IT Customer Support - Journey (Tacoma)

Salary:

$5,719.00 - $7,695.00 Monthly

Location :

Pierce County - Tacoma, WA

Job Type:

Agency Internal - Permanent

Job Number:

2024-06499

Department:

Dept of Children, Youth, and Families

Opening Date:

06/12/2024

Closing Date:

6/26/2024 11:59 PM Pacific

Description

Job Title:

IT Customer Service - Journey (Tacoma)
Location : Pierce County - Tacoma, Washington
Closes:

June 17th, 2024
Salary:

$5,719.00 - $7,695.00 Monthly

The Opportunity:
As an IT Customer Service - Journey this position supports the mission by implementing, maintaining, and supporting all technology needs for all of DCYF needs, as well as external customers; contracted staff, tribes, providers, and community partners including both local and remote sites within their area of responsibility.

Some of what you will get to do:

Provides desktop support including off-site support for troubleshooting hardware and/or software setup, conflicts, and difficulties for other DCYF offices statewide.
Implement, configure, and install systems/software and provide user support for WebEx Boards, Video conferencing software Windows 10, Microsoft Office (all versions), and printers.
Responsible for the movement and inventory control.
Ensures all software, hardware, and projects conform to established IT Division, DCYF IT, and OCIO standards.
Plans, schedules, and performs hardware and software installs, repairs, and upgrades.
Ensures the proper reporting and resolution of all lost equipment and potential security issues.
Analyze, diagnose, and provide resolutions for Tablets, Laptops, and Desktops.
Consult and Coordinate with DCYF identified business lead and identified contractor regarding client computer hardware and software.
Required Qualifications:
Four years of information technology experience.

OR
An Associate degree or completion of an accredited vocational training program in information technology

AND

six years of consultative, administrative, or supervisory experience in information technology.

OR
A Bachelor's degree including 9 semester or 15 quarter hours of computer science courses

AND

four years of consultative, administrative, or supervisory experience in information technology.

OR
1-year experience working as an IT Customer Support - Entry equivalent or above.

Desirable/Preferred Qualifications:

Experience in Microsoft Windows operating systems, Microsoft Office productivity software, and troubleshooting desktop issues.
Knowledge of DCYF public disclosure, adoption, and discovery policy and processes.
Experience working in an agile environment.
Experience and demonstrated success administering, supporting, and working with operating systems, software, and networks.
How do I apply?
Complete your applicant profile on careers.wa.gov and attach the following documents:

Current resume detailing experience and education.
Letter of Interest.
Supplemental Information:

The Department of Children, Youth, and Families (DCYF) is committed to Washington's children and youth growing up safe, healthy, and thriving. We invite all candidates to join us in our mission to create a diverse and equitable workplace that reflects the communities we serve. If you are excited about this role but you believe that your education and/or experience might not align perfectly with every qualification in the job posting, we encourage you to apply anyway.

The Department of Children, Youth, and Families (DCYF) is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability.

This recruitment may be used to fill multiple vacancies.

This position is included in the supervisory bargaining unit represented by the Washington Federation of State Employees (WFSE). For more information: .

For more information about this position or if you need an accommodation throughout the application/interview process, please contact Cole Alford at [email protected]. If you're experiencing technical difficulties creating, accessing, or completing your application, call NEOGOV toll-free at (855)524-5627 or email .

More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

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.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note:

Most agencies follow the civil service rules covering leave and holidays for

exempt

employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing

Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 12-31-2022

01

Please select which way you qualify for this position.

Four years of information technology experience.
1- year experience working as an IT Customer Support - Entry equivalent or above.
An Associate degree or completion of an accredited vocational training program in information technology AND six years of consultative, administrative, or supervisory experience in information technology.
A Bachelor's degree including 9 semester or 15 quarter hours of computer science courses AND four years of consultative, administrative, or supervisory experience in information technology.
None of these options.

02

Which of the following best describes your continuous experience in Microsoft Windows operating systems, Microsoft Office productivity software, and troubleshooting desktop issues?

I have none of this experience.
I have one (1) year or less of this experience.
I have one (1) to two (2) years of this experience.
I have two (2) to three (3) years of this experience.
I have three (3) to four (4) years of this experience.
I have five (5) years or more of this experience.

03

How many years of experience do you have working in information technology consulting, analyzing, designing, programming, installing, and maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, directing projects, providing customer or technical support, or administering staff in IT?

I have none of this experience.
I have one (1) year or less of this experience.
I have one (1) to two (2) years of this experience.
I have two (2) to three (3) years of this experience.
I have three (3) to four (4) years of this experience.
I have five (5) years or more of this experience.

04

How did you hear about this career opportunity (select all that apply)?

Washington State's career website: www.careers.wa.gov
Washington State Work Source office or website (Go2WorkSource.com)
Washington State employee
DCYF Recruiter
College/university career fair or website
Diversity network meeting/event
Indeed
LinkedIn
ZipRecruiter
Handshake
Other

05

If you selected 'College/university career fair or website', 'Diversity network meeting/event', 'Online job boards', or 'Other' above, please specify which college, university, diversity network meeting/event, online job boards and/or describe 'Other' below.

Required Question