IT Customer Support

Keeping Washington Clean and Evergreen

Protecting Washington State’s environment for current and future generations is what we do every day at Ecology. We are a culture that is invested in making a difference. If you want to join a team that is highly effective, collaborative, has leadership that embraces the value of people, and believes in the fun factor, then Ecology is a good fit.

The Department of Ecology’s Information Technology Services Office (ITSO) is currently looking for an IT professional to join our team as a Customer Support Specialist (IT Customer Support Journey) position. This position will be located in our Headquarters (HQ) Building in Lacey, WA. The purpose of this position provide is to provide customer support to Ecology’s Lacey HQ building and three remote locations (Approximately 1,200 staff). The purpose of this position is to provide immediate and direct primary tier 1, 2, and 3 desktop computer support to all enterprise environmental staff assigned to these locations.

We are looking for a team player who possess excellent communication and people skills with the ability to quickly assess a situation and make a decision and the ability to work with a diverse audience.

As an agency, our mission is to protect, preserve and enhance Washington’s environment for current and future generations. We invest in our employees to create and sustain a working environment that encourages creative leadership, effective resource management, teamwork, professionalism and accountability.

To learn more about The Department of Ecology, please visit our website at www.ecology.wa.gov and follow, like or visit us on LinkedIn, Twitter, Facebook, Instagram or our blog.

Local efforts… Diverse people… Statewide impacts

Agency Mission: Ecology’s mission is to protect, preserve and enhance Washington’s environment and to promote the wise management of our air, land and water for the benefit of current and future generations.

Program Mission: The Information Technology Services Office (ITSO) is the central provider of strategic and tactical support for the use of Information Technology (IT) within Ecology. The mission of ITSO is to create and support useful technology services that adapt for the future and support Ecology’s mission.

Section Mission: The Business Technology Services Center (BTSC) provides timely technology based support to the Ecology staff in the form of tier 1, 2, and 3 support of computer system deployments, repairs, user setup, software installation, hardware & software troubleshooting, asset tracking, AV Support, and Printer Support.

Some of the key activities of the Customer Support Specialist are:

Remotely assist customers to resolve IT related issues.
Install, configure, requested desktop hardware, accessories and printers.
Install and configure all requested non-standard software.
Diagnose, repair/replace and configure desktop hardware, accessories, and printers issues.
Setup, configure, and troubleshoot all video conferencing (VC) equipment used by staff.
Setup, configure, and troubleshoot desktop and mobile telecommunications equipment.
Document warranty coverage and support for all inventoried hardware.
Resolve customer service requests for help.
Tracks and report issues in ticketing system.
Follow up with customers after tasks are completed to ensure the service delivery results were satisfactory.
Train staff on the use of Ecology approved technology systems.
Recommend software, hardware, and application solutions that directly address emerging business needs.
Assist customers that come in the form of walk ups, phone calls and emails.
Manage the lifecycle for technical support documentation including Standard Operating Procedures and work instructions.
Create and configure new accounts for all staff.
Assign user to appropriate security groups in OU’s, DL’s and AD.
Operate and control the technology systems that keep the data and information backed-up and safe.

NOTE: Must be able to work well under pressure, crawl under desk and to lift 40 lbs.

This recruitment will remain open until filled. The initial screening will be December 2, 2020. In order to be considered for the initial screening, please submit an application on or before December 1, 2020. The agency reserves the right to make an appointment any time after the initial screening date.

Please do NOT include your salary history. Wage/Salary depends on qualifications or rules of promotion, if applicable.

Required Qualifications:

An Associate’s degree or higher in Computer Science; Information Technology OR completion of a two (2) year accredited vocational training program in information technology or related program.

AND

Two (2) years recent professional experience in maintenance of major organization-wide systems, both managed and unmanaged.

Four (4) years recent entry level IT professional experience in maintenance of major organization-wide systems with experience such as installing and or maintaining computers software or hardware, providing direct customer technical support in information Technology which includes 2 years of experience supporting Windows 7 and/or Windows 10 operating systems and includes 2 years of experience installing and supporting Microsoft Office Suite.

Why work for Ecology?

Joining Ecology means becoming a part of a team committed to protecting and restoring Washington State’s environment.

A career in public service allows you to help solve some of the most challenging problems facing our state, while keeping the health and financial security of you and your family a priority. We combine one of the most competitive benefits packages in the nation with a strong commitment to work/life balance.

Ecology 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

Student debt and how working for Ecology can help

Employees may be eligible for the Public Service Loan Forgiveness (PSLF) Program, which forgives the remaining balance on your Direct Loans after you have made 120 qualifying monthly payments under a qualifying repayment plan while working full-time for a qualifying employer. See https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service for more details.

*See the Benefits tab in this announcement for more information

Supplemental Information

Application Instructions:

Please complete the applicant profile when applying for this position.

Applicants must provide a minimum:

Current Chronological Resume
Letter of Interest/ Cover Letter explaining how you fit the requirements of the position
Three professional references with current contact information

Please do NOT include your salary history. Wage/Salary depends on qualifications or rules of promotion, if applicable.

Department of Ecology employees, please make sure to answer the agency-wide questions regarding permanent status as a classified employee within the Washington General Service or Washington Management Service. Do not forget to select Department of Ecology as a response to question 2, and type your personnel ID number for question 3. If you are not sure of your status or do not know your personnel ID number, please contact Human Resources at (360) 407-6186.

If you are reading this announcement in print format, please visit www.careers.wa.gov to access the online recruitment system. Click on “Look for Jobs” and select Dept. of Ecology under the “Department” search list. Click “Apply Search.”

Other Information:

If you need assistance applying for this job, please e-mail careers@ecy.wa.gov. Please do not send an email to this address to follow-up the status of your application. You can view the latest status of your application on your profile’s main page.

If you have specific questions about the position, please email Mark Holm at: mark.holm@ecy.wa.gov. Please do not contact Mark to inquire about the status of your application.

The act of submitting application materials electronically is considered affirmation that the information is complete and truthful. The state may verify this information and any untruthful or misleading answers are cause for rejection of your application or dismissal if employed.

This position is included in the Washington Federation of State Employees (WFSE) union bargaining unit for the Department of Ecology.

The Washington State Department of Ecology 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, veterans, military spouses or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application/testing process or this job announcement in an alternative format may call (360) 407-6186. Applicants who are deaf or hard of hearing may call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.