IT Customer Support - Journey

The duty station for this position is in King County therefore the incumbent will receive 5% premium pay in addition to the salary listed above.

The Opportunity:

Are you a tech-savvy professional with a passion for helping others Do you thrive on solving problems and making technology work for people If so the Washington State Criminal Justice Training Commission (WSCJTC) invites you to bring your customer-service mindset to our Information Technology (IT) team.

Were looking for an enthusiastic and resourceful IT professional to support internal staff with all of their hardware and software needs keeping our mission-critical operations up and running. In addition the incumbent will represent the agency as needed when working with external partners.

If you meet the requirements listed below and are ready to join a small but mighty team where your contributions are essential wed love to hear from you. Come put your IT skills to work in support of public safety training across Washington State!

WSCJTC offers outstanding benefits choice of state retirement programs including a defined benefit pension plan advancement opportunities and flexible/compressed work schedules.

At the WSCJTC we value the importance of creating an environment in which all employees feel respected included and empowered to bring unique ideas to the agency. Our diversity and inclusion efforts include embracing different cultures backgrounds and perspectives while fostering growth and advancement in the workplace.

Duties assigned to this position include (but are not limited to):

• Primary technician to support agency needs and requests received via user created ticket system.
• Support IT department needs in day-to-day functionality.
• Act as the team lead on designated projects.
• Perform analysis information gathering and assignment of tickets within IT ticketing system.
• Track and provide reports on key information and metrics to support IT as assigned.
• Process purchase requests.
• Handle incoming bills and outgoing payments as assigned.
• Coordinate and assist in the introduction of new technology.
• Act as a conduit to improving the WSCJTC customer IT experience.
• Provide tier-one technological support for classrooms and commission room activities.
• Manage SaaS licenses.
• Improve the user experienceof navigating electronic resources such as websites and electronic documentation.
• Assist in policy and standards development.
• Assist in software management.
• Perform system audits including user accounts device utilization and access permissions

Required Qualifications/Experience:

• Associates degree in computer science information technology or a related field.
• Three (3) years of Information Technology experience. - OR - A degree specific in Information Technology can be substituted year for year for up to two years of experience.
• High degree of professionalism and customer service experience.
• Frequent and good communication delivered with the recipient in mind.
• Knowledge of IT equipment tools etc.
• Knowledge of IT software and how it can/will be used to assist users.
• Able to identify address and resolve concerns for end users.
• Able to listen to end user requests recognize trends and inform Unit Manager to prioritize projects and processes to remain current and eliminate tech debt.
• Able to empower and inspire others to deliver successful change initiatives.

Preferred/Desired Qualifications:

• A Bachelors degree or above in Management or Business with an emphasis on project management.
• Five (5) years experience in the state system with an understanding of all state components and requirements for IT functions.
• Operational knowledge of help desk and call center systems.
• Working level knowledge of the Office of the Chief Information Officer (OCIO) policies and investment planning and gated funding process.
• Knowledge of network devices and protocols.
• Knowledge of hardware and software tools.
• Ability to assist with troubleshooting general IT related issues and support IT day-to-day functionality.

Supplemental Information:

How to Apply:
Applications for this recruitment will be acceptedelectronically through NeoGov. Simply click the green Apply button in the upper right-hand corner to get started.

Please attach the following to your online application:

• A chronological Resume outlining your experience to date.
• A minimum of three (3) professional references who can attest to your work performance technical skills knowledge base and job-related competencies.

We are looking for evidence in your application materials that you have the experience skills and abilities indicated in this job posting. Qualified applicants whose responses most closely match the requirements of this position may be invited to an interview. Carefully review your application before submitting. All information may be verified and documentation may be required.

The initial screening will be solely based on the contents and completeness of the application materials submitted.

Applications from this posting may be used for up to 60 days to fill additional vacancies.

Veterans Preference
Applicants who meet the required qualifications for the position and wish to claim Veterans Preference MUSTattach a copy of their DD214 or other verification of military service. Pleaseblackout any personally identifiable data such as social security numbers. For additional information on Veterans Preference and guidance on how to determine if you are eligibleclickhere.

We thank you and are grateful for your service!

Contact Us:
If you have questions contact Human Resources at

WSCJTC is an equal opportunity employer. Women racial and ethnic minorities persons of disability persons over 40 years of age disabled and Vietnam era veterans and people of all sexual orientations and gender identities are encouraged to apply. Persons with disabilities needing assistance in the application process or those needing this job announcement in an alternative format may contact the listed recruiter. WSCJTC does not use the E-Verify system. For more information please visit