IT Customer Support Journey

IT Customer Support-Journey

Full Time Permanent

Location: Headquarters Tumwater WA

Salary Range: $6068 - $8164 Monthly

The Washington State Department of Corrections is seeking a highly qualified and customer focused individual to join the Information Technology team as a Service Desk Analyst (IT Customer Support Journey)! The goal of this position is to deliver tier 1 IT computer and software technical support and account administration for over 9000 DOC staff members and associated partners.

With a focus on service excellence the Service Desk Analyst is tasked with triaging documenting and resolving IT-related incidents and requests to minimize disruptions and support a productive learning environment. You will ensure proper escalation of complex technical issues by routing IT Service Management (ITSM) tickets to appropriate tier 2 or tier 3 teams such as Domain Services Voice Services and the Applications Support Group.

This position enables a responsive and effective support structure that reduces downtime minimizes classroom and service disruptions and builds trust through timely high-quality service. By meeting the diverse technical needs of educators and staff this role improves digital access boosts customer satisfaction and helps create equitable technology-driven work and learning environments.

The Service Desk Analyst supports the Departments mission and strategic goals by delivering high-quality customer service fostering technical accessibility and promoting equitable access to digital resources for education and rehabilitation.

A completed application packet will include:

We are looking for teammates who share our vision of public service committed to an equitable and inclusive culture that fosters and inspires excellence while promoting innovation engagement and safety leading to better outcomes for our incarcerated population our agency and our community.

As an IT Customer Support Journey some of your duties will include:

What we need (required qualifications):

AND

AND

OR

AND

In addition to the above education and experience the below knowledge skills and/or abilities are required:

**Experience may be gained concurrently with paid professional technical experience

What will make your application stand out (preferred qualifications):

Vision:Working together for safer communities.

Mission:Improving public safety by positively changing lives.

Our Commitment:To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.

DOC is an equal opportunity employer and does not discriminate on the basis of race creed color national origin sex marital status sexual orientation gender identity gender expression age honorably discharged veteran veteran status genetic information or the presence of any sensory mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.

IMPORTANT NOTES:

• This recruitment may be utilized to fill more than one position.
• Please include a minimum of three (3) professional references with your application. A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance technical skills and job competencies. If you do not have any or sufficient professional references please include non-related professionals such as educators or other professional associates.
  **Please note: Phone number AND email address are required for all professional references.
• A background check including criminal record history will be conducted prior to a new hire. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.
• Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
• We are committed to maintaining a drug and alcohol-free work environment and our employees are expected to comply with all state and federal laws. A pre-employment drug test may be administered as part of the selection process and applicants who test positive for any controlled substances will be disqualified from consideration.
• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Animal care projects are a common component of most Washington State prisons including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire. When positive tests result further information testing and treatment will also be required. Employment is not contingent upon test results.
• Foreign equivalent degrees awarded outside the United States must have a credential evaluation report attached to your application. You may request the required evaluation/documentation from and. Until this documentation is provided you will not beselected to move forward in the hiring process.
• DOC complies with the employment eligibility verification requirements for the federal employment eligibility verification form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form. does not use E-Verify; therefore we are not eligible to extend STEM-Optional Practice Training (OPT). For information please .

Telework Details

This position may be allocated for telework. Work may be performed from your home or another offsite location within the state of Washington using a reliable internet or cellular hotspot service at that time. Employees are expected to perform assigned duties in a safe manner to take proper care all state-issued equipment and maintain confidentiality of all information in possession while working offsite. Employees will be required to commute to a Department of Corrections facility or field office as business requires to potentially include components of the onboarding process. Some offices will have a drop in area available however a dedicated workspace within a DOC facility will not be provided.

What We Offer:

As an employee of the Department of Corrections your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical dental and vision these perks also may include:

• Remote/telework/flexible schedules (depending on position)
• Up to 25 paid vacations days a year
• 8 hours of paid sick leave per month
• 12 paid holidays a year
• Generous retirement plan
• Flex Spending Accounts
• Dependent Care Assistance
• Deferred Compensation and so much more!

PERS: 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 theDepartment of Retirement Systems web site.

For questions about this recruitment or to request reasonable accommodation in the application process please email or call us at . For TTY service please call the Washington Relay Service at 7-1-1 or 1-.