DOL2Go IT Customer Support - Journey

As a DOL2Go IT Customer Support team member, you will bring our services directly to people who may otherwise face challenges accessing them. Your work at mobile licensing events will make a meaningful difference for residents across the state, helping them obtain essential licensing services where they live and work. While performing installation, configuration, troubleshooting, and supporting commercial and in-house software applications and other essential technology, you’ll have the unique opportunity to see the positive impact of your efforts in communities throughout Washington. Your technical abilities and responsiveness will help keep our operations running smoothly across the state while out at events or back in office supporting the larger team.

Some of the things you will do:

• Lead onsite technology support for DOL2Go events.
• Provide Tier 2 technical support for DOL staff through phone, email, remote, onsite, and statewide field support.
• Travel independently throughout Washington, including overnight stays, to resolve technology issues at events without on site oversight or support.
• Install, configure, maintain, and replace computers, networks, printers, mobile devices, and other technology.
• Coordinate with vendors and agency partners to complete equipment repairs, infrastructure projects, and technology implementations.
• Create and maintain technical documentation, support standards, and training resources to improve service delivery.

Are you a self-starter with strong customer service skills and a love of travel within Washington state? If so, apply today!, * Three (3) years of experience in consulting, analyzing, designing process, business analysis, or process improvement in information technology with a focus in IT Help Desk experience.

Experience must include:

• One (1) year experiencing working with, configuring, or implementing any of the following:
• SCCM Imaging processes
• ITIL Processes including ticket systems
• Remote Desktop or Remote Assistance tools
• Command line utilities such as PSTOOLS, Batch files, or Windows native utilities
• Knowledge of MS Office Application Suite including Word, Excel, Outlook, PowerPoint, and Access.
• The ability to communicate effectively to all internal staff and customers to aid in the resolution of technical issues.
• The ability to:
• Understand and follow agency values of respect, trust, diversity, equity and inclusion through behaviors and decisions.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Promote and support respectful, equitable, and inclusive delivery of services to customers.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Experience can be obtained concurrently.

Up to two (2) years of relevant education (Computer Science or closely related field) may substitute year for year for experience.

What may set you apart:

• Bachelor’s degree in computer science or related field.
• A+ or equivalent certification.
• Forklift certification.
• Proficient knowledge of computer operating systems.
• The ability to resolve data cabling issues.

Additional Requirements of Employment:

• This position will travel extensively throughout Washington state, including overnight stays. Non-travel days will be worked in-office at our Tumwater, WA warehouse location. You must be able to travel regularly and meet in-office expectations.
• This position is required to lift 40 pounds independently.
• Prior to a new hire, a pre-employment screening, including criminal record history, will be conducted. Information from the pre-employment check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization. A paycheck is just part of a total compensation package. We offer some of the nation’s best benefits. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington. Veteran/Military Spouse Preference Notice To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this position.

At the Department of Licensing (DOL) we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government., The Department of Licensing is one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive and we are committed to ensuring every resident has equitable and meaningful access to our services., Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!