IT Customer Support - Entry

The Office of Financial Management OFM) serves as the backbone of the Washington state government. Our mission is to make our state a better place by connecting people, budgets, policies, data, and systems for state agencies and the Legislature. Our team includes budget advisors, researchers, and other experts, all dedicated public servants working towards an equitable future for every Washingtonian. If you want to play a key role in enhancing how state government serves its citizens, you’ve found the right place. Join us in making a meaningful difference for every Washingtonian!

The job opportunity Are you ready to make a difference in the world of IT support? We’re looking for a tech-savvy problem solver with a passion for customer service to join our team! This position offers the perfect mix of technical challenges and opportunities to grow your skills while contributing to critical systems and applications.

In this role, you will provide Tier 1 support for all applications and services and also provide Tier 2 system administration support for several systems, including Human Resources and Payroll IT applications. You will track and categorize requests, maintain a knowledge base for application support, and develop technical documentation.

What you’ll work on

• Provide Tier 2 system administration for multiple applications, including the MyPortal and HRMS applications used by agencies statewide
• Assist in correcting issues reported by agency users
• Assist with account management in HR and other systems
• Identify and resolve technical and data issues that will or may affect the customer
• Use remote assistance tools to troubleshoot and resolve browser, UI/application, and other desktop issues for users
• Create and maintain technical documentation in support of the endpoint environment
• Provide technical expertise and advice in troubleshooting and solving issues with connectivity, hardware, and supported software/applications
• Provide Tier 1 technical support for all OFM services
• Under the ITIL framework of best practices, serve as the first point of contact for customers reporting incidents, problems, and service requests for all OFM-supported applications and services
• Triage reported incidents to determine impact, urgency, and appropriate course of action
• Utilize the GovDelivery communications tool to create and send customized notifications regarding system outages, planned maintenance, and other service updates for all supported services and applications
• Maintain knowledge base and develop user guides for enterprise applications
• Develop user guides and other technical support documentation for the enterprise applications
• Maintain the knowledge base of self-service information for OFM customers and staff for supported services
• Document and publish frequently asked questions as needed
• Test enterprise application modifications
• Perform testing tasks to ensure changes made to enterprise applications are ready for production
• Document and report test findings to the development team
• For identified issues, verify that workarounds for customers are viable until a permanent fix is in place

Do you have experience in Software testing?, * Demonstrated ability to diagnose, analyze, and resolve technical issues across enterprise applications, systems, and end-user environments.

• Demonstrated ability to provide responsive, clear, and effective technical assistance to users with varying levels of technical knowledge.
• Demonstrated ability to manage multiple tasks, incidents, and service requests while maintaining service levels.
• Experience evaluating technical problems, analyzing data or system behavior, and determining appropriate corrective actions.
• Experience in administering user accounts, permissions, and system access controls securely and accurately.
• Experience in creating, maintaining, and improving documentation and knowledge resources to support users and IT staff.
• Ability to manage incidents, service requests, and problem resolution processes using structured IT service management practices.
• Ability to validate system changes and ensure enterprise applications function correctly before production release.
• The ability to take action to learn and grow.
• The ability to meet the needs of others., * Four (4) years of information technology experience supporting, analyzing, installing, and/or maintaining computer software applications, hardware, or network infrastructure equipment, to include Help Desk or Call Center Support, providing customer or technical support in information technology.
• Proficient in MS Office Suite (Outlook, Word, Excel), including M365 web versions.
• Knowledge of enterprise applications and business processes supported by OFM.
• Proven ability to stay calm and de-escalate tension.
• Awareness of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts.
• Experience with Active Directory and/or Exchange management console or other similar account management tools.

We are committed to finding the candidate whose skills and experience align best with this role. We recognize that strong candidates may come from a variety of professional backgrounds and experiences. If your qualifications align with the role and you excel in collaborative environments, can manage competing priorities, and are committed to equitable and inclusive practices, we encourage you to apply.

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Paid holidays, At OFM, we foster a culture of integrity, innovation, inclusion, and belonging. We value both learned and lived experiences, believing that diversity makes us stronger. To support your health and well-being, we offer a variety of benefit programs for our employees.

Please visit our Recruitment site for a full list of employee benefits. Here’s a quick glance at some of the unique benefits that OFM offers:

• A culture that values and strives to advance diversity, equity, inclusion, and belonging
• Medical, Dental, Vision, and Life Insurance
• 12 paid holidays, 14 paid vacation days (minimum), and 12 days of sick leave per year
• State retirement programs