DSHS FTAA IT Customer Support - Entry

Reliable technology matters even more when the people relying on it are responsible for leading services across Washington.

As an IT Customer Support Technician with the Department of Social and Health Services' Finance, Technology, and Analytics Administration (FTAA), you'll provide desk-side technology support to approximately 1,400 FTAA and Office of the Secretary (OOS) staff, with priority support for DSHS executives and senior leaders.

You’ll troubleshoot computers - including laptops, desktops, and virtual machines - mobile devices such as iPhones and iPads, network accounts, and access permissions across Windows and Apple environments, Active Directory, Microsoft Entra , and Microsoft Intune. Because this isn't a first-point-of-contact role, you'll often step in when an issue needs deeper troubleshooting or hands-on support.

The role is onsite during the probationary period and hybrid afterward, with occasional travel to DSHS locations statewide, primarily on the west side.

We encourage you to apply if you enjoy figuring out what's actually causing a technical problem. You communicate clearly, work comfortably across different devices and systems, and know when to involve another technical team. Your IT foundation may come from hands-on technical support, a relevant degree, or call center experience with strong computer skills. What matters is your ability to troubleshoot, learn, and provide dependable support.

will focus on learning the DSHS technology environment, Executive IT support processes, and the needs of the leaders you'll support. You'll build familiarity with common issues, tools, and escalation paths while developing relationships with the technical teams around you.

• Provide desk-side technical support to FTAA and OOS staff, with priority support for DSHS executives and senior leaders.
• Diagnose and resolve desktop hardware, software, network, and access issues.
• Support laptops, desktops, virtual machines, iPhones, iPads, and Windows and Apple environments.
• Troubleshoot network accounts and access permissions using Active Directory, Microsoft Entra , and Microsoft Intune.
• Restore technical services remotely when possible and provide onsite support when needed.
• Coordinate with other IT teams when issues require additional expertise.
• Document support activity and communicate technical issues and service status clearly.
• Occasionally travel to DSHS locations statewide, primarily on the west side.

• One year or more of hands-on IT customer support experience - such as analyzing, installing, programming, or maintaining computer software, hardware, telecommunications, or network infrastructure, or providing technical support in an IT environment.

OR

• A bachelor's degree in Information Technology, Information Systems, Computer Science, Computer Engineering, Communications, or another qualifying field.

OR

• Two or three years of call center experience with demonstrated foundation computer skills, such as navigating Windows settings and working with Microsoft Word, Excel, One Drive, Microsoft 365, and SharePoint.

• Communicate clearly and professionally, verbally and in writing.
• Prioritize work and operate independently while contributing to a statewide IT team.
• Troubleshoot, configure, and administer systems within a domain environment.

The Department of Social and Health Services' (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency's vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be…