IT Customer Support - Entry

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 780 employees approximately 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 Opportunity:

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, Infrastructure and Systems Management and Security.

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

This position provides agency-wide technical support by applying 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 directly with customers. The purpose of this position is to improve customer satisfaction by decreasing end-user learning curves along with improving business productivity through quick resolution of service interruptions and ongoing process improvement.

Mission critical programs, such as but not limited to rely on the Service Desk to ensure food safety recalls, grain and commodities shipped through Washington ports, eradication of insect pests, pesticide regulation, and brand inspections for livestock

are operational.

Important Notes  

WSDA is recruiting for a full-time permanent IT Customer Support - Entry position within the Directors Office. 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 01IT Step A $64,248 - Step L $84,336 annually.  

What to Expect

Some of the various responsibilities within this role:

Analyzes, troubleshoots, resolves, and develops standard operating procedures pertaining to computer and telecom related issues

* Perform ITIL Tier 1 or higher issue resolution for incoming help requests from end users, including installing and upgrading software and hardware, network, configuring systems and applications.

* Provide technical support for business applications utilizing remote tools for field and home offices, such as but not limited to; MS Remote Desktop, Log Me In , and Ivanti UEM (comparable to SCCM).

* Analyze, troubleshoot, and resolve agency standard and non-standard hardware/software/network issues using available diagnostic tools, education, remote connection tools, internet, manuals, experience, common sense, systematic approaches, and/or vendor support.

* Resolve Local Area Network (LAN) and wireless network connectivity issues by utilizing advanced troubleshooting and following the OSI model, such as but not limited to; resolving TCP/IP settings, utilizing command prompts to ping IP addresses, release and renew IP configurations, flush DNS, and perform trace routes.

* Direct and/or facilitate the installation or repair of hardware/software/applications with authorized vendors.

* Identify, troubleshoot, and escalate network, applications, and security related issues.

* Build end-user sufficiency by assisting customers to understand and use features and functionality of various programs, applications and hardware.

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