IT Customer Support – Journey level, WA State Office of the Attorney General

US Government, Attorney General's Office

Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.
 

 Position and Salary
 The Attorney General’s Office is recruiting for a non-permanent full time IT Customer Support – Journey level in the Information Services Division. This position is located in Tumwater, Washington, and  is not union-represented.

 IT Customer Support – Journey Salary Range 03IT: $70,692 – $95,112 (effective 7/1/2024)
The base pay offered will take into account internal equity and may vary depending on the preferred candidate’s job-related knowledge, skills, and experience.
 
 The following stipends may apply based on position requirements:

  • Incumbents assigned to our Seattle office location receive an additional 5% King County Location Pay stipend.
  • Incumbents assigned to a position designated as requiring dual language skills will receive a 5% Dual Language Requirement Pay stipend. 

 Excellent benefits
   

 Washington State offers one of the most competitive benefits packages in the nation, including Medical/Dental/Vision for employees & dependent(s); Vacation, Sick, and Other Leave; 11 Paid Holidays per year; Public Employees Retirement System (PERS) plans; and Life Insurance.  Beyond these traditional benefits, we offer Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave, and more.
 
  With the goal of employee health and wellness, we also offer flexible schedules and telework options for most positions, a Wellness Program, the Employee Assistance Program, and numerous affinity groups to foster community and connection.

Agency Information
   
WASHINGTON STATE OFFICE OF THE ATTORNEY GENERAL 
 
Join an agency whose work impacts the lives of every resident of Washington State.

 
The Attorney General’s Office (AGO) touches the lives of every resident in this state.  We serve more than 230 state agencies, boards, commissions, colleges and universities, as well as the Legislature and the Governor.  The Office is comprised of nearly 700 attorneys and 800 professional staff, all working together to deliver the highest quality professional legal services to Washington state officials, agencies, and entities.  This includes:  

  • Economic justice and consumer protections (safeguarding consumers, protecting youth, seniors, and other vulnerable populations)
  • Social justice and civil rights (addressing discrimination, environmental protection, and veteran and military resources)
  • Criminal justice and public safety (investigative and prosecutorial support, financial crimes)
  • And much more

Our agency also has national reach, representing the State of Washington before the Supreme Court, the Court of Appeals and trial courts in all cases that involve the state’s interest.  If you want to make a difference, we may be the perfect fit for you!   Learn more about the AGO here.  
 
Commitment to Diversity
 
Diversity is critical to the success of the mission of the AGO. This means recognizing, respecting, and appreciating all cultures and backgrounds– and fostering the inclusion of differences between people.  Appreciating, valuing and implementing principles of diversity permits AGO employees to achieve their fullest potential in an inclusive, respectful environment.
 
One recent measure of the AGO's commitment to diversity can be found in its nomination for Rainbow Alliance and Inclusion Network's “Outstanding Agency Award” in 2019.  Our commitment to employee wellness is reflected in earning the 2021 Zo8 Washington Wellness Award.
 
Division Information 
Information Services Division (ISD) provides support and consulting for legal technologies. The division is responsible for the development and delivery of AGO computer and telephone network infrastructure and the operation of network hardware and software platforms to provide AGO staff access to their work products and communications.
 
This division has multiple units that provide eDiscovery litigation support, custom software development, business intelligence and data management services. Data security and disaster recovery are key to the maintenance and operations of the AGO's voice and data systems. The division also ensures compliance with state governance policies and standards and ensures that all electronic services function properly and securely.
 
Position Description
What does an IT Customer Support – Journey do?

This position is in the Information Services Division within the Desktop Services team and reports to the Deputy Chief Information Officer – Operation and Security. The Desktop Services team supports the mission of the organization by performing technical support AGO laptops and devices. The team also supports and troubleshoots issues of approved software applications installed on Windows devices.
 
The Desktop Support Supervisor is responsible for assisting customers by using advanced technical knowledge and out-of-the-box remediation steps to analyze and resolve technical and software issues. This position provides diagnostic and on-site support services for agency standard applications, remote access, network access, fleet management, hardware repairs, computer deployments, and general deployment support to all site locations.
 
Below are highlights of the position responsibilities:

  • Resource allocation of all Desktop Support staff in relation to implementing tactical measures in alignment with strategic planning, customer service excellence, technical support, and capacity management.
  • Serve as the Desktop Support team supervisor by providing consultation, recommendations, and technical support to the Desktop Admin quadrant group to ensure standardization of desktop, laptop, and tablet configuration and settings across the agency.
  • Configure, install, move, maintain, troubleshoot, and support desktop and mobile computer hardware, software, telephones, and peripheral devices through on-site visits and use of remote control software tools.
  • Provide consultation, advice, recommendations and technical support to the ISD Business Technology Consultants/Project managers and Customer Support.

 
This recruitment announcement may be used to fill multiple open positions for the same classification, in addition to the position(s) listed in this announcement.
 
Qualifications

At least three (3) years of experience analyzing, installing and/or maintaining computer software applications, hardware, imaging Windows devices or telecommunications equipment or providing customer or technical support in information technology.
Or
An Associations or Vocational degree in a computer-related area
Plus
At least two (2) years of experience analyzing, installing and/or maintaining computer software applications, hardware, imaging Windows devices or telecommunications equipment or providing customer or technical support in information technology
 
Within the experience above, at least:

  • One (1) year demonstrated desktop support experience to include triage of technical incidents, problems/trend identification, asset tracking, and peripheral support.
  • One (1) year demonstrated experience of imaging computers and troubleshooting patch installations. 

Additional Preferred Qualifications:

  • One (1) year supervising or leading others.
  • Two (2) year experience in a Service Desk environment
  • Experience in a quality assurance environment: creating a test plan, documenting defects in a reproducible way.
  • Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations.
  • A+, Network+, Microsoft Certifications
  • Law firm work experience and an understanding of how to support the delivery of legal services. 

Supplemental Information
 
APPLICATION INSTRUCTIONS: 
In addition to completing the online application, applicants must attach the following documents to their profile in order to be considered for this position:

  • A letter of interest, describing your specific qualifications for the position;
  • A current resume detailing experience and education. 

READ THE FOLLOWING INFORMATION COMPLETELY:

  • Carefully review your application for accuracy, spelling and grammar before submitting.
  • You may not reapply to this posting for 30 days.
  • The initial screening of applications will be solely based on the contents and completeness of the “work experience” and “education” sections of your application in www.careers.wa.gov, completeness of the application material submitted, and responses to the supplemental questionnaire.
  • A resume will not substitute for completing the “work experience” section of the application.
  • All information may be verified and documentation may be required. 

Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees and volunteers enjoy a respectful, safe and supportive working environment. Only by fostering the inclusion of people from all backgrounds, cultures and attributes, can AGO employees and volunteers achieve their fullest potential and best advance the goals and mission of the AGO.
 
The AGO is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation/gender identity, age, disability, honorably discharged veteran or military status, retaliation or the use of a trained dog guide or service animal by a person with a disability. Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.
 
For questions regarding this recruitment or assistance with the application process, please contact Judith Vandergeest @ (360) 586-7691 or Judith.Vandergeest@atg.wa.gov.
 
If you are having technical difficulties creating, accessing or completing your application, please call NEOGOV toll-free at (855) 524-5627 or support@neogov.com

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