Address
Form of workSalary: $3,883.00 - $5,214.00 Monthly
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Job Number: 2024-00614
Department: Dept of Children, Youth, and Families
Division: Information Technology
Opening Date: 01/19/2024
Closing Date: 2/4/2024 11:59 PM Pacific
Description
Job Title:IT Support Technician 2 Help Desk
Location: Thurston County - Olympia, Washington,
Closes: February 4th, 2024
Salary: $3883.00 - $5214.00 Monthly
The Opportunity:
The role involves providing essential support for the Social Service Payment System (SSPS), A critical system utilized throughout DCYF divisions. As the primary point of contact, this position addresses user inquiries and escalates unresolved incidents for further diagnosis and resolution. In addition, this position provides end-user support to the Attendance System users and serves as the first responder to support requests that come to the Department of Child, Youth, and Family, via telephone or email.
Some of what you will get to do:
An Associate's Degree AND Two years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
OR
Four years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues.
In addition to the requirements above, our ideal candidate will possess some or all of the following:
Complete your applicant profile on careers.wa.gov and attach the following documents:
The Department of Children, Youth, and Families (DCYF) was created to be a comprehensive agency exclusively dedicated to the social, emotional, and physical well-being of children, youth, and families regardless of race, ethnicity, sexual orientation, or other socioeconomic factors. We believe our workforce should reflect the communities we serve and are actively searching for candidates that reflect that diversity.
This recruitment may be used to fill multiple vacancies.
This position is included in the supervisory bargaining unit represented by the Washington Federation of State Employees (WFSE). For more information:
For more information about this position or if you need an accommodation throughout the application/interview process, please contact Cole Alford at cole.alford@dcyf.wa.gov. If you're experiencing technical difficulties creating, accessing, or completing your application, call NEOGOV toll-free at (855)524-5627 or email
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022
01
Please select the answer that best describes how you qualify for this position.
02
Which of the following best describes your level of experience in customer service?
03
How did you hear about this career opportunity (select all that apply)?
04
If you selected 'College/university career fair or website', 'Diversity network meeting/event', 'Online job boards', or 'Other' above, please specify which college, university, diversity network meeting/event, online job boards and/or describe 'Other' below.
Required Question
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Job Number: 2024-00614
Department: Dept of Children, Youth, and Families
Division: Information Technology
Opening Date: 01/19/2024
Closing Date: 2/4/2024 11:59 PM Pacific
Description
Job Title:IT Support Technician 2 Help Desk
Location: Thurston County - Olympia, Washington,
Closes: February 4th, 2024
Salary: $3883.00 - $5214.00 Monthly
The Opportunity:
The role involves providing essential support for the Social Service Payment System (SSPS), A critical system utilized throughout DCYF divisions. As the primary point of contact, this position addresses user inquiries and escalates unresolved incidents for further diagnosis and resolution. In addition, this position provides end-user support to the Attendance System users and serves as the first responder to support requests that come to the Department of Child, Youth, and Family, via telephone or email.
Some of what you will get to do:
- Provides problem status information to customers and initiates actions for resolution.
- Manage multiple email inboxes, answering questions and providing support, ranging from employment verification, payment adjustments, warrant location, etc.
- Process incoming invoices, and input data into the SSPS Portal to generate a payment.
- Provides employment and payment verification.
- Batching and preparing for submission using SSPS applications and finance tools.
An Associate's Degree AND Two years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
OR
Four years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues.
In addition to the requirements above, our ideal candidate will possess some or all of the following:
- Demonstrated broad computer technology and software skills.
- Experience with Microsoft Office Products, web-based, and mainframe programs.
- Clerical or fiscal experience
- Professional level experience with SSPS.
Complete your applicant profile on careers.wa.gov and attach the following documents:
- Current resume detailing experience and education.
- Letter of interest
The Department of Children, Youth, and Families (DCYF) was created to be a comprehensive agency exclusively dedicated to the social, emotional, and physical well-being of children, youth, and families regardless of race, ethnicity, sexual orientation, or other socioeconomic factors. We believe our workforce should reflect the communities we serve and are actively searching for candidates that reflect that diversity.
This recruitment may be used to fill multiple vacancies.
This position is included in the supervisory bargaining unit represented by the Washington Federation of State Employees (WFSE). For more information:
For more information about this position or if you need an accommodation throughout the application/interview process, please contact Cole Alford at cole.alford@dcyf.wa.gov. If you're experiencing technical difficulties creating, accessing, or completing your application, call NEOGOV toll-free at (855)524-5627 or email
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022
01
Please select the answer that best describes how you qualify for this position.
- An Associate's Degree AND Two years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
- Four years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues.
- None of these
02
Which of the following best describes your level of experience in customer service?
- I have none of this experience.
- I have one (1) year or less of this experience.
- I have one (1) to two (2) years of this experience.
- I have two (2) to three (3) years of this experience.
- I have three (3) to four (4) years of this experience.
- I have five (5) years or more of this experience.
03
How did you hear about this career opportunity (select all that apply)?
- Washington State's career website: www.careers.wa.gov
- Washington State Work Source office or website (Go2WorkSource.com)
- Washington State employee
- DCYF Recruiter
- College/university career fair or website
- Diversity network meeting/event
- Indeed
- ZipRecruiter
- Handshake
- Other
04
If you selected 'College/university career fair or website', 'Diversity network meeting/event', 'Online job boards', or 'Other' above, please specify which college, university, diversity network meeting/event, online job boards and/or describe 'Other' below.
Required Question
