IT Customer Support - Entry

Position Overview

WSLCB Vision:
Safe communities for Washington State. Mission:
Promote public safety, public health, and trust through fair administration and enforcement of liquor, tobacco, cannabis, and vapor laws.

Salary includes a 2% pay increase effective July 1, 2026.

Eligible for telework, but requires 2–3 days in the office per week. This may change based on business needs.

The WSLCB Information Technology Services Division announces an opportunity for an IT Customer Support – Entry position in Olympia, WA. The position reports to the IT Desktop Support Supervisor.

The IT Desktop Support Team serves as first‑level support for Customer Relationship Management (CRM) incidents and second‑level support for all work device‑related issues and requests. The primary objective of this position is to perform Tier 2 issue resolution for incoming help requests from end users, including installing, configuring, and troubleshooting user productivity software, hardware, and systems, applying ITSM principles and best practices.

The position supports a centralized Service Desk model and utilizes technical knowledge and experience to accomplish routine tasks while growing toward completing tasks of increasing complexity under direct guidance or supervision.

• Monitor the Service Desk queue for new requests and reported incidents.
• Diagnose and resolve software, hardware, and network connectivity issues using baseline troubleshooting concepts.
• Perform system/device configurations such as operating systems, desktop applications, necessary drivers for connected hardware, accessories, printers, and basic security settings.
• Utilize remote tools to assist end users with technical issues.
• Set up, configure, and troubleshoot audio/visual conferencing equipment, ensuring endpoints are operational before meetings.
• Set up, configure, and troubleshoot desktop devices, mobile devices, and VoIP phones.
• Set up, configure, and troubleshoot headsets for use with computers and VoIP phones.
• Manage the lifecycle of tickets in accordance with standard operating procedures and work instructions, documenting all actions in the agency’s system of record.
• Keep support documentation and knowledge‑base information relevant and up to date.
• Ensure proper disposition of IT assets, documented per agency policy.
• Prepare end‑user training materials and deliver the IT portion of New Employee Orientation.
• Serve as the initial point of contact for users encountering issues with agency‑provisioned productivity tools such as Azure Dev Ops, Microsoft Teams, One Note, Adobe, Box, SharePoint, Survey Monkey, and Snagit.
• Escalate complex issues to a higher level of technical support (Tier 2 or Tier 3).
• Deploy end‑user laptops and mobile devices to users as required.
• Complete asset management paperwork accurately and timely, following agency policies and procedures.
• Manage and deploy peripheral stock, recording usage in the relevant tracking system.
• Work with the supervisor to ingest devices into asset management systems and manage them through the lifecycle until surplus.
• Stay current with new and emerging technologies and systems.
• Remain updated on RCW, WAC changes, and new laws applicable to job duties.

• Two (2) years of professional experience in IT installing and/or maintaining computer software or hardware, providing direct technical customer support, including one (1) year installing operating systems and one (1) year supporting office productivity software.
• OR an Associate degree or higher in Information Technology, or completion of an accredited vocational training program in IT or a related field, and one (1) year of IT experience that includes operating systems and office productivity software.
• Completion of CompTIA A+ or related certification qualifies for one year of the required experience.
• Experience and demonstrable knowledge in: baseline IT Service Management (ITSM) frameworks and tools such as Freshworks, Easy Vista, Service Now, or BMC Remedy; configuration management tools such as Microsoft Endpoint Configuration Manager, Power Shell, and Amazon Web Services (AWS).

• A Bachelor’s degree or…