Location: Tumwater,WA, USA
Our Mission: Keep Washington Safe and Working!
Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability
Please note: This announcement represents multiple opportunities.
Within Insurance Services, the function of the Technical Services IT unit is to ensure office technology & enterprise document management technology solutions are available to Insurance Services' 1200 staff and numerous external partners. Our mission is to keep the systems functioning properly in order to further the department's mission to keep Washington Safe and Working.
Join us in our mission to Keep Washington Safe and Working by applying now!
THE TEAM
L&I's Insurance Service Division is made up of 12 distinct business programs that in total, make up Washington State's Workers Compensation System. These 12 business programs are composed of 58 unique business units which, in total, have approximately 1200 employees. This position is part of a team of 8 technicians who support hardware and software for the division.
THE ROLE
As a member of this collaborative team, the selected candidate for this opportunity will provide desktop and application in the Insurance Services IT Unit. If selected for this position, you will spend your days working on Tier 2 and Tier 3 technical assignments, following standards and best practices for the unit and supporting the implementation of new technology. This position maintains an awareness of evolving trends in desktop technology and strategizes with the IT Unit members and lead on how best to position the team to meet the future desktop technology needs of the division. We are searching for an individual who can demonstrate excellent customer service and high level technical support to our broad customer base.Some of what you'll do:
* Provides technical support for the desktop operating system and Microsoft Office suite of applications and numerous other software.
* Analyzes IT issues carefully to develop and implement a resolution that ensures that impacts to our customer or business units are minimized and work stoppages are avoided.
* Meets with individual customers on an ad-hoc basis to understand business/technical needs and advise on current state of technology items within our portfolio as well as other potential technology solutions outside of L&I's portfolio.
* Troubleshoots and diagnoses hardware related issues on agency desktops, laptops, tablets, telephones, headsets, desktop label printers, peripheral devices etc. Installs replaceable parts such as RAM, hard drives, power supplies, and coordinates with vendors for onsite repairs of other failed hardware.
* Develops and conducts individual and/or group training to build customer self-sufficiency and increased productivity.
* Monitors and coordinates technology implementations/installations, ensuring appropriate resources are engaged, providing progress and status updates to customer representative as needed.
* Maintains, configures and upgrades mission critical Support Services such as NextScan, Kofax, Scanner PCs, Batch Print services, microfiche auditing software, CD publishing system, etc.
* Builds, edits, and maintains surveys which gather information from external customers.
* And so much more!!
REQUIRED:
* Eight (8) years of experience providing IT Desktop Support (or equivalent) in a professional capacity to customers.
OR
An Associate degree in an IT field of study (or related field) AND Six (6) years of experience providing IT Desktop Support (or equivalent) in a professional capacity to customers.
OR
A Bachelor's degree in an IT field of study (or related field) AND Four (4) years of experience providing IT Desktop Support (or equivalent) in a professional capacity to customers.
* Note: Examples of this type of experience include consulting, analyzing, installing and maintaining IT hardware, software applications, telecommunications systems or network infrastructure equipment.)
* Four (4) years' experience in functioning as part of an IT team, building rapport with co-workers and business customers, effectively coordinating work efforts and providing excellent customer service.
* Four (4) years' experience communicating about technology issues with a non-technical customer base, verbally and in writing.
* Demonstrated experience conducting research and analysis of technology solutions, problem-solving, decisiveness, ethics, integrity, planning, multi-tasking, teamwork, and time management.
* Ability to adapt easily to changing business needs, demonstrate flexibility, independently research, evaluate and draw conclusions from data; support recommendations with facts and analysis, interpret and apply policies and procedures.
* Must have the ability to appropriately handle confidential data/documents/information in compliance with agency standards.
* Note: Experience may be obtained simultaneously.
DESIRED:
* Microsoft Certified Solutions Associate (MCSA): Windows 10 Certification;
* ITIL Certification;
* Network+ Certification;
* Experience using Active Directory and SCCM;
* Two years' experience creating or modifying PowerShell scripts used to install or modify desktop applications and configurations.
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 employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee's career. Click on the Benefits 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.
For this position, telework is permitted full time dependent upon business needs and supervisor approval. The assigned duty station for this position is Tumwater, Washington.
For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.
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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 medical information (vaccination status included) 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.
To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.
Background Check Notice
Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.
Other information
* 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 3.3 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's ...@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's 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-###-####. 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 the ...@lni.wa.gov.