Field Support Supervisor (2021-03733) Lacey

Company: State of Washington
Location: Olympia
Posted on: June 12, 2021

Job Description:

 In hopes to gain additional applicants - this job will remain open until selection is made. Application review will be ongoing, and therefore we encourage you to submit your application materials as soon as possible. If you have already applied, your application is still on file and you do not need to apply again. The Hiring Manager reserves the right to close the posting at any time once selections have been made.  

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Your opportunity to be a key part of how we live our vision and BUILD the nation's best and most future ready workforce starts right at ESD!

Power to Help:  Here at the Employment Security Department (ESD), we believe in the Power to Help when people need it most. We provide economic security to the people of Washington every day and in every corner of the state. We help people find jobs, bridge gaps in employment and soon we'll be providing paid family and medical leave. 

Power of a Job:  Our Information Technology Services (ITSD) Division improves our business by providing innovative IT support and services. We looking to hire a Field Support Supervisor to manage a team of professional IT staff resolving technology issues and service requests. You will interact with customers both remotely and on-site, delivering a high level of customer satisfaction through efficiency and reliability, and coordinating efforts with all service delivery teams, state agencies, and partners.  You'll be relied upon for directing the definition of hardware peripheral standards, responsible for the procurement, installation, and maintenance of all customer related associated hardware. This work includes the implementation of policies and procedures to ensure consistency with agency goals, industry best practices and regulatory requirements. Your knowledge and expertise will be critical in developing long term consistency of purpose, continuity over time, improved efficiencies, and lower operational costs.

Because we are always striving to learn from one another, we're open to implementing fresh ideas and concepts that come directly from staff. Through these efforts, we have created more innovative processes for the agency in order to better utilize the time of our valuable IT professionals. These innovations include Continuous Integration (CI) in our build and release pipeline, platform-as-a-service (PaaS) web and database deployments to the Azure platform, restful web-API services for our applications, standardized frameworks for our batch processes, better dashboards for our operations support, and more. If you are ready to join a team of pioneering IT professionals continuously improving our customer's experience and service levels, then we hope you will apply today!

• -> PLEASE NOTE: In addition to the base salary, this position will receive an additional (5%) supervisory pay differential.

As the Field Support Supervisor, you will be responsible for providing leadership, direction and technical guidance to IT infrastructure personnel, so that members of the field support team can effectively support of the agency's mission to connect employers and jobseekers. You will direct operations, administration, and maintenance of enterprise IT infrastructure solutions for IT systems based on specific business requirement, and provide input and feedback in support these solutions, ensuring that agency IT systems are always available and highly responsive in providing services for internal and external customers.

For a full description of duties - please click here to request from the recruiter: PDF Request Required Qualifications:

• Bachelor's Degree in Information Technology or closely related field.

 AND

• Seven (7) years IT experience related to managing, operating and maintaining enterprise network, data and voice infrastructure.

OR a combination of education and/or relevant experience.

AND

• Experience with configuration, installation, troubleshooting and supporting server, desktop, and computer services and equipment.
• Working knowledge with Microsoft end-user technologies such as Office suites, Microsoft Exchange, Microsoft System Center Configuration Manager (SCCM).
• Familiar knowledge with Microsoft Windows Server operating systems, Microsoft Windows Domain Services (DNS), Active Directory Services (AD).
• Familiar knowledge with WAN architecture (MPLS, VPN, QoS).
• Familiar knowledge with Cisco Switching fabric (LAN, WLAN).
• Familiar knowledge in the design and implementation of network and telecommunication rooms, UPS, cabling, and HVAC requirements. 
• Familiar knowledge with VoIP equipment, operation and application.
• Experience supporting enterprise network management and monitoring tools such as Solarwinds, ExtraHop and Cisco Prime Infrastructure.

The most successful candidates will also have demonstrated skills in:

• Ability to effectively and efficiently manage multiple tasks using prioritization techniques.
• Ability to lead people, tasks, and projects.
• Excellent verbal and written communication skills.
• Excellent organizational and time management skills.
• Knowledge of facilitation and coaching techniques.

Desired Qualifications:

• Experience managing and/or leading an enterprise IT support group function.
• ITIL Certification or equivalent applied experience.

Please attach a Resume and Cover Letter to your on-line application (through the Add Attachment(s) field).

• A resume will not substitute for the "work experience" section of the application.
• Applications with comments such as "see attachments" or "see resume" in the supplemental question responses may be considered incomplete.

Other Information

• Position may require frequent and/or occasional travel to field offices within the state, and/or occasional travel for meetings and/or training. Must meet requirements to operate state vehicles.
• This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.
• The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
• If you are having technical difficulties creating, accessing or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960.

More than Just a Paycheck! Washington State offers one of the most competitive benefits packages in the nation. To read more about our benefits, click on the following employee benefit links: 

• Benefits (insurance, retirement, and related benefits)
• Vacation, Leave, and Holidays
• Special Programs (additional benefits)

Modern Workplace

ESD is diligent and remains focused on creating a modern workplace designed to meet the needs of a changing workforce. We have wellness programs, telework policies and flexible schedules and are working to update our facilities all over the state to enhance both the client and employee experience. 

Opportunity for All

The Washington Employment Security Department 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, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Please include your name and pronouns in your application, to ensure we address you appropriately throughout the application process.

If you are a person with a disability and would like to request an accommodation in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Carolyn Haley on the Talent Acquisition Team at chaley@esd.wa.gov, Washington Relay Service 711, or HRRecruiting@esd.wa.gov.      

Keywords: State of Washington, Olympia , Field Support Supervisor (2021-03733) Lacey, Other , Olympia, Washington