Location: Olympia,WA, USA
Openings: Two (2) positions
Working Title- Service Desk Specialist
Classification- IT Customer Support - Entry
Job Status- Full-Time/Permanent
WDFW Program- Director's Office - Information Technology Services
Duty Station- *Olympia, Washington - Thurston County
* The main duty station of this position is in Olympia; however, the selected candidate MAY be able to telework/work remotely up to 4 days per week at the discretion of the supervisor.
Learn more about being a member of Team WDFW!
Blue Lake fishing - Photo Credit: Rich OConnell
Embrace this role to provide tier one information technology assistance and operational support to users of the agency's devices, applications, network, and other services in all WDFW business programs statewide.
Picture yourself being responsible for enterprise-wide network and email account provisioning and being the point of contact between the business programs and IT for all employee hires, transfers, and departures.
This is an opportunity resolve technical issues via remote support.
We've got your back! Subject matter experts are available for escalations when needed.
WHAT TO EXPECT -
Among the varied range of responsibilities held within this role, this position will:
Provide Tier 1 Technical Support.
* This position identifies, diagnoses, and resolves technical issues for users of personal computer hardware and software, users of mainframe interfaces, and users of agency network and internet technology.
* Support is provided via telephone, email, instant messaging, in person, and via remote desktop session.
* Systems used to accomplish this work include, but are not limited to, System Center Configuration Manager, Active Directory, the Exchange Admin Center, Intune, Company Portal, the Jira Service Desk ticketing system and related automated workflows, remote desktop software, an automated call distribution system, various internet browsers, SharePoint, knowledge bases, and all Microsoft Office applications.
* Communicates progress in a timely manner. Creation, updating, and tracking of service request and incident report tickets results in the maintenance of the Service Desk as the single point of contact for all the agency's ~2,400 computer user's needs.
Provide Support Related to Service Work Orders.
* Use technical acumen to review all submitted Service Work Orders for completeness.
* Analyze each submitted Service Work Order to determine all services which are being requested.
* Services which may be requested via the Service Work Order include but are not limited to; requests for computer hardware and peripherals, computer software, permissions to applications and networked resources, telecommunications equipment, and setup, and/or requests to physically move IT hardware to a new location.
* Ensure all requests are properly approved by an approving authority prior to provision of an IT services for the requestor.
Access Management.
* Provision and de-provision employee network and email accounts, administrative privileges, and security permissions, using Active Directory Users & Computers (AD), Active Directory Service Interface (ADSI), the Exchange Admin Center (EAC), proprietary PowerShell scripts, and information received via Human Resources (HR) & the Human Resources Management System (HRMS). The result of this activity is efficacious administration of incoming, transferring, and departing employee's access credentials, security permissions, and administrative privileges for the agency's ~2,400 computer users.
* Provision and de-provision physical access card keys for DFW and other staff in the Natural Resources Building. Service Desk staff use and adapt DFW business workflows, required forms, and necessary approval mechanisms to provide physical access to the building's common and restricted areas.
Data Retention.
* Perform data retention activities on departing customer's computer and network drives in accordance with the agency's public disclosure request guidelines and policies. This is accomplished via partially automated workflows in the Jira ticketing system, as well as remote sessions, onsite storage technology, and long-term offsite storage technology. The result of this activity is mitigation of the agency's public disclosure liabilities.
IT Hardware & Software Purchasing.
* Perform initial data capture and processing for technology purchase requests made by customers.
* Validate approval to purchase. Coordinate purchasing activity with agency purchasing and fiscal staff, and with local and regional technicians responsible for installation of purchased hardware and software.
* Keep accurate records of the status of each purchase activity from request to purchase, delivery, and installation.
Working Conditions:
Schedule: Typically, 8:00 AM to 5:00 PM, Monday - Friday. A varied schedule may be required, including working Saturday, Sunday, and/or overtime during peak periods, system implementations, maintenance, moves, and outages.
Travel requirements: Some travel may be required throughout the State to attend training, meetings, and conferences.
QUALIFICATIONS:
Required Qualifications:
A Bachelor's Degree in Computer Science, Computer Engineering, Information Technology, or another related field; and one (1) year or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or Others.
Or
An associate degree in Computer Science, Computer Engineering, Information Technology, or another related field; and two (2) years or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or Others
Or
Four (4) Years or more of professional experience working in a helpdesk and/or workstation support role, troubleshooting connectivity issues in a networked environment, working with other teams and customers solving incidents and problems in a technical environment, and experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or Others.
Special Requirements/Conditions of Employment:
Must successfully pass a criminal background check and certify with a criminal justice security program (CJIS), which includes fingerprinting and direct support of Law Enforcement Officers (LEO).
Preferred Qualifications:
In addition to the required qualifications, our ideal applicant will possess some or all the following:
* Two (2) or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role.
* General knowledge of computer programming fundamentals.
* General knowledge of database design fundamentals.
* Good technical writing skills.
Your application should include the following:
* A completed online application.
* An up-to-date resume (chronological preferred) showcasing how your qualifications align with the job requirements.
* A cover letter detailing your interest in the position, your relevant skills and experience, and why you are the ideal candidate.
* At least three (3) professional references with current contact information.
SUPPLEMENTAL INFORMATION:
In addition to pay and other special employee programs, there are other benefits that WDFW employees may be eligible for. Click the Benefits tab at the top of this announcement to learn more.
Important Note:
All new employees must complete an Employment Eligibility Verification Form (I-9 Form) on their first day of work. If hired for this or any position at WDFW, you will be required to provide documentation proving you are eligible to work in the United States. For a list of acceptable documents, please use the following link:
Union - WFSE:
This position is covered by a collective bargaining agreement between the State of Washington, Department of Fish and Wildlife and the Washington Federation of State Employees (WFSE). This recruitment may be used to fill positions in addition to those listed.
Veteran and Military Spouse Preference Notice:
Per RCW 73.16.010 Veterans and qualifying spouses who meet the minimum qualifications of a position are eligible for preference during the initial application review stage. To receive this benefit, please do the following:
* Notify us of your veteran or military spouse status by email at ...@dfw.wa.gov.
* Veterans only - Attach a copy of your DD214 (Member 4 copy), NGB 22, or USDVA signed verification of service letter.
* Please redact any PII (personally identifiable information) data such as social security numbers.
* Subject line must include recruitment number, position, and spouse/veteran (example: 2024-1234 - Biologist 1 - Veteran)
* Include your name as it appears on your application in careers.wa.gov.
Diversity, Equity, and Inclusion Employer
As part of WDFW's efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications. Therefore, we want to ensure that all individuals feel welcome, are treated fairly and respectfully. All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington.
The Department of Fish and Wildlife 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, disabled and Vietnam era veterans and people of all sexual orientations and gender identities are encouraged to apply.
Request an accommodation: Persons needing accommodation in the application process or this announcement in an alternative format please contact Jayme Chase by phone 360-###-#### or email ...@dfw.wa.gov, or the Telecommunications Device for the Deaf (TDD) at 800-###-####.
Technical Difficulties: If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) ###-#### or ...@neogov.com.
Other questions: If you have other questions regarding this position, please reach out to ...@dfw.wa.gov and reference job #2024-11180.
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