IT Customer Support - Entry Level

State of Washington • Olympia, WA

352d

About The Position

The Office of Financial Management (OFM) serves as the backbone of Washington state government. Our mission is to make our state a better place by connecting people, budgets, policies, data, and systems for state agencies and the Legislature. Our team includes budget advisors, researchers, and other experts, all dedicated public servants working towards an equitable future for every Washingtonian. If you want to play a key role in enhancing how state government serves its citizens, you've found the right place. Join us in making a meaningful difference for every Washingtonian!

Requirements

• Two (2) years of information technology experience supporting, analyzing, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, to include Help Desk or Call Center Support providing customer or technical support in information technology.
• Awareness of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts.
• Experience with Exchange management console and other account management tools.
• Proficiency in MS Office Suite (Outlook, Word, Excel).

Nice To Haves

• Experience managing mobile devices.
• Completion of customer service training course.
• Knowledge of enterprise applications and business processes supported by OFM.

Responsibilities

• Provide Tier 1 support for all applications and services.
• Provide Tier 2 system administration support for several systems, including Human Resource and Payroll IT applications as well as mobile device administration.
• Track and categorize requests, maintain a knowledge base for application support, and develop technical documentation.
• Analyze and delete erroneous personnel numbers from HRMS.
• Reset/unlock HRMS Professional user accounts (SU01).
• Triage and mitigate customer technology issues or concerns, with escalation as needed.
• Identify and resolve technical and data issues that will or may affect the customer.
• Use remote assistance tools to troubleshoot and resolve browser, UI/application, and other desktop issues for users.
• Create and maintain technical documentation in support of the endpoint environment.
• Provide technical expertise and advice in troubleshooting and solving issues with connectivity, hardware, and supported software/application.
• Configure and maintain mobile devices, to include OS, hardware and software, utilizing Mobile Device Management (MDM) technology and other management tools.
• Manage Sponsored Guest WiFi access for users as needed.
• Research, plan, test, communicate, implement, and configure new technology and upgrades to existing systems.
• Collaborate with security personnel to ensure all standards, policies, and processes adhere to industry standards and best practices.
• Troubleshoot and mitigate security vulnerabilities and incidents affecting mobile devices.
• Create and maintain mobile device processes and documentation.
• Serve as the first point of contact for customers reporting incidents, problems, and service requests for all OFM-supported applications and services.
• Utilize the GovDelivery communications tool to create and send customized notifications regarding system outages, planned maintenance, and other service updates for all supported services and applications.
• Create accounts and reset passwords within supported applications as well as Active Directory.
• Analyze and configure browser settings in multiple browsers to enable and disable settings to support the enterprise applications.

Benefits

• An environment of diversity, equity, inclusion and belonging
• Tuition reimbursement
• Medical, Dental, Vision, and Life Insurance
• 12 paid holidays, 14 paid vacation days (minimum), and 12 days of sick leave per year
• State retirement programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administration of Economic Programs