IT CUSTOMER SUPPORT

Description

About the Washington State Office of Public Defense (OPD)
We are an independent judicial branch agency mandated to implement the constitutional and statutory guarantees of counsel and to ensure the effective and efficient delivery of indigent defense services funded by the state.

Mission: Upholding the rights of all people who are facing the loss of liberty or family by providing statewide leadership, administration, and support to the multidisciplinary public defense profession.

Vision: Public defense clients, everywhere in the state, receive truly equitable and client-centered representation from fully supported professionals.

Values: Justice * Service * Equity * Excellence

We administer a variety of programs, including systemic improvement programs and programs providing direct representation. To learn about OPD’s programs click here. We are dedicated to excellence in public law and indigent defense, and we seek talented candidates who share this commitment to client-centered service. We value employees who bring diverse backgrounds in education, employment, community activities, and life experiences to enhance our office.

The Position

** This is a project position, currently funded through June 30, 2027. However, we see this role as a vital part of our team's future and will seek ongoing funding. This is a unique opportunity to help shape and grow a position with long-term impact.

The Washington State Office of Public Defense (OPD) is seeking a motivated and technically capable IT Customer Support Specialist to join our small but high-performing IT team.

This position works closely with staff across the organization as the primary point of contact for IT support, providing timely assistance and clear communication to resolve technical issues. The role also collaborates with other IT team members to escalate and coordinate more complex problems, ensuring effective solutions and continuity of service. Strong communication and teamwork are essential to maintain positive working relationships and support daily operations.

Periodic travel is required in Washington State, including occasional overnight travel. Out-of-state travel occurs infrequently.

Duties

• Serve as the first point of contact for OPD staff experiencing IT issues.
• Troubleshoot and resolve basic hardware, software, printer, and connectivity problems.
• Provide clear, friendly communication and timely updates to users.
• Log, categorize, prioritize, and track incidents and service requests. Escalate issues appropriately and follow through to resolution.
• Ensure tickets are well-documented and meet response timeline.
• Perform basic account setup, access changes, and password resets.
• Ensure users have appropriate system access based on role.
• Configure, deploy, and maintain laptops, desktops, and peripheral devices for staff use.
• Assist with user onboarding and offboarding, password resets, and access provisioning in Active Directory and Microsoft 365 environments.
• Provide support for Office 365 applications, secure remote access, and internal agency tools.
• Help track and manage IT equipment and software inventory to ensure records are up to date and accounted for.
• Maintain and update internal documentation, help guides and troubleshooting procedures to support knowledge sharing and consistent service delivery.
• Support IT security initiatives by reinforcing best practices among staff, reporting issues promptly, and helping to maintain a secure computing environment.
• Conduct all activities with professionalism and in alignment with OPD’s Mission, Vision, and Values.
• Diligently follow all state employee ethics requirements.

Qualifications

Minimum Qualifications

• High school diploma or equivalent.
• Basic knowledge of computer systems, Windows OS, and common software (e.g., Microsoft 365).
• Experience providing customer service or technical support (work, school, or personal experience).
• Ability to troubleshoot basic hardware, software, and access issues.
• Strong communication skills (clear, friendly, and professional).
• Ability to manage multiple tasks and stay organized.
• Willingness to learn new technologies and follow established processes.

Desired Qualifications

• Associate degree or coursework in Information Technology or related fields
• Experience in an IT help desk or customer support role
• Knowledge of basic networking concepts (Wi-Fi, VPN)
• Experience supporting mobile devices (iOS/Android)

Supplemental Information

Compensation

$63,252 to $84,984 annually.

Compensation depending on qualifications. Washington State employees are offered a comprehensive benefit package that includes: paid holidays, vacation and sick leave, retirement and health, dental and life insurance coverage for self and family. There are also options for deferred compensation and pre-tax flexible spending accounts.

Application Process

To be considered, interested candidates must apply online at www.careers.wa.gov (Click on the APPLY button above.) You must complete the entire online application. In addition to the online application:

• Letter of interest.
• Current résumé
• At least three professional references.

Diversity, Equity and Inclusion

We vigorously pursue diversity in the work force. Women, racial and ethnic minorities, persons over 40 year of age, LGBTQIA+, persons with disabilities, formerly incarcerated, prior child welfare involvement, and military veterans are encouraged to apply. Pursuing diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.

Teleworking

Our offices are in Olympia, Washington. This is not a fulltime-telework position. Candidates must be able and willing to work in the office and commute here. A hybrid work schedule may be available after training and/or probationary period has been successfully completed.