IT Customer Support - Journey
State of WashingtonAbout the role
Posting number: 2026-06068
Department: Dept. of Licensing
Division: Information Services
Job classification: IT CUSTOMER SUPPORT - JOURNEY
Posting type: Open & Promotional
Categories: IT and Computers, Customer Service
Summary
At the Department of Licensing (DOL) we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.
Are you a tech-savvy self-starter with strong customer service skills? If so, apply today!
Examples of duties
As an IT Support Technician on the Service Desk team, you will provide front-line technical support to Department of Licensing employees and contractors across Washington State. You will troubleshoot hardware, software, application, and account issues through phone, email, remote support, and in-person assistance while delivering excellent customer service. This role partners with teams across Information Services to resolve technical issues, maintain secure and reliable technology, support new technologies and deployments, and ensure staff have the tools they need to serve Washington residents.
Some of what you will do:- Provide technical support for hardware, software, applications, accounts, and mobile devices through phone, email, remote, and in-person assistance.
- Troubleshoot and resolve customer issues while meeting service level expectations and delivering exceptional customer service.
- Install, configure, and deploy computers, software, and other technology to support new and existing employees.
- Manage user accounts, passwords, security access, and device configurations while following cybersecurity standards.
- Document work, maintain technical knowledge articles, and recommend improvements to support processes and self-service resources.
- Partner with Service Desk teams, technical specialists, vendors, and business partners to resolve complex issues and support technology projects.
- Serve as a technical resource by assisting teammates, supporting escalated issues, and communicating system updates and service interruptions.
Qualifications
What you will bring to the role:
- Eight (8) years of experience in consultative, customer service, or administrative information technology analysis, system maintenance, troubleshooting, or problem resolution experience. Professional experience creating, utilizing, debugging, or scripting in a command or programming language.
- Experience composing, sending, and responding to electronic mail. Utilizing email program functions such as calendars and meeting requests.
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.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
Experience can be obtained concurrently.
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