IT Customer Support - Journey

IT Customer Support – Journey

Full‑time, Permanent – Southeast Region, Ellensburg, WA. Partial Telework flexibility may be available and considered. Salary: $6,068.00 – $8,164.00 Monthly.

The Department of Natural Resources (DNR) needs an IT Customer Support – Journey (ITC) to support SE employees and the technical systems required to conduct agency business. The ITC will manage computer hardware, software, inventory, network, and employee support across the Region, including the region office, ten work centers, and the Central Washington Interagency Communications Center.

• Provide immediate local and/or remote desktop, hardware, software, and network support to region employees.
• Evaluate, test, install, and upgrade PCs, utility server hardware, software, and peripherals such as backup external hard drives, network printers, and other network devices.
• Document procedures and provide instructions on the use of information technology systems and procedures.
• Serve as the point of contact for SE Region employees regarding their hardware and software technology needs.
• Track, monitor, and update IT equipment inventory for the SE Region.
• Collaborate with colleagues to manage all aspects of the region's mobile device configuration and implementation.
• Ensure equipment related to wildfire, including the Type 3 kits, functions properly and coordinate with IMT personnel to troubleshoot issues when on site at incidents.

• A bachelor’s degree in computer science AND two years of relevant IT experience; OR an equivalent combination of education and/or experience.
• Experience implementing, maintaining, supporting, and administering personal computers with Windows 7 or newer in an enterprise environment.
• Experience deploying, maintaining, supporting, and administering MS Office 2016 and/or Microsoft 365 in an enterprise environment.
• Experience providing customer support, including troubleshooting personal computer, network, and/or mobile device issues.
• Commitment to fostering and supporting an environment that honors diversity, equity, inclusion, and environmental justice practices.
• Perform assigned duties in a manner consistent with applicable laws, regulations, and public records retention and requests are followed.
• DNR
  
  Core Competencies:
  • Personal Accountability
  • Value Others
  • Compassionate Communication
  • Inspire Others
  • Commitment to Excellence

• Work performed in an office environment and occasionally in an outdoor setting. Ability to lift and maneuver equipment up to 50 pounds.
• Position requires travel on a semi‑routine basis. Travel typically within the region boundary and completed within the workday.
• A valid driver’s license and two years of driving experience. DNR requires state drivers to possess a non‑suspended, non‑revoked, non‑restricted license. Position requires driving as an essential function. Finalists and/or interview candidates will be asked to provide a driving record from all states in which they have held a license during the past three years.

• Experience supporting an enterprise environment of 100 workstations or more.
• Network plus Certification, A+ certification, Information Technology Information Library Foundations training, and Customer Service training/experience.
• Ability to be innovative and forward‑thinking in a fast‑paced, changing technical environment.
• Providing training to users and developing instructional/training materials.
• Ability to evaluate, test, install, upgrade, and maintain PCs, laptops, and server hardware, VPN software and connections, Windows operating systems, Microsoft Office 2007 and newer, video teleconferencing, security systems, network, printer, and other hardware driver software, components, and peripherals such as printers, monitors, and projectors.
• Ability to troubleshoot and resolve complex multi‑server and multi‑application problems, networking and communication problems, etc.
• Proficiency in diagnosing, correcting, and documenting PC hardware and software problems.
• Ability to learn new technologies, understand complex specifications, and implement them for staff use and…