IT Customer Support - Entry

Description

This position is currently eligible for telework. This position is required to work in the office 2-3 days per week. This may change based on business needs.

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data-driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our work. This includes a commitment to our workforce and external stakeholders.

It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network; Veteran Employee Resource Group; Latino Leadership Network, Blacks United in Leadership and Diversity; Disability Inclusion Network; Washington Immigrant Network; Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network; Supporting our Voices, Empowering Rights, and Engaging Indigenous Governance; and Interagency Committee of State Employed Women.

The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Customer Support - Entry position in Olympia, WA. This position will report to the IT Desktop Support Supervisor in the WSLCB's Information Technology Services Division (ITSD).

The IT Desktop Support Team serves as first level support for Customer Relationship Management Systems (CRM) related incidents, and second level support for all work device related issues and requests.

The primary objective of this position is to perform Tier 2 issue resolution for incoming help requests from end users, including installing, configuring, and troubleshooting user productivity software, hardware, systems, using ITSM principles and best practices. This position supports a centralized Service Desk model and utilizes technical knowledge and experience to accomplish routine tasks while growing toward completing tasks of increasing complexity under direct guidance or supervision.

This position will interface directly with agency customers using a variety of IT tools to analyze, identify, and diagnose faults and symptoms. This position will also create and maintain technical documentation of support management processes and procedures.

If you have an interest in providing technical support for all agency desktop/laptop computers and other devices as well as support for technology related incidents, we encourage you to apply to be a part of the WLSCB team!

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
• Employee Assistance Program - a confidential program created to promote the health, safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarters Building in Olympia)
• Infants at Work Program to promote parent and infant bonding, parental well-being, and healthy infant development. Depending on your job duties, work location, and supervisor approval, eligible employees who are new mothers, fathers, or legal guardians can bring their infant (six weeks to six months) when they return to work
• Free parking

Duties

Some of the duties you will perform are:

• Monitor the Service Desk queue for new requests and reported incidents.
• Diagnose and resolve software, hardware, and network connectivity issues using baseline knowledge of troubleshooting concepts.
• Perform system/device configuration(s) such as operating systems, desktop applications, necessary drivers for connected hardware, accessories, printers, and basic security settings.
• Utilize remote tools to assist end users with technical issues.
• Setup, configure, and troubleshoot audio/visual conferencing equipment ensuring that endpoints are on and working, that conference room equipment is connected, and that there are no display and/or audio issues prior to the start of meetings.
• Setup, configure, and troubleshoot desktop devices, mobile devices, and VoIP phones.
• Setup, configure, and troubleshoot headsets for use with computers and VoIP phones ensuring connections and sound are working properly.
• Manage the lifecycle of tickets in accordance with standard operating procedures and work instructions, documenting all actions and activities in the agency’s system of record.
• Keep support documentation and knowledge base information relevant and up to date.
• Ensure that the disposition of IT assets is properly handled and documented in accordance with agency policy and procedure.
• Prepare end user training materials and participate in delivering the IT portion of New Employee Orientation.
• Serve as the initial point of contact for users who encounter technical issues with agency provisioned user productivity tools such as Azure DevOps, Microsoft Teams, OneNote, Adobe, Box, SharePoint, SurveyMonkey, Snagit:
• If an issue is too complex, escalate it to a higher level of technical support (Tier 2 or Tier 3).
• When required, deploy end user laptops and mobile devices to end users.
• Complete required asset management paperwork accurately and timely as directed by the appropriate
  agency policies and procedures.
• Manage and Deploy Peripheral stock, recording where necessary in the relevant tracking system.
• Work with supervisor to ensure devices and peripherals are correctly ingested into the asset management systems and are managed through the lifecycle until they become surplus.
• Stay current with new/emerging technologies and/or systems.
• Remain current with RCW, WAC changes and new laws, policies, etc. that are applicable to job duties.

