IT Customer Support - Journey at Washington State Department of Ecology

IT Customer Support - Journey

Position within the Information Technology Services Office (ITSO) at the Department of Ecology.

• In-person support; work at least four days per week in office.
• Eligible for telework and flexible schedule options.
• Schedules subject to change based on position needs.

• Primary point of contact for user support, providing responsive assistance in‑person and via phone, chat, and ticket systems for endpoint devices, peripherals, and agency‑supported applications.
• Monitor, triage, and assign incoming tickets, ensuring clear documentation and timely resolution in alignment with service‑level expectations.
• Troubleshoot hardware and peripheral issues – Dell laptops, desktops, monitors, printers – to minimize downtime.
• Support Microsoft 365, SaaS, and agency tools, assisting with login, synchronization, and software troubleshooting.
• Coordinate IT onboarding, offboarding, and staff moves, ensuring timely device provisioning, account configuration, and equipment recovery during transitions.
• Maintain and enhance knowledge‑base articles, identify service trends, and drive continuous improvement.

• Three years of experience in application software/system testing, installing/maintaining computer software or hardware, and providing direct customer technical support with at least one year of experience installing computer operating systems and supporting office productivity software within the last five years.
• One year of experience supporting Windows 11 or newer and Microsoft 365 applications.
• Demonstrated ability to explain technical concepts in plain language.
• Experience using a ticketing system to document, triage, and track technical support work.
• Ability to work independently and as part of a cross‑functional support team under general direction.
• Education:
  
  College credits or a degree in Computer Science, Information Technology, or a related field; or completion of CompTIA A+ or a related certification.

• Must possess a valid driver’s license or alternate transportation for occasional travel.
• May be required to work additional hours during system deployments, critical incidents, or platform outages.
• Must maintain confidentiality of sensitive agency data accessed through approved tools.
• Must comply with state IT security and acceptable use policies.
• Must complete all required agency training, including DEIR, cybersecurity, and public records management.
• Must maintain up‑to‑date technical knowledge across endpoint support, field‑based technology, SaaS platforms, and customer service best practices, completing all assigned IT and cybersecurity trainings in a timely manner.

• CompTIA A+ Certification or equivalent industry credential.
• Familiarity with Dell enterprise hardware support and warranty services.
• Experience supporting enterprise productivity tools, SaaS platforms, and agency‑approved COTS systems.
• Experience contributing to knowledge base or help documentation.

• Click “Apply” at the top of this page. Complete the entire application, including full work history and responses to all supplemental questions, and attach a cover letter and resume.
• Reasonable accommodation is available upon request.

The Washington State Department of Ecology is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation, and gender identity diversity.