Desktop Support Technician Job at State of Washington Dept. of Fish and Wildlife
State of Washington Dept. of Fish and Wildlife Ephrata, WA
$5,499 - $7,399 a month
Description
FULL-TIME/PERMANENT
DESKTOP SUPPORT TECHNICIAN
DESKTOP SUPPORT TECHNICIAN
IT CUSTOMER SUPPORT – JOURNEY
Information Technology Program
Ephrata, Washington – Grant County
Ephrata, Washington – Grant County
Are you experienced in installing, configuring, and troubleshooting network hardware and software, including WAN devices, VPN software, and TCP/IP connectivity?
Are you skilled in utilizing standard troubleshooting methodologies to find suitable and effective solutions to users’ problems?
Kestrel on rock – Photo Credit: Justin Haug
This is an opportunity to work independently to resolve complex hardware, software, printing, video conferencing, and network issues of all levels of complexity with minimal guidance.
In this dynamic role, you will assist with installing and troubleshooting networks in remote facilities unconnected to the state network (hatcheries and satellite offices).
With your experience, you will lead demonstrations and training in new and existing technologies.
You are excited to work with other IT staff or program areas teams to efficiently determine impacts and implement technical changes as needed.
Duties
Red-breasted nuthatch – Photo Credit: Scott Fitkin WDFW
Our Desktop Support Technician,
- Works out of a ticket queue of customer service requests and incidents.
- Remotely responds over the phone and with remote administrative services to customer service requests and incidents regarding enterprise managed hardware and software.
- Provides onsite assistance for software and hardware requests and issues that cannot be resolved remotely.
- Creates tickets or helps train agency staff to create tickets for service requests or incident requests that come up while working in the field so that work can be appropriately triaged and assigned for quickest response by the IT Services Team.
- Sets up equipment for agency employee use, performing or ensuring proper installation of desktop computers, laptops, tablets, peripheral devices, operating systems, and appropriate software for all WDFW employees.
- Provides VPN Support, ensuring remote staff have access to networked resources.
- Provides support for systems typically unsupported by central IT, i.e., digital alarms, remote facility video systems, Wi-Fi access points, external phone systems beyond agency telephony, HVAC monitoring systems.
- Creates documentation and self-help materials with the goal of reducing common support requests and issue tickets.
- Works one-on-one with staff to teach staff how to best troubleshoot and resolve their common issues.
- Creates materials and training plans for group trainings to empower staff to take advantage of new technologies.
- Builds hardware and software environments, testing, demonstration, and production runs for desktop and mobile related systems. Answers user inquiries regarding computer hardware and software operation to resolve problems.
- Troubleshoots audio, video, and display issues for each scheduled Video Conference.
- Performs consulting, designing and technical support for applications and management of software licenses.
- Leads problem solving teams and address problems elevated from IT Technical staff.
- Analyzes network traffic and systems to determine attack and threat vectors.
- Troubleshoots and assist customers with technical issues of Agency-issued and Bring Your Own Device (BYOD) devices using a “best effort” model of support.
WORKING CONDITIONS:
- Work Setting, including hazards:
- Duties are performed in an office setting.
- This position requires extensive computer use and sitting.
- Schedule:
- Monday – Friday, 8:00 am – 5:00 pm.
- Schedule may be adjusted with supervisory approval.
- Travel Requirements:
- This position will require some travel to remote office and regional locations and overnight stays may be required.
- Some evening and weekend work may be required.
- Tools and Equipment:
- Standard Desktop Hardware, Laptops, Tablets, Telecommunications and Networking equipment and Software (CPU, MS Office, etc.).
- Customer Interactions:
- As requested or directed to ensure strategic plans around desktop support functions.
Qualifications
REQUIRED QUALIFICATIONS:
A Bachelor's Degree or higher in Computer Science, Computer Engineering, Information Technology, or other related field.
And
- 3 years of experience or more of professional experience in PC hardware/software support, 2 or more years of professional experience troubleshooting connectivity issues in a networked environment, 2 or more years of professional experience working with other teams and customers solving incidents and problems in a technical environment.
Or
An Associate degree in Computer Engineering, Information Technology, or other related Field.
And
5 years of experience or more of professional experience in PC hardware/software support, 3 or more years of professional experience troubleshooting connectivity issues in a networked environment, 3 or more years of professional experience working with other teams and customers solving incidents and problems in a technical environment.
Or
7 years of experience or more of professional experience in PC hardware/software support, 5 or more years of professional experience troubleshooting connectivity issues in a networked environment, 5 or more years of professional experience working with other teams and customers solving incidents and problems in a technical environment.
