IT Customer Support - Journey

AGRICULTURE - A Cornerstone of Washington's Economy

The Washington State Department of Agriculture has been serving the state for more than 100 years. Through service, regulation, and advocacy, we keep agriculture viable and vital in Washington State, while protecting consumers, public health, and the environment. We work extensively with farmers and ranchers, but our responsibilities – from ensuring food safety to environmental protection – touch the lives of millions of people locally, nationally, and abroad.

The agency includes about 780 employees and grows close to 1,000 employees at the peak of seasonal work. To learn more and view additional openings, please visit our Employment Page.

The Information Technology Office exists to enhance business processes by delivering IT solutions to agency-wide employees. The IT Office is staffed under four main groups, to include Service Desk, Application Development, Network/Security, and Systems Administration.

The IT Customer Support - Journey position works within the Information Technology Division's Service Desk Group and primarily provides agency-wide IT support for the agencies critical business systems, computers, mobile devices, connectivity support, telephones, software, and hardware.

This position provides agency-wide technical support by applying advanced technical knowledge and skills to evaluate and resolve business applications, databases, telecommunication, and project and operation problems. This position troubleshoots and restores enterprise applications and hardware issues by analyzing, identifying, and diagnosing faults and symptoms, and implementing solutions interfacing directly with customers. This position also acts as technology business analyst or project manager for the division.

WSDA is recruiting for a full-time non-permanent IT Customer Support - Journey position within the Director's Office Division. This position is located in Olympia, Washington. This is a non-represented position.

The base pay offered will take into account internal equity and may vary depending on the preferred candidate's job-related knowledge, skills, and experience. The typical starting salary range for this position is:
Range 03IT, Step A $72,816 - Step L $95,568 annually.

• Perform ITIL Tier 2 or higher (complex) issue resolution for incoming tickets and service requests, including installing and upgrading software and hardware, network, and connectivity, configuring systems and applications.
• Provide advanced technical support for business applications utilizing remote tools for field and home offices, such as but not limited to: MS Remote Desktop, Loq Meln, and lvanti UEM (comparable to SCCM).
• Utilize Microsoft Entra  (Azure) and on-premises Active Directory to resolve computer and user issues such as but not limited to group membership, granting permissions to applications and systems, and file systems. Joining/removing computers from the domain and ensuring assets have the standard settings and configurations by applying and updating group policy settings.
• Manage and troubleshoot Exchange mailboxes to include but not limited to managing access, configuring permission levels and assigning ownership.
• Resolve Local Area Network (LAN) and wireless network connective issues by utilizing advanced troubleshooting and following the OSI model, such as but not limited to resolving TCP/IP settings, utilizing tools and scripts to identify, release and renew IP addresses, flush DNS and trace network traffic.
• Create, test, troubleshoot, and deploy custom computer images to automate the PC build process.
• Configure policies and mobile endpoints (smart phones and tablets) using a Mobile Device Management (MOM) solution to maintain control over the devices and adhere to state and agency security requirements.
• Troubleshoot in-house and unique applications by configuring and resolving SQL connections, and identifying issues related to user permissions.
• Research, configure and deploy nonstandard and unique equipment such as GPS and handheld devices, data card and scientific barcode printers and various types of lab equipment.
• Apply ITIL Service…