IT Support Technician; ITST

We are dedicated to growing a culture of belonging through our values:
Respect | Trust | Diversity | Inclusion | Equity. The Department of Licensing (DOL) recognizes the importance of work‑life harmony and strives to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers, and help build trust in our government.

Our Information Services Division (ISD) is recruiting an IT Support Technician professional to provide technical support for our DOL DRIVES Production Support teams.

As one of the most visible state agencies and the second‑largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.

• Support and complete approved security change requests, security tickets, and first‑tier SQRs.
• Work with access coordinators and document progress within DOL ticketing system.
• Provide quality customer service to DOL staff and contractors via phone, email, and other communication routes.
• Follow DRIVES production support processes and escalated requests when necessary.
• Support lifecycle management of DRIVES security and help documentation following the support team standards.
• Train team, business users, and other internal DOL customers on submitting and processing requests.

• Two (2) years of experience in information technology related activities such as testing, installing, maintaining, supporting, or averting hardware and software system failures on client applications, hardware and software products, mainframe systems, network infrastructure equipment, or telecommunications software or hardware.
• Two (2) years of experience in the following: creating, maintaining, or using documentation and records management; helping customers in a fast‑paced work environment including six (6) months by phone, email, or remote communication methods.
• One (1) year of experience in the following: supporting business or specialty applications with role‑based security or access controls; providing IT end‑user support.
• 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.

Relevant education (Computer Science or closely related field) may substitute year for year for experience.

• One (1) year of experience supporting or using the DRIVES application.
• One (1) year of experience providing technical training, user guidance, or developing training materials for business applications or technology solutions.
• Six (6) months of experience supporting enterprise identity and access management processes, including user provisioning, access reviews, authentication methods, or security access administration in an enterprise environment.
• Current technical certification related to information technology, desktop support, customer support, identity and access management, or a closely related field.
• Education beyond the minimum in a related field, such as IT, computer science, information systems, or a closely related field.

• This position will operate largely remotely, but will require visits to the Olympia, WA office once a month. At least a 24‑hour notice would be provided should the need arise outside of this requirement.
• 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…