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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # DSHS FTAA IT Customer Support - Journey - **Company:** Inc Washington - **Location:** Mount Vernon, WA, United States - **Experience:** Experienced - **Salary:** $74,268.0 - $99,924.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Data Analysis, Cyber Security, Computer Networks, System Configuration, File System Permissions, Issue Tracking Systems, Systems Analysis, Local Area Networks, NT File System (NTFS), Peripherals, Computer Equipment, Information Technology - **Published:** October 1, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=25379543a4ae8d58 ## About the Role * Explaining complex or technical information using plain talk principles. Actively listens to others, paraphrases and asks clarifying questions and is able to clearly and concisely emphasize key messages. * Effectively organizing multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on-time in a statewide team environment. * Establishing priorities and work independently while working efficiently supporting a complex information technology network with multiple facilities located across the state. * Computer networks and remote troubleshooting techniques. * Troubleshooting, repairing, configuring and administering systems in a domain environment. * Analyzing computer hardware and software problems. * Diagnosing and solving complex IT problems with multiple possible causes with customers remotely as well as in person. * Interpreting business requirements and translating them into technical requirements for automated solutions. * Integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity. * Independently resolve problems through system analysis and troubleshooting procedures, while knowing when to reach out to teammates to gather additional information and to promote good team synergy. Who should apply? We are looking for professionals who meet one of the following education and experience pathways: High School Diploma, GED or equivalent, and: Four years of Information Technology (IT) experience in an enterprise network Microsoft (MS) Operating System (O/S) environment, knowledge of Active Directory, NTFS share and file permissions, print sharing, switch management, desktop support (Windows 10 OS and above), asset management and auditing: OR Associate's degree in Management Information Systems, Computer Information Technology or related field AND two years of experience installing, configuring and maintaining computer workstation hardware, software and peripherals or related experience; OR Bachelor of Arts/Bachelor of Science Degree in Management Information Systems, Computer Information Technology or related field., Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle. ## Description Working within the Division of Information Technology, you'll provide customer support for field services for the Finance, Technology, and Analytics Administration. Work is performed physically at the Mount Vernon office. You'll provide technical services, customer support, training, tier one applications support, mobile device management and support, Local Area Network (LAN) management/security, and cloud and print services support. Your customer and technical skills assist administrations while you provide remote and backup support to all regions. Some of what you'll do: * Desktop and remote support for Home and Community Living Administration (HCLA), Facilities, Finance & Analytics Administration (FTAA), Division of Information Technology (DIT), and other administrations within DSHS as needed. * Serves as a deskside in-person on-demand technical specialist and resource for all staff in the administrations listed above, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. * Performs the rigorous application of information security (State, DSHS and Federal) information assurance policies, principles, and practices in the delivery of DIT customer support services. * Tier 1 and some Tier 2 Desktop and Customer Support and Services for the customers of HCLA, FTAA and their business partners (AAA). * Analyze, diagnose and resolve customer reported information technology incidents reported in division approved ticketing system. Troubleshoot system hardware and software. * Consultation/Project Management for customers of HCLA, FTAA and DIT. * Consult with customers to evaluate functional requirements. * Provide IT operational perspective, requirements, and recommendations., We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs. Read about our benefits: The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time. Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits. Insurance Benefits Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state. Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts. To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs. Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses. Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction. The Washington State Employee Assistance Program promotes the health and well-being of employees. Retirement and Deferred Compensation State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site. Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options. Social Security All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system. Public Service Loan Forgiveness If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program. Holidays Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year. Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information. Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.