IT Support Technician (ITST2)

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. Our Information Services Division (ISD) is currently recruiting an IT Support Technician professional to provide technical support for our DOL DRIVES Production Support teams!

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident., As an IT Support Technician team member, you will provide technical assistance for the Department of Licensing DRIVES/PRFT users both internally and externally. Sharing your expertise with the larger team, you will ensure customer satisfaction and understanding of our Information Services policies and procedures. Your diligent work will enable our headquarters, driver licensing offices, vehicle licensing offices, and sub-agent offices to serve the public effectively. In this team, day-to-day will consist of administering and supporting DRIVES/PRFT user accounts, managing system access, troubleshooting access issues, and ensuring user permissions align with established security policies and procedures. Your technical expertise and responsiveness will help maintain secure, reliable access to critical systems that support Department of Licensing operations across the state.

Some of the things you will do:

• Support and complete approved security change requests, security tickets, and first-tier SQRs.
• Work with access coordinators and document progress within DOL ticketing system.
• Provide quality customer service to DOL staff and contractors via phone, email, and other communication routes.
• Follow DRIVES production support processes and escalate requests when necessary.
• Support lifecycle management of DRIVES Security and Help documentation following the support team standards.
• Train team, business users, and other internal DOL customers on submitting and processing requests., + 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.
• Take action to learn and grow.
• Take action to meet the needs of others., * This position will operate largely remotely, but will require visits to the Olympia, WA office once a month. At least a 24-hour notice would be provided should the need arise outside of this requirement.
• 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.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodation.

• Two (2) years of experience in information technology related activities such as testing, installing, maintaining, supporting, or averting hardware and software system failures on client applications, hardware and software products, mainframe systems, network infrastructure equipment, or telecommunications software or hardware.

• Two (2) years of experience in the following:
• Creating, maintaining, or using documentation and records management.
• Helping customers in a fast-paced work environment including six (6) months by phone, email, or remote communication methods.
• One (1) year of experience in the following:
• Supporting business or specialty applications with role-based security or access controls., Experience can be obtained concurrently. Relevant education (Computer Science or closely related field) may substitute year for year for experience.

What may set you apart:

• One (1) year of experience supporting or using the DRIVES application.
• One (1) year of experience providing technical training, user guidance, or developing training materials for business applications or technology solutions.
• Six (6) months of experience supporting enterprise identity and access management processes, including user provisioning, access reviews, authentication methods, or security access administration in an enterprise environment.
• Six (6) months of experience supporting enterprise identity and access management processes, including user provisioning, access reviews, authentication methods, or security access administration in an enterprise environment.
• Current technical certification related to information technology, desktop support, customer support, identity and access management, or a closely related field.
• Education beyond the minimum in a related field, such as IT, computer science, Information systems, or a closely related field.

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.

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!