IT Service Desk Specialist - IT Customer Support - Entry - Non-Permanent - 2026-03983

• While this position may offer a telework option, the successful candidate must be available to report to the duty station as needed., In this role, you'll enjoy serving as the initial frontline contact, providing timely technical assistance and customer support to end users by troubleshooting and resolving basic IT issues while delivering excellent customer service. WHAT TO EXPECT : Among the varied range of responsibilities held within this role, this position will: Provide Tier 1 Technical Support:

• This position identifies, diagnoses, and resolves technical issues for users of personal computer hardware and software, users of mainframe interfaces, and users of agency network and internet technology.

• Solutions are communicated to the end user(s) via telephone, email, Teams chats and in person.

• Support is provided via telephone, email, Microsoft Teams, in person, and via remote desktop session.

• Systems used to accomplish this work include, but are not limited to, System Center Configuration Manager, Active Directory, Intune, the Exchange Admin Center, the Jira Service Desk ticketing system and related automated workflows, remote desktop software, an automated call distribution system, various internet browsers, SharePoint, Knowledge bases, and all Microsoft Office applications.

• Collaborates with other technical teams, collects information, determines solutions, and documents steps for troubleshooting hardware, application, and network related issues resulting in effective request, incident, and problem management.

• Creates and updates service request and incident report tickets using the Information Technology Infrastructure Library (ITIL) best practices and WDFW's Information Technology Service Management (ITSM) solution. This position manages user reported issues and provides follow-up on the status of user reported issues.

Provide Support Related to Support Requests:

• Use technical acumen to review all submitted support requests for completeness.
• Analyze each submitted support request to determine all services which are being requested.
• Services which may be requested via support request include but are not limited to; requests for computer hardware and peripherals, computer software, permissions to applications and networked resources, telecommunications equipment, and setup, and/or requests to physically move IT hardware to a new location.
• Ensure all requests are properly approved by an approving authority prior to provision of IT services for the requestor.
• Create tickets in the IT ticketing system for each service requested. Complete initial troubleshooting for request. Assign tickets to the appropriate support group based on the nature of the request if unable to be resolved at tier 1 level.

Access Management:

• Provision and de-provision employee network and email accounts, administrative privileges, and security permissions, using Active Directory Users & Computers (AD), Active Directory Service Interface (ADSI), the Exchange Admin Center (EAC), proprietary PowerShell scripts, and information received via Human Resources (HR) & the Human Resources Management System (HRMS). The result of this activity is efficacious administration of incoming, transferring, and departing employees' access credentials, security permissions, and administrative privileges for the agency's ~2,600 computer users.
• Provision and de-provision physical access card keys for DFW and other staff. Service Desk staff use and adapt DFW business workflows, required forms, and necessary approval mechanisms to provide physical access to the building's common and restricted areas.

Data Retention.

• Perform data retention activities on departing customer's computer and network drives in accordance with the agency's public disclosure request guidelines and policies. This is accomplished via partially automated workflows in the Jira ticketing system, as well as remote sessions, onsite storage technology, and long-term offsite storage technology. The result of this activity is mitigation of the agency's public disclosure liabilities.

IT Hardware & Software Purchasing:

• Perform initial data capture and processing for technology purchase requests made by customers.
• Validate approval to purchase. Coordinate purchasing activity with agency purchasing and fiscal staff, and with local and regional technicians responsible for installation of purchased hardware and software.
• Keep accurate records of the status of each purchase activity from request to purchase, delivery, and installation.

Working Conditions: Work setting: Duties are performed in an office setting. This position requires extensive computer use. Schedule: Typically, 8:00 am to 5:00 pm Monday through Friday. However, a varied schedule may be required including working Saturday or Sunday and overtime during peak periods, system implementations, maintenance, moves and outages. Travel requirements: Some travel may be required throughout the State to attend training, meetings, and conferences., 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: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents Union - WAFWP: This position is in the bargaining unit represented by the Washington Association of Fish & Wildlife Professionals and is subject to the terms of the Collective Bargaining Agreement between the State of Washington, Department of Fish & Wildlife, and the Washington Association of Fish & Wildlife Professionals. Veteran and Military Spouse Preference Notice: Per RCW 73.16.010 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 Cheri.Potter@dfw.wa.gov.
• 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.

Do you have experience in Network troubleshooting?, Do you have a Associate's degree?, Option 1: A bachelor's degree or higher in Computer Science, Computer Engineering, Information Technology, or another related field.

And all of the following:

• Professional experience working in a helpdesk and/or workstation support role.
• Professional experience troubleshooting connectivity issues in a networked environment.
• Professional experience working with other teams and customers solving incidents and problems in a technical environment.
• Experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
• Ability to work in a team environment.

Option 2: An associate degree in Computer Science, Computer Engineering, Information Technology, or another related field.

And, two (2) or more years in all of the following (may be gained concurrently):

• Professional experience working in a helpdesk and/or workstation support role.
• Professional experience troubleshooting connectivity issues in a networked environment.
• Professional experience working with other teams and customers solving incidents and problems in a technical environment.
• Experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
• Ability to work in a team environment.

Option 3: 4 years or more of professional experience working in a helpdesk or workstation support role.

And, three (3) or more years in all the following (may be gained concurrently):

• Professional experience troubleshooting connectivity issues in a networked environment.
• Professional experience working with other teams and customers solving incidents and problems in a technical environment.
• Experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
• Ability to work in a team environment.

Special Requirement/Condition of Employment: Must successfully pass a criminal background check and certify with a criminal justice security program (CJIS), which includes fingerprinting., * Two (2) or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role.

• General knowledge of computer programming fundamentals.
• General knowledge of database design fundamentals.
• Good customer service skills and friendly disposition.
• Ability to exercise initiative to resolve and follow-up on problems.
• Good technical writing skills.
• Ability to handle multiple tasks at once, prioritize and demonstrate excellent follow-through.
• Ability to analyze and diagnose problems quickly to come up with a workable solution.
• Ability to maintain professional working relationships with fellow employees and end users.
• Ability to express oneself clearly and concisely, both orally and in writing.
• Experience working with VPN.
• Experience prioritizing incoming requests.
• Writing knowledgebase articles.