Location: Olympia,WA, USA
About Us:
The Office of the State Treasurer (OST) is the state agency that serves as the bank for Washington State government. OST manages hundreds of billions of dollars annually in cash flow for state government, including most state deposits, withdrawals, and transfers. OST effectively and efficiently manages investments and debt for state government and has a pivotal role in providing financial services to local government. Investment returns for state and local government bring billions of new dollars to Washington communities and refinancing debt has saved Washington over a half-billion dollars since 2021. OST leads state and national policy initiatives affecting the State Treasury and the state's long-term fiscal health through legislation and through representation on several state boards and commissions. OST is equally committed to expanding financial education access throughout the state. The agency has a talented staff of approximately 70 employees committed to financial transparency and protecting Washington's financial health.
Opportunity:
As a member of the Office of the State Treasurer's dynamic IT team, you will secure and manage user access, oversee ticket workflows, and provide frontline support following IT standards and best practices. You will leverage your technical expertise and customer service skills to collaborate across teams, ensuring seamless operations, while growing in a fast-paced technology environment.
What we are looking for:
The ideal candidate for the Service Desk Administrator role is someone who thrives in a dynamic IT environment and brings a strong blend of technical skills and customer service acumen. They can effectively balance technical support duties with managing user access requests, commit to maintaining high levels of user satisfaction by responding promptly and professionally to inquiries, and are also highly organized. They also can communicate well with non-technical users and demonstrate a strong desire to grow their skills in IT support, with a willingness to learn and adapt to new technologies.Access Management (50%) - Ensure secure, efficient, and compliant access to TM$ and other internal applications. This plays a critical role in safeguarding sensitive financial information and preventing unauthorized access.
Tasks under this responsibility include:
* Provision, modify, and remove user access to the Treasury Management System as needed, based on approved requests and established policies, ensuring proper authentication, authorization, and security protocols are in place
* Responsible for resolving all issues (Tier 1 and Tier 2) related to TM$ access through the state network and SAW, consulting with other techs and WATech as needed
* Ensure timely response to access requests to support business operations and maintain productivity
* Conduct regular access reviews and audits to maintain compliance and mitigate risks associated with unauthorized access
* Address user inquiries and issues promptly to maintain a high level of user satisfaction
Service Desk Administration (25%) - Responsible for overseeing the entire ticket lifecycle process, ensuring that the Tech Services team adheres to established best practices and meets service level expectations.
Tasks under this responsibility include:
* Oversee and monitor the ticketing system for incoming tickets and ensure they are accurately documented, categorized, prioritized and assigned to appropriate technicians
* Track ticket status and progress and regularly update stakeholders, including end-users, technicians, and management
* Identify recurring issues or trends and recommend proactive solutions or process improvements to prevent future occurrences
Tier 1 Support (20%) - First line of support for end-user technology systems for approximately 140 devices used by 70+ internal users that work onsite at two locations and telework.
Tasks under this responsibility include:
* Deliver exceptional customer service by addressing end-user inquiries and concerns promptly and professionally
* Follow defined procedures for resolving workstation and mobile device issues
* Follow a defined process for escalating tickets to Tier 2 and Tier 3 support
* Collaborate with the Technical Services Team to develop policies and procedures for the delivery and technical support of end-user technology solutions
Agency project efforts. (5%) - Participate as a technical team memberAn Associate's degree or completion of an accredited vocational training program in an information technology or related program.
Or
One year of experience in information technology experience, such as installing and troubleshooting application software and/or maintaining computer hardware or providing customer or technical support in information technology.
Excellent problem-solving and analytical skills
Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
Complementary Qualifications include:
* Experience working as an IT help desk technician or in a similar customer support role
* Ability to diagnose and resolve a variety of technical issues
* Commitment to providing exceptional customer service
How to apply:
In addition to completing the online application, please attach to your profile an up-to-date resume and a cover letter detailing your interest in the position and your relevant skills and experience. Qualified applicants may be asked to complete an online assessment during selection.
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 candidates' suitability and competence to perform in the position.
Location, Hours, Salary & Benefits:
The OST takes pride in being a family-friendly and healthy work environment. It operates on a standard work week from Monday through Friday, with core business hours of 8:00 a.m. to 5:00 p.m. The duty station for this position is in Olympia, Washington, within the Helen Sommers Building located on the Capitol Campus.
All OST employees must work in the office at least two days per month. Your position requirements determine the remainder of your work schedule. This position will require you to work in the office five days a week for the first six months of hire, followed by the option to telework one day a week.
Salary:
The monthly salary range for this position is $5,096 - $6,856, with step M being a longevity step.
Benefits:
Washington State offers a competitive benefits package. Beyond the traditional benefits such as health insurance, life insurance and retirement benefits, we offer flex spending accounts, dependent care assistance, deferred compensation, 12 paid holidays, paid vacation, and sick leave. Click on the Benefits tab near the top of the page to learn more.
Equal Employment Opportunity (EEOC): OST is an equal opportunity employer; committed to providing employees with a work environment free of discrimination and harassment. OST provides equal access and opportunity to anyone who qualifies regardless of immigration status, on the bases of race, color, religion, national origin, sex (including pregnancy and related conditions, sexual orientation, or gender identity), age (40 and older), disability, genetic information (including employer requests for, or purchase, use, or disclosure of genetic tests, genetic services, or family medical history) retaliation for filing a charge, reasonably opposing discrimination, or participating in a discrimination lawsuit, investigation, or proceeding.
Recruitment access, assistance and contact information:
For questions about this recruitment or for applicants in need of assistance during the application process, please contact Nadine Sordahl at (360) ###-#### or via email to ...@tre.wa.gov. TTY users should first call 711 to access the Washington Relay Service.