Description

Make a difference
The IT Customer Support Technician will serve as the primary escalation point for all Department of Health (DOH) Public Health Laboratories (PHL) customers, and home-based staff. This is a Tier 2 support position primarily focusing on resolving problems, incidents, and requests.

In this position, you will be expected to develop knowledge of DOH enterprise and client applications, their associated agency-specific configurations, IT support services, and the total hardware support footprint. You will then apply knowledge gained to both standard and non-standard support situations, as well as communicate changes to processes, policies, and procedures in your assigned area of responsibility.

Other areas of impact and responsibility may include

• Troubleshooting and resolving incidents by analyzing and determining the most appropriate solution(s)
• Reimaging machines when needed for fix and/or upgrade to capture all existing settings and software.
• Collaborating with senior and junior technical staff to address and resolve service disruptions.
• Creating technical knowledge base articles for use by other technicians.
• Providing technical support of DOH IT system applications, workstation hardware and peripherals, software, and systems.
• Troubleshooting and isolating Network Wide Area Network (WAN) and Local Area Network (LAN) issues – distributing and managing digital certificates.
• Managing customer accounts and permissions within various confidential and non-confidential systems related to user and identity management.
• Providing mobile device support for both the agency and Bring Your Own Device (BYOD) - Assign, activate, wipe, configure, track within CMDB, and train customers on use.
• This position will report to the OIT PHL IT Service Desk Supervisor.

The Office of Innovation and Technology (OIT) is the central organization within DOH that serves the Information Technology (IT) needs of numerous diverse and autonomous program areas that support public health in Washington. The IT Operations (ITO) department within OIT consists of Service Desk, Server Operations and Enterprise Support, and Network Operations teams. These teams provide support for the agency’s mission critical, business essential, and back-office systems that service agency staff, external customers, and citizens.

Work that matters
Public health promotes and protects the health of the people of the state of Washington in the communities where they live, learn, work and play. We realize that our efforts to achieve more equitable health outcomes for the communities we serve begins with our ability to operationalize and institutionalize equity throughout our internal policies, systems, and practices.

About us
The Department of Health (DOH) works with others to protect and improve the health of all people in Washington state. We are committed to our cornerstone values of Equity, Innovation, and Engagement (EIE) to reenergize our commitment to health for all — creating policies and conditions so everyone can live their healthiest lives. We cannot embark on this journey alone. We must collaborate with communities, community-based organizations, local public health entities, governmental partners, health care providers and systems, the private sector, Tribal Nations, and many, many more. Infusing our agency’s values into how we transform our services, go about our activities, and strengthen our core work, is critical to the bright and robust future ahead. Learn more about our Transformational Plan.

Why DOH? We offer

• One of the most competitive benefits package in the nation that is designed to meet the needs of you and your family. Beyond the traditional benefits such as Health, Life Insurance, Retirement, and related benefits, we offer Flex Spending Accounts, Dependent Care Assistance, Deferred Compensation, and so much more.
• A commitment to work/life balance by offering flexible schedules and telework options for many positions.
• A commitment to equity, diversity, and inclusion that fosters an inclusive environment.
• Employees earn between 14 and 25 days of paid vacation per year, depending on the length of employment.
• A wellness program that offers education, access to healthy food, and fitness classes.
• An infant at Work Program based on the long-term health values of breastfeeding newborns and infant-parent bonding.
• Employee resource groups that provide forums for employees to gather and share ideas about matters that affect their personal and professional lives and support career development.
• DOH is a qualifying employer for the Public Service Forgiveness Program (PSLF). Learn more about this program.
• Receive a One Regional Card for All (ORCA) card for employees with a duty station in King, Pierce, or Snohomish Counties. Employees, that are benefit eligible and have an assigned official duty station in King, Pierce, or Snohomish Counties will receive a card for travel on public transportation known as a, otherwise known as an ORCA Card.
• Salary Note: The salary listed includes 5% premium pay due to the duty station of this position being located in King County.

Our Ideal Candidate
Has a driving passion for the work, brings humility to their job and interactions, and understand how their actions affect others. They see the needs and objectives of others and take them into account while achieving their objectives, and they adapt their approach and expectations accordingly. They demonstrate resilience and outward behaviors even when confronted with others who are not open or collaborative.

Required Qualifications
Experience defined below may have been gained through paid or unpaid activities.

Option 1: Three (3) years of progressive information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, providing customer or technical support in information technology.
Desired Qualifications

Option 2: Associate Degree In Information Technology Program and one (1) years of progressive information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, providing customer or technical support in information technology.

Desired Qualifications:

• Two (2) years experience with Service Now or similar IT Service Management platform
• ITIL V3 Foundations Certification
• Experience creating knowledge documentation for a range of IT skill levels.
• Lean Training Certification
• Other IT Certifications (Microsoft, Cisco, CompTIA, etc.)

Application Process
Intrigued? Click “Apply” to submit your detailed application profile along with the following:

• A cover letter (without personal pictures) describing how you meet the qualifications and why you are interested in this position.
• A current resume (without personal pictures).
• 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.

Attachments: Do not attach any documents that include photos, letters of recommendation, or private information (social security number, year of birth, transcripts, etc.).

Veteran Preference: Applicants wishing to claim Veterans Preference should 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.

If you have questions, need alternative formats, or need assistance, please contact Shawnelle Goalder at (360) 742-6986, Shawnelle.Goalder@doh.wa.gov, or TDD Relay at 1-800-833-6384 or 7-1-1. Technical support is provided by NEOGOV, 855-524-5627 (can’t log in, password or email issues, error messages).

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

Conditions of Employment/Working Conditions
All employees working for the Department of Health must be fully vaccinated against COVID-19 before their hire date. The Office of Human Resources will verify proof of vaccination after an employment offer has been extended.

Please contact Human Resources at HR@doh.wa.gov if you need medical or religious accommodation information.

With or without accommodation, I am willing and able to:

• Work a full-time 40-hour work week on-site at our Shoreline location (working on-premises is a requirement for this position), but must be willing to occasionally adjust work-schedule to meet business needs, which may include evenings and weekends. A flexible work schedule will be considered upon request and supervisor approval.
• Occasionally travel within the state of Washington.
• Legally operate a state or privately-owned vehicle OR provide alternative transportation while on state business.
• Participate in emergency response exercises and emergency events/high-priority assignments as assigned.

Supplemental Information

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.