IT Customer Support - Entry

"Helping every Washington resident live, work, drive, and thrive."

We are dedicated to growing a culture of belonging through our values:

• Respect
• Trust
• Diversity
• Inclusion
• Equity

We are part of the Department of Licensing (DOL) and recognize the importance of work life harmony. Our employees are trusted and encouraged to be part of process improvements that impact their work and help build trust in government.

Our Information Services Division (ISD) is currently recruiting an IT Customer Support professional to join our Service Desk team!

The Department of Licensing is one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive and we are committed to ensuring every resident has equitable and meaningful access to our services.

Are you a tech-savvy self-starter with strong customer service skills? If so, apply today!

As an IT Customer Support team member, you will provide technical assistance for the Department of Licensing's extensive IT infrastructure and hardware statewide. You will share your expertise with the larger team, ensuring internal customer satisfaction and understanding of our Information Services policies and procedures. Your work will enable our headquarters, driver licensing offices, vehicle licensing offices, and sub-agent offices to serve the public effectively.

Day‑to‑day will consist of installing, configuring, troubleshooting, and supporting commercial and in‑house software applications and other essential technology, ensuring smooth operations across the state.

• Perform analysis, research, design, troubleshooting, and deployment of requests as required by team leadership.
• Support daily coverage and duties of the DOL Service Desk team.
• Provide onsite Help Desk support.
• Coordinate with vendors on development, testing, and maintenance of COTS products.
• Provide primary support by researching, validating, and implementing new technologies across web tools, computers, printers, mobile devices, and software.
• Collaborate with Supervisors to improve technical standards and documentation.
• Create, review, update, sunset, and follow documentation to provide a consistent and functional work environment.

• Four (4) years of combined experience and education in consultative, customer service, or administrative information technology analysis, system maintenance, troubleshooting, or problem resolution, including creating, utilizing, debugging, or scripting in a command or programming language.
• The ability to:
• Understand and follow agency values of respect, trust, diversity, equity and inclusion through behaviors and decisions.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Promote and support respectful, equitable, and inclusive delivery of services to customers.
• Take action to learn and grow.
• Take action to meet the needs of others.

Experience can be obtained concurrently.

Up to two (2) years of relevant education (Computer Science or closely related field) may substitute year for year for experience.

• Bachelor’s degree in computer science or related field.
• Experience installing, maintaining, and administering various computer operating systems like Windows OS and iOS.
• Experience composing, sending, and responding to electronic mail; utilizing email program functions such as calendars and meeting requests.
• Experience maintaining an inventory database.
• Experience liaising with state regulatory business units to provide coordinated support for new information technologies.

• This position will operate 100% on‑site in Olympia, WA.
• Prior to a new hire, a pre‑employment screening, including criminal record history, will be conducted. Information from the pre‑employment check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to…