DSHS FTAA DIT Customer Support - Senior​/Specialist

Overview

DSHS FTAA – DIT Customer Support, Senior/Specialist (Administration Operations)
This position is within the Division of Information Technology (DIT) and provides Customer Support for field services for Finance, Technology, and Analytics Administration (FTAA). This position fulfills the needs of FTAA and the Home and Community Living Administration (HCLA). This position may also provide services for other administrations within the Department of Social and Health Services (DSHS) as needed.

The technician provides IT customer support by configuring and maintaining a wide variety of IT equipment such as desktop computers, laptops, various mobile technologies and their peripherals. This also includes teleconferencing systems used in conference rooms and executive offices. This also includes setup and troubleshooting remote connectivity from any agency-approved location to the IT systems inside the state government network from both state-owned and personal devices.

• Provide desktop support for Home and Community Living Administration (HCLA), Finance, Technology, and Analytics Administration (FTAA), Division of Information Technology (DIT), and other Administrations as needed.
• Independently plan, prioritize and schedule work on IT requests related to the support of DSHS leadership for daily tasks and current projects, considering staff availability, and rapidly adjust when necessary to accommodate changing priorities.
• Provide desktop and Customer Support for the customers of HCLA, FTAA and their business partners such as AAA’s and counties.
• Plan and deliver customer support services, including installation, configuration, troubleshooting and customer assistance for management customer technology.
• Direct and perform the rigorous application of information security (State, DSHS and Federal), information assurance policies, principles, and practices in the delivery of HCLA customer support services.
• Direct, coordinate and perform the resolution of issues related to the delivery of services to headquarters staff. Work with team members, network specialists, application developers, and security specialists to prevent recurring problems. Research, evaluate, and provide resolutions for problematic trends and patterns in customer support requirements.
• Provide and maintain IT systems in support of Division Mission. Successful and timely delivery of services leading to customer satisfaction.
• Consultation/Project Management for management leadership initiatives.
• Asset Management.

• Explaining complex or technical information using plain talk principles. Actively listens to others, paraphrases and asks clarifying questions and is able to clearly and concisely emphasize key messages.
• Critical and applied quantitative and qualitative analytical skills. Able to break down, sort and synthesize information, identify key messages and central themes, form accurate conclusions about the meaning of the information, and develop appropriate action steps and recommendations.
• Identifying opportunities for improving and streamlining work processes beyond the specific assignment, focus on outcomes calculated risks. Able to embrace challenges in new and creative ways.
• Building and maintaining internal and external customer satisfaction with the services offered by the Division. Anticipates customers’ needs and understands customers’ organization to be able to work through solutions readily.
• Comprehending and explaining the purpose(s) of a project, the roles and responsibilities of those performing the work, and the needs and desires of those who will receive the resulting products and services.
• Demonstrates the ability to create, establish, monitor and measure work plans to advance work in key areas, and the ability to work with others to enhance and enable work plan implementation.
• Effectively organizing multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on-time in a statewide team environment.
• Establishing priorities and work independently while working efficiently supporting a complex…