Mobile Application Support Technician - IT Support Tech 1 - Permanent/Internal Only

Title- Mobile Application Support Technician Classification- IT Support Technician 1 Job Status- Full-Time/Permanent/Internal Only WDFW Program- Director's Office - Licensing Division Duty Station- Olympia, Washington - Thurston County Note- This recruitment is open to current WDFW staff only Learn more about being a member of ! Photo Caption Colchuck Aasgard - Photo Credit: Anour Esa The mission of WDFW Licensing Division is to provide quality services and be an active partner with businesses, communities, and the public participating in or inquiring about commercial and recreational fishing, hunting, and wildlife viewing opportunities in Washington State. This position supports the Licensing Division's mission by providing Tier 1 support & agency point of contact for customers, dealers & internal WDFW staff in various capacities. This position will use an issue management database to track & troubleshoot common and uncommon user issues regarding the agencies public facing mobile applications and web-based licensing systems. Tier 1 staff will also be tasked with proactively monitoring, troubleshooting, diagnosing, and escalating application, network, and server related issues per established procedures and service levels. What to Expect- Among the varied range of responsibilities held within this role, the Mobile Application support Tech will, Provides Customer Service and Licensing Systems Tier 1 Technical Support

• Assist external & internal customers with Tier 1 support via phone, ticketing system, or email correspondence.
• Gain, retain and articulate current & new mobile solution technology information, which refers to services that are made available to a user through whichever means they are
• Proactively monitors customer requests identifying issues and escalates application, network, and server related issues per established procedures and service levels (Business Technical Unit (BTU) and/or the IT Division's Biological Data Services (BDS)).
• Completes data updates to customer profiles routinely using information obtained from customers, and WILD database.
• Documents and reports any inconsistencies or errors in the customer profile, sales process, or licensing systems to the Business Technology unit, Revenue and Statistics unit, and supervisor.

Customer Support

• Responds to Public and Agency correspondence and communications
• Responsible for assisting supervisor with the creating, maintaining, implementing, and completion of activities and priorities for the work unit.
• Assists in improving methods to report and achieve expected call center performance measurements targets.

Customer Experience and Quality Assurance

• Assisting the BTU & BDS in designing, developing & enhancing web applications through Quality Assurance testing and developing testing scripts.
• Assists in requirements gathering for the development and maintenance of Agency web and mobile technologies and customer support processes.
• Performs user acceptance testing for web and mobile testing
• Uses the Washington Interactive Licensing Database (WILD) system and associated applications to complete timely updates, corrections, and maintenance of quality customer profiles.
• Completes data updates to customer profiles routinely using information obtained from customers, and WILD database.

Administrative Support, License Sales, and General Support of the Licensing Division

• Interprets and applies laws, regulations, rules, policies, and procedures in the resolution of licensing inquiries, complaints, problems, revenue adjustments, and of other tasks associated with this position.
• Maintains a level of expertise in licensing rules, regulations, policies, procedures, legislation, and technical expertise in automated licensing applications.
• Works with supervisor and unit staff to develop, maintain, and complete a personal training schedule.
• Assists supervisor with developing, implementing and maintaining operations manual for all methods and procedures that are necessary to support and achieve results of each work unit activity.

Working Conditions: Work Setting, including hazards: Duties are performed in an office setting. This position requires extensive computer use and desk work. Schedule (i.e., hours and days): Duties are typically performed in an office setting from 8:00am to 5:00pm, Monday through Friday. However, a varied schedule may be required including working Saturday or Sunday and overtime. Travel Requirements: Employees may be required to attend trade shows, fair events, or a WDFW authorized dealer. Tools and Equipment: Computer hardware and software, multi-line telephone Customer Relations: Frequent interaction with the public via phone and email. Regular communication with other WDFW staff/departments., In addition to and other , there are other that WDFW employees may be eligible for. Click the "Benefits" tab at the top of this announcement to learn more. Important Note: 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: 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. Veteran and Military Spouse Preference Notice: Per Veterans and qualifying spouses who meet the minimum qualifications of a position are eligible for preference during the initial application review stage. To receive this benefit, please do the following:

• Notify us of your veteran or military spouse status by email at

• Veterans only - Attach a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter.

• Please redact any PII (personally identifiable information) data such as social security numbers.

• Subject line must include recruitment number, position, and spouse/veteran (example: 2024-1234 - Biologist 1 - Veteran)

• Include your name as it appears on your application in careers.wa.gov.

Diversity, Equity, and Inclusion Employer 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.

Option 1: High School diploma or GED equivalent and one (1) year of customer service experience plus one (1) year of experience doing customer support for technology systems or working in IT related field. Option 2: High School diploma or GED equivalent and one (1) year experience using the Washington Interactive Licensing Division (WILD) System plus one (1) year of experience doing customer support for technology systems or working in IT related field., * One year of experience mobile technology expertise & resolving customer issues, such as information technology related activities such as testing, installing, maintaining, supporting, and/or averting hardware/software system failures on client applications, hardware and software products, mainframe systems, network infrastructure equipment, or telecommunications software or hardware.

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