IT Customer Support – Journey (ITCSJ/ETS)

at  Washington State Health Care Authority

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+

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.