IT Customer Support Journey

Are you ready to direct your Tech and Customer Service talent toward supporting DOL in achieving its mission If so apply today!

As an IT Customer Support Supervisor youll play a vital role in guiding your teams workload offering technical direction and ensuring every issue is handled with expertise. You will help elevate internal customer satisfaction by reinforcing key Information Services policies and procedures and sharing your knowledge with colleagues across the organization. The work you do will directly support the Olympia-area DOL offices and staff as they serve the public. Each day will bring a variety of technical challengesfrom installing and configuring computer hardware and applications to troubleshooting and supporting existing critical computer hardware commercial and custom software. Your technical skills and quick response will help keep our statewide operations running smoothly. With your leadership and ability to mentor from afar youll cultivate a supportive high-performing team environment.

Some of the things you will do:

• Direct and supervise a team of Core Tech Support staff who support the implementation and integration of computer hardware and software during project level actions application changes or upgrades and daily IT workstation issues.
• Serve as the primary escalation point for critical team activities and technical issues.
• Perform complex assignments by relying on team delegation and using appropriate tools and technologies.
• Facilitate a high level of customer service and the platinum rule for Service Desk staff.
• Work in consultation and collaboration with other IS support units as well as outside vendors.
• Research and recommend appropriate technology and tools to accomplish development efforts.

What you will bring to the role:

• Eight (8) years of experience in consultative customer service or administrative information technology analysis system maintenance troubleshooting or problem resolution experience.
• The ability to:
  • Understand and follow agency values of respect trust diversity equity and inclusion through behaviors and decisions.
  • Promote and support a respectful equitable and inclusive workplace for all employees.
  • Promote and support respectful equitable and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

Experience can be obtained concurrently.

Up to four (4) years of relevant education (Computer Science or related field) may substitute year for year for experience.

What may set you apart:

• Supervisory or Lead experience to include interviewing evaluating staff discipline staff training leading or mentoring.
• Experience with project management.
• Experience coordinating multiple technology support groups and outside vendors to achieve timely and efficient problem resolution to complex issues.
• Experience liaising with the DOL business units to provide coordinated support for new information technologies.

Additional Requirements of Employment:

• This position will operate onsite at three (3) Olympia WA office locations and at times require traveling among these locations during your shift.
• Prior to a new hire a pre-employment screening including criminal record history will be conducted. Information from the pre-employment check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.

• Select thebutton at the top of this job announcement.
• Attach:
  • A cover letter explaining your experience as it relates to this position and why you are interested in this opportunity.
  • A resume.