalty, the amount of vacation you can accrue increases the longer you work with us. Washington State supports members of the armed forces with 21 days paid military leave per year. Vacation accrues for full-time employees per .HolidaysFull-time employees are entitled to eleven* paid holidays:HOLIDAYDATENew Year's DayJanuary 1Martin Luther King, Jr's birthdayThird Monday in JanuaryPresidents' DayThird Monday in FebruaryMemorial DayLast Monday in MayIndependence DayJuly 4Labor DayFirst Monday in SeptemberVeterans' DayNovember 11Thanksgiving DayFourth Thursday in November & Friday afterChristmas DayDecember 25Personal HolidayEmployee's selection each calendar year*Employees who are members of certain Unions are entitled to an additional personal leave day of their choice.Please refer to specific for more information.Social SecurityAll state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.Sick LeaveFull-time employees earn eight hours of sick leave per month. Paid sick leave may be used for reasons included in .

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