Qualifications

Required Qualifications:

The above experience must include experience and demonstrable knowledge in following areas:

• Baseline knowledge of IT Service Management (ITSM) frameworks, and hands-on experience with ITSM tools such as Freshworks, EasyVista, ServiceNow, or BMC Remedy.
• Baseline knowledge and hands-on experience with configuration management tools such as Microsoft Endpoint Configuration Manager (MECM), Powershell, Amazon Web Services (AWS).

Preferred/Desired Qualifications:

• A Bachelor’s degree or above from an accredited college or university in Information Technology, Computer Science, Information Systems, or related field.

Required Competencies:

The ability to take action to learn and grow

This equity competency identifies people who are curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others

This equity competency identifies people who are flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

Build and Maintain Relationships: Earn the trust, respect, and confidence of coworkers and customers through consistent honesty and professionalism in all interactions. Build and maintain working relationships characterized by mutual acceptance and cooperation. Contribute to an environment that honors diversity, and uses diverse perspectives to meet the agency’s mission and goals.

Effective Communications, General: Convey clear, timely, persuasive messages that positively influence the thoughts and actions of others. Effectively express ideas and information through the written and spoken word using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the reader or audience (“plain talk”). Keeps supervisor and co-workers informed while sharing complete and accurate information with others to include staff and people outside the organization. Practices active listening by concentrating on person or caller; listens without interrupting; and asks questions to clarify and verify information.

Effective Communications, Writing Skills: Composes clear, straightforward, and technically correct documents. Proofreads and edits information to improve clarity, organization, content, and correcting errors in grammar, punctuation, and spelling. Independently compose written responses to emails and letters from customers answering questions, providing information, and/or explaining decisions made regarding eligibility for services or compliance with rules. Extract and compile data to prepare narrative, statistical or other reports for review, analysis, documentation, etc. (e.g., financial, payroll, labor distribution, purchasing, inventory, registration, patient or student information)

LEAN: Actively pursue opportunities for problem solving and continuous process improvement, participate in team huddles, and promote program priorities and results.

Serving Customers: Build and maintain internal and external customer satisfaction with the products and services offered by the Liquor Control Board, develop innovative ideas that provide solutions to our customers’ challenges.

Safety: Understand and follow agency safety policies and other standards established to maintain a safe work environment. Carefully organize your personal workspace to minimize the likelihood of accidents. Report all injuries, accidents or hazards to your supervisor immediately.

Adaptability: Demonstrates flexibility in the face of change. Projects a positive demeanor regardless of changes in working conditions. Shows the ability to manage multiple conflicting priorities without loss of composure.

Analysis: Use data and information in a clear and rational thought process to assess and understand issues, evaluate options, form accurate conclusions, and make decisions.

Judgment:Exhibits sound judgment and the ability to make reasonable decisions in the absence of direction. Swiftly refers problems/issues to the appropriate person(s) when necessary. Works effectively without constant and direct supervision or guidance.

Consulting: Employ expertise, credibility, and effective partnering to help clients identify, evaluate, and resolve complex or sensitive issues, problems, and service needs.

Research Skills: gather information: Can create data gathering processes; can propose/formulate new processes; able to design new organizational systems; can validate appropriateness of data/information; can logically defend outcomes/results; can analyze and evaluate the accuracy of data; can integrate multiple items of data; contrasts conflicting data; can identify and organize documents and information in ways that make it useful for subsequent applications.

Stress Tolerance: Effectively handle highly stressful or adverse situations, making good decisions, working calmly and accurately, and helping to calm others.

Tact & Diplomacy: Respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers.

Workload Management: Effectively organize multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on time.

Teamwork: Promotes cooperation and commitment within a team to achieve goals and deliverables.

Supplemental Information

• Completed online application.
• Current Resume.
• Letter of Interest describing how you meet the specific qualifications for the position.
• Three professional references to include a current or recent supervisor with email addresses and phone numbers.