IT Support Technician | Information Services Division | Tumwater

Description

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Position and Salary

The Attorney General’s Office is recruiting for a permanent full time IT Support Technician 1 in the Information Services Division. This position is located in Tumwater, Washington, and is not union-represented.

IT Support Technician 1Salary Range 42: $45,024 - $60,132
The base pay offered will take into account internal equity and may vary depending on the preferred candidate’s job-related knowledge, skills, and experience.

The AGO provides a workplace that is understanding of work-life balance and promotes advancement by offering a wide variety of professional development and growth opportunities.

Excellent benefits:Washington State offers one of the most competitive benefits packages in the nation, including Medical/Dental/Vision for employees & dependent(s);
Vacation, Sick, and Other Leave; 11 Paid Holidays per year;
Public Employees Retirement System (PERS) plans; and Life Insurance. Beyond these traditional benefits, we offer Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave, and more. With the goal of employee health and wellness, we also offer:

• Flexible schedules and part-time/hybrid telework options;
• A Wellness Program, an Infants in the Workplace Program, and the Employee Assistance Program, which provides counseling, webinar, and other cost-free support resources;
• Numerous employee-driven affinity groups to foster community and connection, including Bereavement, Elder Care, Parenting, POC, LGBTQ+, Veterans and more. The AGO is a place to belong and make a difference!

About the Information Services Division:

The Information Services Division (ISD) provides strategic technology leadership, support and consulting for legal technologies and platforms.

ISD leads the design, development, and delivery of all AGO technology systems and applications, including enterprise infrastructure, voice services and secure network environments. The division also maintains the operations of software and cloud platforms (private and public) to provide AGO staff access to their confidential work product and communications, ensuring solutions are tailored to the AGO’s unique legal and operational needs.

ISD has multiple units that provide project management and business analysis service, electronic library services, custom software development, business intelligence, data management services, and eDiscovery litigation technical support. Through rigorous governance and cybersecurity controls. ISD ensures compliance with state governance policies/standards and that all technology services function properly and securely.

Duties and Essential Functions of an IT Support Technician 1

Manage/Process ITService Desk Workflow

• Provide first-line technical support to customers, ask questions and work to provide or explain possible solutions.
• Performs initial problem diagnosis, determines structured responses to known issues.
• Processes requests for resources, such as new users, change access and similar.
• Use helpdesk software to log calls with descriptions of issues, progress and solutions. Follow up on outstanding requests to ensure timely resolution.
• Troubleshoots and remediates computer workstation, printer, network connectivity, and software issues and initiates customer service tickets and documents all troubleshooting steps taken.
• Escalates complex incidents and requests based on customer impact and access limitations – sometimes advanced fact gathering is required to more clearly define area of the problem.
• Resets passwords in agency applications and network services.
• Perform software installations on customer computers.

Create and Maintain Documentation

• Provides support for questions and navigation help in all agency applications using a knowledge base or known errors database

Assist Field Support staff

• Provide…