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IT Customer Support - Journey (Vancouver)

Company: State of Washington
Location: Vancouver
Posted on: May 15, 2024

Job Description:

Salary: $5,719.00 - $7,695.00 Monthly

Location : Clark County - Vancouver, WA

Job Type: Agency Internal - Permanent

Job Number: 2024-04396

Department: Dept of Children, Youth, and Families

Opening Date: 05/10/2024

Closing Date: 5/26/2024 11:59 PM Pacific

Description

Our vision is to ensure that "Washington state's children and youth grow up safe and healthy-thriving physically, emotionally, and academically, nurtured by family and community."

Job Title: IT Customer Support - Journey (Vancouver)
Location: Clark County - Vancouver, Washington, this position is full-time On-siteCloses: May 26th, 2024
Salary: $5,719.00 - $7,695.00 Monthly

The Opportunity:
This position supports the mission by implementing, maintaining and supporting all technology needs for all of DCYF needs, as well as external customers; contracted staff, tribes, providers, and community partners including both local and remote sites within their area of responsibility. This position provides desktop and network support for all DCYF sites within the region in support of, "The Mission of Department of Children Youth and Family to protect children and strengthen families so they flourish."

Some of what you will get to do:

  • Provides desktop support including off-site support for troubleshooting hardware and/or software setup, conflicts, and difficulties for other DCYF offices statewide as needed.
  • Implement, configure and install systems/software and provide user support for WebEx Boards, Video conferencing software Windows 10, Microsoft Office (all versions) and printers.
  • Follows purchasing, inventory control, disposal and evidentiary chain of custody policies and requirements.
  • Provides backup support to other co-worker's offices regional or statewide.
  • Ensures all software, hardware, and projects conform to established IT Division, DCYF IT and OCIO standards.
  • Plans, schedules and performs hardware and software installs, repairs, and upgrades.
  • Monitors performance and maintains availability of DCYF networks.
  • Analyze, diagnose, and provide resolutions for hardware and software issues.
  • Consult and Coordinate with DCYF identified business lead and identified contractor regarding client computer hardware and software. Required Qualifications:
    • Four years of information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, directing projects, providing customer or technical support in information technology or administering or supervising staff who performed work in any of these information technology disciplines. OR
      • A Bachelor's degree and four years of consultative, administrative, or supervisory experience in information technology analysis, system maintenance, or troubleshooting/problem resolution experience, or analyzing, designing, or programming computer systems applications or databases. OR
        • An Associate's degree or completion of an accredited vocational training program in an information technology or related program and six years of consultative, administrative, or supervisory experience in information technology analysis, system maintenance, or troubleshooting/problem resolution experience, or analyzing, designing, or programming computer systems applications or databases. OR
          • 1-year experience working as an IT Customer Support - Entry equivalent or above. Additional Required Qualifications:
            • Two (2) years recent experience within the last 5 years preparing network design plans, acquisition plans, and preparing acquisition orders coordinating with network/software vendors and telecommunications carriers for medium or large Network (WAN/LAN) infrastructure.
            • Experience with layer 2 and layer 3 network devices, protocol and related software or hardware solutions.
            • One (1) year continuous experience providing technical support to customers as part of a service/help desk team in support of a large application (1,000 users or more), Microsoft Office, and technical support of a distributed network environment.
            • Two (2) years continuous experience supporting network resources contained within a Microsoft Active Directory environment. In addition to the requirements above, our ideal candidate will possess some or all of the following knowledge and skills:
              • Experience understanding and controlling LAN and WAN networks.
              • Operating systems, software, networks, PCs and servers. Systems and network administration is a key element of this position and General IT knowledge would not be sufficient.
              • Network architecture. How do I apply?Complete your applicant profile on careers.wa.gov and attach the following documents:
                • Current resume detailing experience and education.
                • Letter of Interest. Supplemental Information:
                  The Department of Children, Youth, and Families (DCYF) is committed to Washington's children and youth growing up safe, healthy, and thriving. We invite all candidates to join us in our mission to create a diverse and equitable workplace that reflects the communities we serve. If you are excited about this role but you believe that your education and/or experience might not align perfectly with every qualification in the job posting, we encourage you to apply anyway.

                  The Department of Children, Youth, and Families (DCYF) is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability.

                  This recruitment may be used to fill multiple vacancies.

                  This position is included in the supervisory bargaining unit represented by the Washington Federation of State Employees (WFSE). For more information:

                  For more information about this position or if you need an accommodation throughout the application/interview process, please contact Cole Alford at cole.alford@dcyf.wa.gov. If you're experiencing technical difficulties creating, accessing, or completing your application, call NEOGOV toll-free at (855)524-5627 or email

                  More than Just a Paycheck!
                  Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

                  We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

                  Read about our benefits:
                  The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

                  Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

                  Insurance Benefits
                  Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

                  Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

                  To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

                  Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

                  Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

                  The Washington State Employee Assistance Program promotes the health and well-being of employees.

                  Retirement and Deferred Compensation
                  State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

                  Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

                  Social Security
                  All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

                  Public Service Loan Forgiveness
                  If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

                  Holidays
                  Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

                  Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

                  Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

                  Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

                  Sick Leave
                  Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

                  Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

                  Vacation (Annual Leave)
                  Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

                  Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

                  Pay status includes hours worked, time on paid leave and paid holiday.

                  As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

                  Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

                  Military Leave
                  Washington State supports members of the armed forces with 21 days paid military leave per year.

                  Bereavement Leave
                  Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

                  Additional Leave
                  Leave Sharing

                  Family and Medical Leave Act (FMLA)
                  Leave Without Pay

                  Please visit the State HR Website for more detailed information regarding benefits.

                  Updated 12-31-2022

                  01

                  Which of the following best describes your continuous experience in Microsoft Windows operating systems, Microsoft Office productivity software, and troubleshooting desktop issues?
                  • I have none of this experience.
                  • I have one (1) year or less of this experience.
                  • I have one (1) to two (2) years of this experience.
                  • I have two (2) to three (3) years of this experience.
                  • I have three (3) to four (4) years of this experience.
                  • I have five (5) years or more of this experience.

                    02

                    How many years of experience do you have working in information technology consulting, analyzing, designing, programming, installing, and maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, directing projects, providing customer or technical support, or administering staff in IT?
                    • I have none of this experience.
                    • I have one (1) year or less of this experience.
                    • I have one (1) to two (2) years of this experience.
                    • I have two (2) to three (3) years of this experience.
                    • I have three (3) to four (4) years of this experience.
                    • I have five (5) years or more of this experience.

                      03

                      How did you hear about this career opportunity (select all that apply)?
                      • Washington State's career website: www.careers.wa.gov
                      • Washington State Work Source office or website (Go2WorkSource.com)
                      • Washington State employee
                      • DCYF Recruiter
                      • College/university career fair or website
                      • Diversity network meeting/event
                      • Indeed
                      • LinkedIn
                      • ZipRecruiter
                      • Handshake
                      • Other

                        04

                        If you selected 'College/university career fair or website', 'Diversity network meeting/event', 'Online job boards', or 'Other' above, please specify which college, university, diversity network meeting/event, online job boards and/or describe 'Other' below.

                        Required Question

Keywords: State of Washington, Vancouver , IT Customer Support - Journey (Vancouver), Other , Vancouver, Washington

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