It Support Technician 2 Doh7848

Full-Time Permanent Position

The Technical Support Team at the Department of Health (DOH) is the backbone of our IT services, providing essential assistance to both internal staff and external customers. As an IT Support Technician 2, you will play a crucial role in troubleshooting and resolving issues related to DOH applications, workstation hardware, and software. Your responsibilities include serving as the central point of contact for users, handling account management tasks such as unlocking accounts and password resets and ensuring the accessibility of systems. With a focus on efficiency and a commitment to achieving a 70% First Call Resolution rate, you will contribute to maintaining the reliability and functionality of our IT infrastructure. Additionally, you may be involved in User Acceptance Testing for new applications, participate in professional development activities, and assist with various projects to support our organization's evolving technological needs. This position offers a dynamic and challenging environment for individuals seeking to expand their technical skills and make a meaningful impact in the realm of IT support.

Responsibilities:

• Provide Tier 1 technical support for internal and external DOH applications, workstation hardware, and peripherals.
• Serve as the central contact point for users, addressing inquiries and issues via phone, email, and in-person interactions.
• Manage user accounts, including unlocking accounts, resetting passwords, and assisting with Digital Certificates, ensuring seamless access to DOH applications.
• Offer logon assistance for DOH applications and provide basic support for DOH Agency iPhones.
• Troubleshoot and resolve basic application issues, both enterprise and program-specific.
• Verify system accessibility, create escalation tickets for system downtimes, and escalate tickets to Tier 2/Tier 3 support when necessary.
• Assess calls for similar issues to identify potential larger problems or application issues.
• Record and update all requests in the ticketing system, ensuring thorough documentation.
• Utilize tools such as Remote Assist to troubleshoot and resolve issues on user machines.
• Keep users and management informed of escalated items and issue resolutions.
• Assist with the development and updating of information technology-related documentation.
• Contribute to a knowledge base for reference by both users and technical staff.
• Engage in professional development to stay current with emerging technologies and trends.
• Provide support during public health emergencies and assist with emergency response activities as assigned.
• Collaborate with the Technical Services team for imaging support and other business needs.
• Support storeroom management and equipment surplus activities.
• Maintain the Time Tracker application as directed.

We are seeking a dynamic and resourceful individual who thrives in a fast-paced environment, possesses exceptional problem-solving skills, and has a genuine passion for assisting others. A keen attention to detail, excellent communication skills, and the ability to adapt to evolving technologies are key attributes we value. Your experience may have been gained through a combination of education, professional experience and paid or unpaid experience.

Required Qualifications:

Preferred Skills and Experience:

• Information Technology Infrastructure Library (ITIL) training or awareness.
• Demonstrate initiative in learning new skills and technologies.
• Professional experience supporting printers and peripherals and utilizing a managed print service such as FollowMe Print or Papercut.
• Professional experience in a call-center IT service desk providing remote support.
• IT Certifications (Microsoft, Cisco, CompTIA, etc.)

Core Competencies:

• Achievement Orientation: Delivers value by leveraging technical expertise and diverse perspectives in goal setting for equitable outcomes, maintaining schedules, producing quality work, and fostering team clarity and trust for continuous innovation and group success.
• Analysis & Problem Solving: Employs data analysis and collaborative problem-solving, incorporating cultural insights and stakeholder feedback, to innovate and refine processes, ensuring effective, adaptable solutions that advance equity for all, particularly marginalized communities.
• Communication: Communicates effectively across various mediums, tailoring messages to audience needs, practicing cultural humility, encouraging diverse perspectives, and ensuring information is comprehensively distributed.
• Cultural Competency: Promotes an inclusive, equitable workplace and public health framework by advocating for health equity, practicing cultural awareness, and employing an outward mindset to ensure policies and actions accommodate diverse needs and foster a sense of community belonging.
• Customer Service Orientation: Exhibits a steadfast dedication to delivering culturally sensitive services in Washington, actively engaging with and understanding the diverse needs of customers, especially underserved communities, to inform decisions and foster innovative, forward-looking solutions.
• Interpersonal Skills: Demonstrates adaptability and effectiveness in diverse situations by maintaining transparency and accountability, embracing feedback, fostering relationships, crediting others, and resolving conflicts with cultural awareness and diplomacy.
• Organizational Relationships: Builds and maintains effective collaborations with internal and community partners, enhancing agency performance and ensuring alignment with customer and community needs. Develops innovative strategies for inclusive partnerships, overcoming barriers to service delivery, especially for underserved populations, and ensures equitable resource distribution.
• Professional & Technical Competence: Applies professional expertise and technology to meet job demands, fosters critical thinking and innovation, and uses data-driven approaches for continuous improvement and tangible outcomes.

