IT Customer Support - Entry

The Washington State Patrol is committed to being an Equal Opportunity Employer and strives to foster an environment in which everyone is encouraged to be their authentic selves, communicate openly, and act with courage. The WSP is dedicated to promoting fair and equitable hiring, training, and promotional practices through innovative recruitment and retention strategies.

The Information Technology Division (ITD) exists to leverage technology to enhance and sustain business processes, public safety infrastructure, and statewide emergency communications to facilitate the accomplishment of all agency goals.

Duties

This position performs 24/7/365 front-line technical help desk duties for internal WSP employees and external law enforcement agencies. This position solves technical problems and requests on the first contact or escalates to other groups, as appropriate.

Our new teammate will be able to:

• Frontline support of ACCESS (A Centralized Computer Enforcement Service System) users in a 24 hour, 7 day a week work environment.
• Diagnose and resolve problems relating to ACCESS hardware, software, and connections following documented procedures.
• Assist internal WSP and external law enforcement agencies with accurate ACCESS record entry.
• Assist with ACCESS account maintenance and urgent message responses.
• Escalate complex technical ACCESS problems.
• Escalate complex SECTOR/TraCS technical problems.
• Provide guidance to clients based on information within ACCESS related manuals.
• Answer Help Desk phone lines and response to customer email requests in a timely fashion.
• Ensure policy and procedures are followed when providing support to all customers.
• Diagnose and resolve problems relating to agency standard computer hardware and software, including Wireless devices.
• Install, uninstall, and troubleshoot various programs, software, and hardware.
• Verify that customers' permissions, access, passwords and licenses are accurate as needed.
• Create work orders for all support activities using ServiceNow ticketing system.

• Are you a self-starter with strong leadership skills?
• Do you thrive in a team environment?
• Do you want a position with career growth opportunities?, * Two years of experience with information technology, such as an IT help desk, desktop support, IT program/project management, or volunteer work with computers.
• Two years of experience with Microsoft Office and Windows operating system products., NOTE: This is not a full-time telework position. Candidates must be able and willing to work in the office and commute to here. A hybrid work schedule may be available after training and/or probationary period has been successfully completed.

• An Infants at Work Program that is based on the long-term health values of infant-parent bonding and breastfeeding newborns.
• Continuous growth and development opportunities.
• Opportunities to serve your community and make an impact through meaningful work.
• Employment opportunities that recognize military veterans and/or military spouse per Governor Executive Order 19-01.
• Qualification for the Public Loan Forgiveness Program.