IT Customer Support Technician – Café Tech DOH8720

IT Customer Support Technician Café Tech

Office of Innovation and Technology PERMANENT APPOINTMENT Onsite/In-Person Tumwater WA

THE OPPORTUNITY

Our mission is to protect and improve the health of all people in Washington. The Executive Office of Innovation and Technology (OIT) powers that mission building and maintaining the systems that support our staff clinics and public health partners across the state.

As an IT Customer Support Technician (Café Tech) youll be on the front line of that work. Based in our walk-in IT Service Desk youll help DOH employees and partners troubleshoot issues stay connected and keep essential systems running smoothly. From setting up devices to resolving technical problems and maintaining access to critical applications your work ensures public health professionals can focus on serving their communities.

Key Responsibilities:

• Deliver first-class customer service by providing Tier 1 and Tier 2 technical support for DOH employees and partners statewide.
• Resolve IT incidents and fulfill service requests quickly and accurately using knowledge base resources and your own troubleshooting skills.
• Serve as an escalation point for complex issues and assist junior technicians with training and guidance.
• Maintain and configure hardware and software including imaging machines deploying devices and supporting mobile and BYOD users.
• Manage user accounts and permissions across multiple systems ensuring security and proper access.
• Support essential public health programs including WIC clinics local health jurisdictions and hospitals by keeping systems and applications operational.
• Collaborate with cross-functional teams to improve service desk processes document best practices and enhance customer experience.
• Stay current and keep learning by participating in ongoing professional development and continuous service improvement projects.

Why Youll Love This Role

• Impact that matters: Your technical support keeps mission-critical systems running for over 3000 DOH staff and partners statewide.
• Team-driven environment: Join a collaborative group of IT professionals dedicated to learning problem-solving and delivering excellent customer service.
• Room to grow: Gain exposure to a broad range of IT systems and support technologies while developing your skills within a statewide public health agency.
• Purpose-driven work: Be part of a team that supports real people doing life-saving work across Washington every day.

What Youll Bring

Youre a problem-solver who thrives on helping people and making technology work smoothly. You bring a strong customer-service mindset patience and curiositywhether youre fixing a laptop troubleshooting a network issue or walking someone through a new system. Youre organized reliable and know how to manage multiple priorities without losing focus on quality. You take pride in clear communication accurate documentation and following through until the job is done. You value teamwork and collaboration but youre also comfortable taking initiative and figuring things out independently. Above all you care about supporting a mission that improves health and equity for every community in Washington.

REQUIRED QUALIFICATIONS

We value all relevant experience (paid or unpaid) and encourage applicants from all backgrounds. This position is classified as IT CUSTOMER SUPPORT ENTRY under the State of Washington IT Professional Structure. You must meet at least ONE of the options provided and any additional criteria listed. Experience may have been gained through paid or unpaid activities. While Preferred Experience is not required these skills or experiences can help you stand out as a candidate.

Option 1: Three (3) or more years of experience providing IT help desk or technical support to end users OR other information technology experience such as consulting analyzing designing programming installing and/or maintaining computer software applications hardware or network infrastructure equipment providing customer or technical support in information technology.

Option 2: Completion of an IT support training program or certification (e.g. CompTIA A HDI Microsoft Fundamentals) AND a minimum of two (2) year of experience providing IT help desk or technical support to end users OR other information technology experience such as consulting analyzing designing programming installing and/or maintaining computer software applications hardware or network infrastructure equipment providing customer or technical support in information technology.

Option 3: Associates Degree in an Information Technology Program AND a minimum of one (1) year of experience providing IT help desk or technical support to end users OR other information technology experience such as consulting analyzing designing programming installing and/or maintaining computer software applications hardware or network infrastructure equipment providing customer or technical support in information technology.

And the following Knowledge Skills Abilities and Experience:

• Knowledge of computer hardware software and basic networking concepts.
• Skill in troubleshooting and resolving common technical issues.
• Ability to communicate clearly with non-technical users and deliver quality customer service.
• Ability to manage multiple tickets and follow established IT service desk procedures.
• Proficient in using ticketing systems (e.g. ServiceNow ServiceCentral) and Microsoft 365 tools.
• Experience developing maintaining or improving IT knowledge base content within a ServiceNow Confluence or similar platform.

Preferred/Desired Knowledge Skills Abilities and Experience:

• Experience supporting or administering Active Directory accounts or Microsoft 365.
• Experience providing walk-in or in-person technical support in a high-volume environment.
• Familiarity with mobile device support (agency or BYOD).
• Experience working in a large enterprise IT environment serving 500 end users.
• Experience providing IT support in a state government agency or program.
• Experience creating knowledge documentation for a range of IT skill levels.
• ITIL V3 or 4 Foundations Certification
• Previous experience working in a quick-turn around and rapidly changing environment.
• IT Certifications (Microsoft Cisco CompTIA etc.)
• A bachelors degree in information technology computer science or another related program.