License:
- Valid driver’s license and good driving record.
Clearance:
- Must successfully pass a criminal background check and certify with a criminal justice security program (CJIS), which includes fingerprinting and direct support of Law Enforcement Officers (LEO).
PREFERRED QUALIFICATIONS:
- 2 or more years of recent information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, providing technical support in information technology.
- 2 or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role.
Knowledge, Skills, and Abilities:
- Ability to work remotely, independently, and as a team on a queue of support and incident tickets.
- Ability to complete assigned software and hardware service requests or incident tickets quickly.
- Familiarity with ITIL Support Best Practices and how they can be applied to the WDFW environment.
- Knowledge of a diverse set of IT solutions that span multiple areas: Service Desk, Desktop Support, Network, Applications, Data, Storage and GIS.
- Ability to articulate and implement technical support processes and procedures.
- Organized, proactive individual with strong communication, decision making, and problem-solving skills in a diverse and regionally distributed work environment.
- Comprehensive knowledge of PC software and hardware installation, repair, testing, and troubleshooting. Dell or comparable manufacturer, hardware repair experience is essential.
- Skill in accurately determining the hardware and software needs for Programs, divisions and end users in regional offices and outlying areas.
- Ability to plain-talk technical issues and resolutions for a non-technical audience.
- Ability to drive long distances to remote agency locations and perform onsite hardware and software assistance or trainings.
CONDITION OF EMPLOYMENT:
WDFW requires all employees to be fully vaccinated with the COVID-19 vaccine as a condition of employment. You will be required to provide proof of vaccination as part of the hiring process. Please do not upload your vaccination documentation with your application materials - your vaccination status will be verified by your supervisor before you will be allowed to work. Exemptions may be granted for religious or medical purposes.
Supplemental Information
Please note: Failure to follow the instructions below may lead to disqualification.
In order to successfully apply for this position, you MUST complete your profile at www.careers.wa.gov and attach the following to your profile before completing the online application:
- A cover letter describing how you meet the qualifications of this position (Generic cover letter will not be accepted).
- A current resume.
- Three professional references.
IMPORTANT NOTES:
All new employees must complete an Employment Eligibility Verification Form (I-9 Form) on their first day of work. If hired for this or any position at WDFW, you will be required to provide documentation proving you are eligible to work in the United States. For a list of acceptable documents, please use the following link: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents
JOIN THE WDFW TEAM:
Learn about our agency and the perks of working for WDFW!
The Washington Department of Fish and Wildlife has some of the most talented people in the natural resource field. We celebrate and value diversity, appreciating that a workforce composed of those from different backgrounds and experiences creates an inclusive environment, strengthens positive relationships with the local community, and brings new perspectives and approaches to fulfilling the agency’s mission. We value demonstrated skill in living WDFW values of Accountability, Service, Professionalism, Integrity, Respect, and Empathy (ASPIRE).
WDFW employees may be eligible for the following:
Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave*, 11 Paid Holidays per year*, Public Service Loan Forgiveness, Tuition Waiver, Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives (Download PDF reader), Combined Fund Drive, SmartHealth.
UNION - WFSE:
This position is covered by a collective bargaining agreement between the State of Washington, Department of Fish and Wildlife and the Washington Federation of State Employees (WFSE). This recruitment may be used to fill positions in addition to those listed.
Diversity, Equity, and Inclusion Employer
VETERAN PREFERENCE NOTICE:
To take advantage of veteran preference, please do the following:
- Email a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter to RecruitmentTeam@dfw.wa.gov.
- Subject line should include recruitment number, position, and Vet (for example: #10155 Biologist 1 – Veteran).
- Include your name as it appears on your application in careers.wa.gov.
MILITARY SPOUSE PREFERENCE NOTICE:
To take advantage of military spouse preference, please do the following:
- Notify us of your military spouse status by email at RecruitmentTeam@dfw.wa.gov.
- Subject line should include recruitment number, position, and MS (for example: #10155 Biologist 1 – MS).
- Include your name as it appears on your application in careers.wa.gov.
Note: Please blackout any PII (personally identifiable information) data such as social security numbers. For further information, please contact us at RecruitmentTeam@dfw.wa.gov.
As part of WDFW’s efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications. Therefore, we want to ensure that all individuals feel welcome, are treated fairly and respectfully. All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington.
The Department of Fish and Wildlife is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, disabled and Vietnam era veterans and people of all sexual orientations and gender identities are encouraged to apply.
Persons needing accommodation in the application process or this announcement in an alternative format may call (360) 902-2276 or the Telecommunications Device for the Deaf (TDD) at (800) 833-6388.
If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or support@neogov.com .
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