IT Support Technician (ITST2)

As one of the most visible state agencies and the second-largest revenue generator in Washington State we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers enabling them to live work drive and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.

Are you ready to take your Tech and Customer Service talent statewide If so apply today!

As an IT Support Technician team member you will provide technical assistance for the Department of Licensing DRIVES/PRFT users both internally and externally. Sharing your expertise with the larger team you will ensure customer satisfaction and understanding of our Information Services policies and procedures. Your diligent work will enable our headquarters driver licensing offices vehicle licensing offices and sub-agent offices to serve the public this team day-to-day will consist of administering and supporting DRIVES/PRFT user accounts managing system access troubleshooting access issues and ensuring user permissions align with established security policies and procedures. Your technical expertise and responsiveness will help maintain secure reliable access to critical systems that support Department of Licensing operations across the state.

Some of the things you will do:

• Support and complete approved application access requests tickets created in FCR (FAST Central Repository) and first-tier SQRs (Solutions Requests)
• Provide quality customer service and technical support to DOL staff contractors and License Express business users via phone email and other communication channels including assistance with application access account management and password resets.
• Follow DRIVES production support processes and escalate requests when necessary.
• Support lifecycle management of DRIVES access requests and DRIVES Help documentation following the support team standards.
• Train team business users and other internal DOL customers on submitting and processing requests.

What you will bring to the role:

• Two (2) years of experience in information technology related activities such as testing installing maintaining supporting or averting hardware and software system failures on client applications hardware and software products mainframe systems network infrastructure equipment or telecommunications software or hardware.

• Two (2) years of experience in the following:
  • Creating maintaining or using documentation and records management.
  • Helping customers in a fast-paced work environment including six (6) months by phone email or remote communication methods.
• One (1) year of experience in the following:
  • Supporting business or specialty applications with role-based security or access controls.
  • Providing IT end-user support.
• 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.

What may set you apart:

• One year of experience supporting or using a commercial off-the-shelf (COTS) enterprise application such as GENTAX FAST DS-VS or a similar enterprise system including assisting users with application functionality user access issue resolution and troubleshooting.

• One (1) year of experience providing technical training user guidance or developing training materials for business applications or technology solutions.

• Six (6) months of experience supporting enterprise identity and access management processes including user provisioning access reviews authentication methods or security access administration in an enterprise environment.

• Six (6) months of experience applying IT service management practices including incident management request fulfillment knowledge management or continuous service improvement activities.

• Current technical certification related to information technology desktop support customer support identity and access management or a closely related field.

• Education beyond the minimum in a related field such as IT computer science Information systems or a closely related field.

Additional Requirements of Employment:

• This position will operate largely remotely but will require visits to the Olympia WA office once a month. At least a 24-hour notice would be provided should the need arise outside of this requirement.
• 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.

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