ABOUT US:

OIT: Shaping a Healthier Future Through Innovation -The Office of Innovation and Technology works to harness technology and data to advance public health supporting over 220 systems and 305 applications including critical programs like the Immunization Registry. We drive interoperability strengthen cybersecurity and promote health equity delivering impactful solutions that empower communities. Our team fosters a culture of curiosity critical thinking and collaboration where every members contribution shapes a healthier future.

We are the Washington State Department of Health (DOH)

Were nearly 2000 professionals across Washington working together to protect and improve community health. Guided by our values of Equity Innovation and Engagement we address health disparities respond to emerging challenges and strengthen systems that support resilience. At DOH we help reduce barriers collaborate with diverse communities and champion equitable health outcomes. Were passionate people who are driven to make a difference in public health. To learn more about the DOH please visit ourwebsite and connect with us onLinkedInFacebook and ourblog.

Benefits and Lifestyle

We prioritize your work-life balance with one of the most competitive benefits packages in the nation designed to support your lifestyle. At DOH youll find flexibility growth and stability. Learn more about why were a great place to work by visiting .

Conditions of Employment:

The following terms and conditions of employment must be met with or without reasonable accommodation:

Work Setting including hazards:

• Regular daily in-person attendance to perform duties on-site at the DOH facility located in Tumwater WA. When not working on-site this position may work from home a DOH office or an alternate location.
• Repetitive work for 2 to 3 hours including using a computer inputting data and navigating databases creating and modifying electronic documents and using email and the internet.
• Maneuvering and lifting packages and/or materials up to 40 pounds.
• Working in stressful emergency response conditions.
• Exposure to hazards is limited to those commonly found in office environments.
• Working in an open cubicle office setting.

Schedule (i.e. hours and days)

• This position has a work schedule of 40 hours per week. Although DOH business hours are Monday to Friday 8:00 a.m. to 5:00 p.m. this position requires an onsite presence Monday to Friday from 7am - 5pm. T
• he position would not normally require working in excess of 40 hours per week but if it became necessary for business needs your supervisor would notify you in advance.
• This position would not normally work on an alternate schedule but requests may be considered and are subject to supervisory approval.

Travel Requirements:

• Travel is not required to perform the duties of this position; however occasional travel may be expected to assist other DOH facilities attend meetings trainings or conferences.
• When driving for state business the employee must be able to legally operate a state or privately-owned vehicle; OR provide alternate transportation while on state business.

Tools and Equipment:

• This position uses standard office furniture and equipment such as a desk office chair cell phone computer monitor(s) keyboard and mouse; and when in the office the position may also require the use of a printer phone fax machine and/or copy machine.

Customer Relations:

• The position regularly requires engaging with customers in a variety of settings including agency staff agency managers agency supervisors legislators governors office staff local health jurisdictions federal government State Board of Health external partners statewide professional associations.
• The position requires daily interaction on the telephone and in writing with customers some of whom may be upset frustrated or irate.

Other:

• The DOH campus is a smoke-free drug-free alcohol-free scent-neutral environment.
• This position may be required to conduct and/or participate in public health emergency preparedness and response activities.

APPLICATION INFORMATION:

Were committed to a fair and equitable hiring process. Only materials submitted through the official application will be considered. Emailed resumes or documents wont be accepted or shared with the hiring manager.

Click Apply to complete your application. Attach your resume cover letter and DD-214 (if applicable). List at least three professional references directly in your Applicant Profile including a supervisor a peer and someone youve supervised or led (if applicable).

DO NOT INCLUDEprivate details like your SSN or birth year personal photos transcripts certifications diplomas projects portfolios or letters of recommendation with your application.

Equity Diversity and Inclusion

We regard diversity as the foundation of our strength recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve.

DOH is an equal-opportunity employer. We prohibit discrimination based on race/ethnicity/color creed sex pregnancy age religion national origin marital status the presence or perception of a disability veterans status military status genetic information sexual orientation gender expression or gender identity.

Veterans Preference

Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy) NGB 22 or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or cover any personally identifiable data such as social security numbers and birth year.

Questions and Accommodations

If you have questions need assistance with the application process require an accommodation or would like to request this posting in an alternative format please contact Shawnelle Goalder at and reference the assigned DOHXXXX recruitment number.

Technical Support

Reach out to NEOGOV directly at 1- for technical support and login issues.

This recruitment may be used to fill positions of the same job classification across the agency. Once all the position(s) from the recruitment are filled the candidate pool may be used to fill additional open positions for the next sixty (60) days.

Only applicants who follow the directions and complete the Application Process in-full will have their responses reviewed for consideration.

Experience and education selected listed or detailed in the Supplemental Questions must be verifiable on the submitted applicant profile.