IT Customer Support – Journey (ITCSJ/ETS)
at Washington State Health Care Authority
Olympia, Washington, USA -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 02 Jun, 2024 | USD 92340 Annual | 03 Mar, 2024 | N/A | Completion,Information Technology,Computer Science,Itil,System Maintenance,Databases,Mof,Qualifying Candidates | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
REQUIRED QUALIFICATIONS:
Qualifying candidates will satisfy one of the following requirement options:
- Option 1:
- Bachelor’s degree in computer science or related field and
- Three (3) years of professional information technology experience.
- Option 2:
- Associate degree or completion of an accredited vocational training program in an information technology or related program and
- Five (5) years of consultative or administrative supervisory experience in information technology analysis, system maintenance, or troubleshooting/problem resolution experience, or analyzing, designing, or programming computer systems application or databases.
- Option 3:
- Three (3) years as an Information Technology Customer Support Entry in state service equivalent or higher.
Note: Consultative or administrative experience in information technology analysis, system maintenance, or troubleshooting/problem resolution experience, or analyzing, designing, or programming computer systems application or databases will substitute on a year-for-year basis.
PREFERRED QUALIFICATIONS:
- Demonstrated knowledge and use of ITIL or MOF in a Service Management environment.
- Certifications:
- CompTIA A+
- CompTIA Net+
- Microsoft OS
- CompTIA Sec+
Responsibilities:
SOME OF WHAT YOU WILL DO:
Lead, develop processes, and train entry level IT Service Desk support staff.
- Assists the Supervisor in overseeing daily operations of the IT Service Desk team.
- Plans, assigns, and delegates work assignments.
- Leads troubleshooting efforts for issues that are impacting a large group of users.
- Develops processes and instructs IT Service Desk technicians.
- Collaborates with other ETS teams to ensure efficient triage coordination.
Provide Tier 1 and troubleshooting, problem resolution, and technical support.
- Documents customer issues, troubleshooting actions taken, steps to reproduce client issues, work performed, validation of customer information and resolution of issues.
- Performs the initial triage of incoming requests, providing initial assessment, troubleshooting, and resolution for all tier 1 requests in ServiceNow.
- Remotes into agency staff workstations to identify issues with system or applications.
- Troubleshoot conference room computer, audio/video, and online collaboration software inside HCA conference rooms.
Resolve technical issues allowing staff to use the systems required to complete their work.
- Works with business units to create support documentation for new applications and service offerings.
- Updates existing documentation for IT Service Desk technicians.
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Hospital/Health Care
Pharma / Biotech / Healthcare / Medical / R&D
Health Care
Graduate
Computer science or related field and
Proficient
1
Olympia, WA, USA