IT Support Technician 1, Information Services Division, WA State Office of the Attorney General

$43,716 - $58,380/Yr

State of Washington - Tumwater, WA

Full-time - Entry Level

Remote - Tumwater, WA

Executive, Legislative, and Other General Government Support

About the position

The Attorney General's Office is seeking a non-permanent full-time IT Support Technician 1 to join the Information Services Division located in Tumwater, Washington. This position is crucial for providing support and consulting for legal technologies, ensuring that the AGO's computer and telephone network infrastructure operates smoothly. The IT Support Technician will be responsible for managing customer support workflows, troubleshooting connectivity issues, and assisting with software installations. The role requires a strong emphasis on customer service, as the technician will be the first point of contact for agency staff needing technical assistance. The position also involves creating and maintaining documentation, assisting field support staff during deployments, and providing on-site support during hardware and software implementations. This recruitment may be used to fill multiple open positions within the same classification, reflecting the ongoing demand for IT support within the agency.

Responsibilities

• Manage and process customer support workflow by answering calls from the call queue and creating service tickets.
• Process incoming email services and questions, resolving or escalating tickets as necessary.
• Provide support for questions and navigation help in all agency applications using a knowledge base or known errors database.
• Troubleshoot connectivity issues in mobile environments and escalate complex incidents based on customer impact.
• Perform software installations on customer computers and submit service requests to service providers.
• Reset passwords in agency applications and network services as needed.
• Create and maintain documentation for support processes and solutions.
• Assist field support staff during deployments and projects, including software installation and customer support.
• Provide on-site customer support during agency deployments of hardware, software, and operating systems.
• Assist in clean-up efforts necessary after technology deployments.

Requirements

• High School Diploma or equivalent plus one year of call center experience.
• One year of experience in the Information Technology field is preferred.
• Experience with a ticketing system is desirable.
• Ability to multitask between multiple tools and systems and apply information to customer situations.
• Strong customer service experience with an emphasis on first call resolution and follow-through.

Nice-to-haves

• Experience in a legal or governmental environment is a plus.
• Familiarity with eDiscovery litigation support and data management services.

Benefits

• Medical/Dental/Vision for employees and dependents
• Vacation, Sick, and Other Leave
• 11 Paid Holidays per year
• Public Employees Retirement System (PERS) plans
• Life Insurance
• Dependent Care Assistance
• Flexible Spending Accounts
• Public Service Loan Forgiveness
• Tuition Waiver
• Deferred Compensation
• Employee Recognition Leave
• Flexible schedules and telework options
• Wellness Program
• Employee Assistance Program
• Numerous affinity groups to foster community and connection.