DSHS FTAA DIT Customer Support Journey

DSHS FTAA DIT Customer Support Journey (Administration Operations)

This position is within the Division of Information Technology (DIT) and provides Customer Support for field services for Finance Technology and Analytics Administration (FTAA). This position fulfills the needs of FTAA and the Home and Community Living Administration (HCLA). This position may also provide services for other administrations within the Department of Social and Health Services (DSHS) as needed.

This position provides technical services customer support training tier one applications support mobile device management and support Local Area Network (LAN) management and security as well as cloud and print services support. It provides customer support and professional technical support to administrations throughout the regional areas of coverage and remote and backup support to all regions. This position provides support to Case Managers Social Workers Nurses Psychologists Attorneys Administrative and Customer Support Staff and Management thus allowing them to provide services that transform lives throughout Washington State.

• Desktop and remote support for Home and Community Living Administration (HCLA) Facilities Finance & Analytics Administration (FFA) Division of Information Technology (DIT) and other administrations within DSHS as needed.
• Serves as a deskside in-person on-demand technical specialist and resource for all staff in the administrations listed above including installation configuration troubleshooting customer assistance and/or training in response to customer requirements.
• Performs the rigorous application of information security (State DSHS and Federal) information assurance policies principles and practices in the delivery of DIT customer support services.
• Tier 1 and some Tier 2 Desktop and Customer Support and Services for the customers of HCLA FTAA and their business partners (AAA).
• Analyze diagnose and resolve customer reported information technology incidents reported in division approved ticketing system. Troubleshoot system hardware and software.
• Consultation/Project Management for customers of HCLA FTAA and DIT.
• Consult with customers to evaluate functional requirements.
• Provide IT operational perspective requirements and recommendations.

• Explaining complex or technical information using plain talk principles. Actively listens to others paraphrases and asks clarifying questions and is able to clearly and concisely emphasize key messages.
• Effectively organizing multiple assignments sometimes of a complex nature or involving competing priorities to produce work products that are accurate thorough and on-time in a statewide team environment.
• Establishing priorities and work independently while working efficiently supporting a complex information technology network with multiple facilities located across the state.
• Computer networks and remote troubleshooting techniques.
• Troubleshooting repairing configuring and administering systems in a domain environment.
• Analyzing computer hardware and software problems.
• Diagnosing and solving complex IT problems with multiple possible causes with customers remotely as well as in person.
• Interpreting business requirements and translating them into technical requirements for automated solutions.
• Integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity.
• Independently resolve problems through system analysis and troubleshooting procedures while knowing when to reach out to teammates to gather additional information and to promote good team synergy.

High School Diploma GED or equivalent and:

Four years of Information Technology (IT) experience in an enterprise network Microsoft (MS) Operating System (O/S) environment knowledge of Active Directory NTFS share and file permissions print sharing switch management desktop support (Windows 10 OS and above) asset management and auditing:

OR

Associates degree in Management Information Systems Computer Information Technology or related field AND two years of experience installing configuring and maintaining computer workstation hardware software and peripherals or related experience;

Bachelor of Arts/Bachelor of Science Degree in Management Information Systems Computer Information Technology or related field.

• An updated resume
  
• Three professional references with contact information
  
  

Prior to a new hire a background check including criminal record history may be conducted. 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 job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid drivers license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment its programs or services on the basis of age sex sexual orientation gender gender identity/expression marital status race creed color national origin religion or beliefs political affiliation military status honorably discharged veteran Vietnam Era recently separated or other protected veteran status the presence of any sensory mental physical disability or the use of a trained dog guide or service animal by a person with a disability equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at . Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-.



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