The Aging and Long-Term Support Administration (ALTSA) and the Developmental Disabilities Administration (DDA) information technology team within the Department of Social and Health Service (DSHS) is seeking an experienced IT Customer Support Specialist to provide IT support and consultation to join our IT team. DSHS's Aging and Long-Term Services Administration (ALTSA) and Developmental Disabilities has approximately 6,600 staff and serves clients statewide. This is an awesome opportunity for a meaningful career where you have the ability to grow, enjoy the work you do, and Transform Lives.
In this role, as the IT Customer Support Specialist, you will provide technical support for systems and applications of DSHS staff to work client cases with Comprehensive Assessment and Reporting Evaluation (CARE), through the Application Security Access Portal (ASAP), supporting and troubleshooting the Tracking Incidents of Vulnerable Adults (TIVA) and the Entry Access Security Exit (EASE). You will ensure the availability and integrity of mission-critical systems supporting diverse business needs, various facilities, and multiple computing environments within the Aging Long-Term Services Administration (ALTSA), Developmental Disabilities Administration (DDA), and the Area Agencies on Aging (AAA) contractors. Some of what you'll do. Provide IT customer service in person and remotely for all supported staffMonitor Service Manager and troubleshoot customer helpdesk issues, triage support tickets, and prioritize ticketMonitor the incident ticketing system and respond to user-submitted support requests.Image and deploy computers for ALTSA/DDA headquarters staff.Test new technologies including but not limited to desktops, laptops, cell phones, and various software.Setup and manage agency Microsoft Windows operating system imagesTrack, manage, and inventory state-owned devices using a state asset management system.Initiate customer service tickets for new support requests received outside of the incident ticketing system to include requests made in person, via phone, or email.Troubleshoot and resolve customers' computer workstations, printers, network connectivity, and software issues.Monitor and analyze related tickets for commonality and inform leads, supervisors, or management of potential systemic issues or system outages.Train end-users in basic computer, smartphone, and printer functions, as well as remote access for teleworking staff.Manage employee login accounts in compliance with DSHS IT Security Standards Provide customer and desktop support for local IT hardware, software, and user account issues or requests and troubleshoot network connectivity issuesInstall, update, and troubleshoot virtual and remote access servers and virtual desktops. Who should apply:
Bachelor's degree including 9 semester or 15 quarter hours of computer science courses and ONE year of IT analysis, system maintenance, or troubleshooting/problem resolution experience, or analyzing, designing, or programming computer systems applications or databases. OR An associate's degree or completion of an accredited vocational training program in an information technology or related program and THREE years of IT analysis, system maintenance, or troubleshooting/problem resolution experience, or analyzing, designing, or programming computer systems applications or databases. ORFive years as an IT systems specialist or an IT application analysis, system maintenance, or troubleshooting problem resolution experience, or analyzing, designing, or programming computer systems applications or databases.Concurrently: Two years of IT experience such as analyzing, designing, installing, maintaining, or programming computer software applications, hardware or telecommunications or network infrastructure equipment, or providing customer or technical support in information technology.Preferred education/certification/experience: Microsoft, Cisco, and/or CompTIA certifications preferredWorking knowledge of server and client operation systemsA+, Net+, Security+Self-motivated and organized.Excellent customer service skills responding to helpdesk requests, emails, and phone calls in a timely manner.Strong analytical thinking and problem-solving abilities.To be considered for this opportunity please include the following: Current chronological resumeCover letter Three professional references with current contact informationOur Department of Social and Health Services (DSHS) mission to Transform Lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency's mission that you bring an equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.
If you have questions about job number 07008, contact Anu Rao at (360) 972-6206 or via email at ******Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.
Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs, or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.
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