IT Customer Support - Journey

IT Customer Support – Journey

Salary Range: $6,068 – $8,164 Monthly

Location:

Headquarters | Tumwater, WA
Full Time | Permanent

The Washington State Department of Corrections seeks a highly qualified, customer‑focused Service Desk Analyst to deliver tier‑1 IT computer and software technical support and account administration for over 9,000 DOC staff members and partners. The analyst will triage, document and resolve IT‑related incidents and requests, ensuring smooth access to systems and minimizing disruptions to learning and operational environments.

• Provide first‑line investigation, diagnosis, and troubleshooting of technical issues for agency staff and Education division personnel.
• Receive and respond to calls, voicemails, and support tickets, prioritizing issues that affect education services and learning environments.
• Utilize technical knowledge, diagnostic tools, and experience to investigate, troubleshoot, and resolve incidents involving learning management systems, classroom technology, and rehabilitation‑focused software.
• Document all support activity comprehensively to maintain accurate service history and ensure compliance with documentation standards.
• Classify and categorize tickets, applying appropriate routing logic to streamline escalation to tier 2 or tier 3 teams such as Domain Services, Voice Services, and the Applications Support Group.
• Collaborate with IT leads and education stakeholders to minimize instruction, rehabilitation programming, or business disruptions while observing security protocols.
• Communicate status and service request information to customers.
• Record and track all ticket updates from creation to conclusion.
• Ensure tickets contain required information that is clear, concise, and accurate.
• Route work appropriately according to established procedures.
• Enhance IT support standards, processes, and documentation to optimize service delivery for agency operations and Education division technology environments.
• Assist with the development of team standards, processes, and procedures.
• Perform other duties as assigned.

• High school diploma or equivalent.
• Four (4) years of paid IT experience in an enterprise environment.
• Three (3) years of paid professional experience providing customer service in a high‑volume, multi‑channel support setting (phone, email, or ticketing systems).
• Bachelor’s degree or higher in Computer Science or a related field from an accredited institution (or foreign equivalent) with the same three‑year customer‑service experience.

• Three (3) years of experience performing IT duties such as analyzing, diagnosing and resolving technology issues via telephone and email with an ITSM tool.
• Three (3) years of experience in technical support of Microsoft Office and Windows.
• Excellent oral and written communication skills, including the ability to translate technical information into business plain talk.

• Technical competency certifications such as CompTIA A+ or Microsoft Certifications (e.g., MTA, MCP).
• Service Desk certifications such as Service Desk Institute Service Desk Analyst certification.

• Cover letter expressing interest in this position.
• Detailed resume.
• Three professional references with phone number and email address.

This position may be allocated for telework. Employees may work from home or another off‑site location within Washington, provided they have reliable internet or a cellular hotspot. Employees are expected to perform duties safely, care for state‑issued equipment, and maintain confidentiality. Commuting to a DOC facility may be required for onboarding or occasional on‑site work.

For questions about this recruitment or to request a reasonable accommodation in the application process, please email mackenzie.conley.gov or call 509‑630‑9160
. For TTY service, call the Washington Relay Service at 7‑1‑1 or 1‑800‑833‑6388
.

Washington State is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, veteran status, genetic information, or any disability. The Department is committed to compliance with all applicable EEO laws and regulations.