IT Customer Support Entry | AHCC

IT Customer Support Entry

Full Time | Non-Permanent

Location:
Airway Heights Corrections Center | Airway Heights, WA

Salary Range: $5,354 - $7,203 Monthly

The candidate of choice must be comfortable working in a Prison environment as you will be required to work in facility daily. The candidate of choice should have reliable, daily transportation and reside within a commutable radius of the AHCC facility.

This non-permanent position is expected to last through June 2028.

Technology plays an essential role in keeping operations running smoothly and ensuring employees have the tools and resources they need to succeed. The Washington State Department of Corrections (DOC) is looking for a customer-focused, technology-minded professional to join our team as an IT Customer Support Entry
! The goal of this position is to connect people with the technology and support they need to perform their jobs effectively while contributing to important agency initiatives, including the implementation of Health Services Electronic Health Records (EHR).

As an IT Customer Support Entry, you will provide hands-on technical support and customer service to department staff, project teams, and local CFS customers. Your primary focus will be supporting the Health Services EHR implementation by assisting with project activities, coordinating equipment deployments, maintaining inventory, and helping ensure technology resources are available and functioning as needed. You will work directly with end users to address technology needs, resolve issues, and provide guidance that helps staff confidently use the systems and equipment essential to their daily responsibilities.

This position plays an important role in supporting DOC’s strategic goals and objectives by ensuring employees have the tools, resources, and technical assistance necessary to carry out their work. Through your technical knowledge, problem-solving abilities, and commitment to customer service, you will help strengthen technology operations and support the successful delivery of critical agency initiatives. Most work is reviewed in progress and upon completion with direct supervision from the position supervisor.

If you enjoy troubleshooting challenges, supporting others, and making technology work better for the people who depend on it, this is an opportunity to make a meaningful impact. Bring your technical skills and customer-focused approach to DOC and help support the technology that keeps our department moving forward.

As an IT Customer Support Entry, some of your duties will include:

• Performing tasks and duties as participant on the EHR project team to include:
  • Providing real time data by auditing, running reports, analyzing statistics on users and systems
  • Participating in project team meetings
  • Conducting testing and piloting of new technology (software, hardware, peripherals, etc.)
  • Documenting instructions and procedures for hardware, software, new technologies, service desk support
• Providing customer support to staff and vendors for IT software and computing equipment which could look like:
  • Imaging, installing, configuring, activating, and updating hardware, software and peripheral equipment
  • Providing technical support, research, troubleshooting and maintenance of current software and hardware
  • Scheduling and performing hardware and software installs, repairs and upgrades to ensure operation and maintenance of customer software and devices
  • Ensuring security protocols are followed per DOC Policies
  • Collaborating with IT Security to determine actions for system breaches; which may include malware, virus or staff individual violation
  • Providing guidance and consultation to facility staff, for site specific information, configuration and documentation of customer software and hardware
• Performing inventory of hardware, software, peripherals, switches, routers, access points
• Other duties as assigned

What we need (required qualifications):

• Candidate has the ability to learn to operate and maintain new technology; assists in transitions.
• Candidate has baseline understanding of principles and theory within Windows 11 operating systems knowledge and is competent to work on several phases of computer operations.
• Candidate has working knowledge of systems administration and remote access technology concepts.
• Candidate has skill in testing and configuring network workstations and peripherals
• Candidate has working knowledge of auditing and documentation.

What will make your application stand out (preferred…