IT Customer Support - Journey

Responsibilities:

• Provide immediate local and/or remote desktop hardware, software, and network support to both permanent and seasonal region employees, including backup support to other DNR Region employees when their region ITC is unavailable
• Evaluate, test, install, and upgrade PCs, utility server hardware, software, and peripherals such as backup external hard drives, network printers, and other network devices
• Provide instructions and documentation on the specific use of information technology systems and procedures
• Serve as a point of contact for SE Region employees regarding their hardware and software technology needs
• Track, monitor, and update IT equipment inventory for the SE Region
• Collaborate with colleagues to manage all aspects of the region's mobile device configuration and implementation
• Ensure equipment related to wildfire, including the Type 3 kits, is functioning properly, and coordinate with IMT personnel to troubleshoot issues when on-site at incidents

Required Qualifications: 

• A bachelor’s degree in computer science AND two years of relevant IT experience; 
  OR an equivalent combination of education and/or experience.
• Experience implementing, maintaining, supporting, and administering personal computers with Windows 7 or newer in an enterprise environment.
• Experience deploying, maintaining, supporting, and administering MS Office 2016 and/or Microsoft 365 in an enterprise environment.
• Experience providing customer support, including troubleshooting personal computer, network, and/or mobile device issues.
• Commitment to fostering and supporting an environment that honors diversity, equity, inclusion, and environmental justice practices.
• Perform assigned duties in a manner consistent with applicable laws, regulations, and public records retention and requests are followed.
• DNR Core Competencies:
  • Personal Accountability
  • Value Others
  • Compassionate Communication
  • Inspire Others
  • Commitment to Excellence

• Work is performed in an office environment and occasionally in an outdoor setting. Ability to lift and maneuver equipment up to 50 pounds.
• The position requires travel on a semi-routine basis. Travel is typically within the region boundary and completed within the workday.
• A valid driver’s license and two years of driving experience. Additionally, DNR requires state drivers to possess a license that is not suspended, revoked, or restricted (for example, Occupational/Restricted Driver Licenses or requiring ignition interlock devices). This position requires driving as an essential function. Finalists and/or interview candidates will be asked to provide a driving record from all states in which they have held a license during the past three years. 

• Experience supporting an enterprise environment of 100 workstations or more.
• Network + Certification, A+ certification, Information Technology Information Library Foundations training, and Customer Service training/experience.
• Ability to be innovative and forward-thinking in a fast-paced, changing technical environment.
• Providing training to users and developing instructional/training materials.
• Ability to evaluate, test, install, upgrade, and maintain PCs, laptops, and server hardware, VPN software and connections, Windows operating systems, Microsoft Office 2007 and newer, video teleconferencing, security systems, network, printer, and other hardware driver software, components, and peripherals such as printers, monitors, and projectors.
• Ability to troubleshoot and resolve complex multi-server and multi-application problems, networking and communication problems, etc.
• Proficiency in diagnosing, correcting, and documenting PC hardware and software problems.
• Ability to learn new technologies, understand complex specifications, and implement them for staff use and process automation.
• Ability to communicate complex IT functions in layman's terms for users.
• Organization and documentation skills.
• Assess information technology needs, evaluate and recommend new products and solutions.
• Ability to troubleshoot and train staff in the use of the full suite of Microsoft Office products, including Microsoft Outlook.

Application Requirements: Failure to provide the listed documents may result in disqualification. If you have questions or difficulty attaching these documents, please contact DNRrecruiting@dnr.wa.gov.

• Apply online: at www.careers.wa.gov (Click on the APPLY button above).
• Letter of interest: describing your specific qualifications for the position and the position required, desired, and special requirements.
• Resume: that details your experience and qualifications.
• References: References are optional at the time your application is submitted. Finalists will be asked to provide a list of at least 3 professional references with current telephone numbers, including your current or most recent supervisor.
• Important: Do not attach any documents that include photos or private information (Social Security number, year of birth, etc.).
• Complete all supplemental questions.
• Candidates who move forward in the recruitment process may be contacted via email at info@governmentjobs.com with interview information/scheduling instructions. Please monitor the email listed in your application materials and check your junk email folder to ensure you receive those communications.

• Safety and Well-Being —Our top priority is the safety of the public and our employees.
• Public Service —We value and respect the public we serve, and we value and respect the people of the Department of Natural Resources who step up to serve.
• Innovation and Creative Problem-Solving — We solve our state’s most pressing challenges through innovative thinking, dedication, and bold and creative vision.
• Leadership and Teamwork —We are committed to building leaders at all levels and building teams for success.

• Commitment to organizational health and wellness
• Work/life balance
• DNR Employee Resource Groups (Diversity, Equity and Inclusion Council, Women’s Employee Resource Group, Veterans Employee Resource Group, etc.)
• Statewide Employee Business Resource Groups, visit here to learn more
• Leadership that empowers and supports employees
• Professional development opportunities
• Educational and career development aid
• Public Service Loan Forgiveness Eligibility
• Opportunities to participate in wildland fire suppression assignments
• A comprehensive benefits package includes employer contributions toward health insurance, paid holidays, retirement plans, sick leave, and vacation days. Visit http://careers.wa.gov/benefits.html for more information.