IT Customer Support - Where expertise meets efficiency!

Comprised of seasoned professionals dedicated to resolving complex technical challenges, we take pride in our commitment to delivering top-notch support with a focus on precision and clarity. Our team operates at the forefront of technology, leveraging extensive knowledge to assist clients seamlessly. We value collaboration, continual learning, and a results-driven approach, creating an environment that fosters growth and innovation. Join us if you're passionate about making a tangible impact in the world of technical support, where your skills will be honed, and your contributions valued.

We are the Washington State Department of Health (DOH)

At DOH, we safeguard public health in an ever-evolving world. Through collaboration with local health jurisdictions and state, federal, and private partners, our programs, and services impact every Washingtonian and visitor daily. We're driven by Equity, Innovation, and Engagement, as outlined in our Transformational Plan for the future of Washington health.

Benefits and Lifestyle

We prioritize your work-life balance and offer one of the most competitive benefits packages nationwide, tailored to support your lifestyle. Discover more about "Why DOH" by visiting Work@Health.

Location and Flexibility

For this position you will report in-person to the DOH office located in Tumwater, WA, daily. While the standard schedule is between 7 AM and 5 PM, a flexible schedule may be established with your supervisor depending on the needs of the business.

Application Process:

• Remember to showcase your relevant education and experience in your application materials.
• DO NOT attach any documents that include photos, letters of recommendation, or private information (transcripts, social security number, year of birth, etc.).
• Click "Apply" to submit your detailed application profile along with the following:
  1. A cover letter (without personal pictures) describing how you meet the qualifications and why you are interested in this position.
  2. A current resume (without personal pictures).
  3. Three (3) or more professional references, to be listed in your profile under the references section, which includes at least one supervisor, peer, and (if you have supervised staff) someone you have supervised or led.

Veterans Preference: Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or cover any personally identifiable data such as social security numbers and birth year.

Equity, Diversity, and Inclusion: We regard diversity as the foundation of our strength, recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve.

DOH is an equal-opportunity employer. We prohibit discrimination based on race/ethnicity/color, creed, sex, pregnancy, age, religion, national origin, marital status, the presence or perception of a disability, veteran's status, military status, genetic information, sexual orientation, gender expression, or gender identity.

Representation: This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.

Questions and Accommodations: If you have questions, need accommodation in the application or selection process, or need information in an alternative format, contact Shawnelle Goalder at shawnelle.goalder@doh.wa.gov. For general DOH recruitment questions, email the Talent Acquisition Team at employment@doh.wa.gov. Deaf or hard of hearing contact Washington Relay Service at 7-1-1; individuals outside of Washington State contact Washington Relay Service at 1-800-833-6874.

Technical Support: Reach out to NEOGOV directly at 1-855-524-5627 for technical support and login issues.

Conditions of Employment:

I am prepared, with or without accommodations, to do the following:

• Commit to a full-time 40-hour work week schedule between the hours of 7 AM and 5 PM. (Please note that flexible work schedule requests will be subject to supervisor approval.)
• Work will be completed onsite and in-person at the DOH office located in Tumwater, WA.
• This position requires that you are willing to remain stationary at your designated desk for up to 8 hours a day in an office environment.
• Adjust my work schedule occasionally to align with business needs, which may entail working evenings and weekends.
• Willing to interact with a variety of divers customers both internally and externally, and both in-person and over the phone.
• Travel periodically within the state of Washington.
• Possess the legal ability to operate a state or privately-owned vehicle or arrange alternative transportation for official state business.
• Engage in emergency response exercises and high-priority assignments as assigned during emergency events.

This recruitment may be used to fill positions of the same job classification across the agency. Once all the position(s) from the recruitment are filled, the candidate pool may be used to fill additional open positions for the next sixty (60) days.

Only applicants who follow the directions and complete the Application Process in-full will have their responses reviewed for consideration.

Experience and education selected, listed, or detailed in the Supplemental Questions must be verifiable on the submitted applicant profile.

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