IT Customer Support - Entry. Full Time | Permanent. Salary Range: $5,249 – $7,062 Monthly This is a telework/hybrid position. Work may be performed from anywhere within the state of Washington. Travel may be required. The Washington State Department of Corrections has an exciting opportunity for an individual with excellent customer service and a diverse set of Information Technology (IT) experiences to join the team as an IT Customer Support Entry! The goal of this role is to provide initial IT computer and software technical support and Account Administration for 9,000 Department of Corrections staff and associated partners. With a focus on service excellence, you will triage, document, and resolve IT related customer incidents and requests through reliable and efficient technologies. Where escalations and/or transfers are required, you will route Service Portal tickets to the appropriate tier 2 or tier 3 technical areas such as Domain Services, Voice Services, Applications Support Group, etc. The ideal candidate is ready to serve others and provide quality customer service while directly supporting the department’s strategic goals and objectives. A completed application packet will include:A detailed resume. A cover letter regarding your interest for this position with our agency. Three professional references Duties We are looking for teammates who share our vision of public service, committed to an equitable and inclusive culture that fosters and inspires excellence, while promoting innovation, engagement, and safety, leading to better outcomes for our incarcerated population, our agency, and our community. As an IT Customer Support - Entry, some of your duties will include: Providing technical support and technical guidance relative to problems involving user interface, browser, hardware, and DOC business applications which could include:Serving as first point of contact for customers seeking IT technical assistance. Determining the best solution based on the issue and details provided by the customer. Utilizing technical experience, provided reference materials, and known IT principles to troubleshoot, diagnose and resolve reported technical issues. Aligning knowledgeable resources with reported problems to identify issues and implement solutions. Providing customer service excellence to 9,200 DOC staff across the state via multiple contact channels to include phone, email and self-service portal to include: Providing solutions with friendly and effective customer interactions. Acting as the primary representative of IT to the customer. Providing a quality response for all customer contacts in a timely manner. Providing effective verbal and written communications to customers keeping them updated with progress and status. Coordinates Incident and Service Request workloads to ensure work is appropriately assigned, categorized, prioritized, documented and escalated in accordance to establish processes and principles. Provides tier 1 Account Administration for 9,200 DOC staff to ensure permissions and access are accurately assigned and maintained Qualifications What we need (required qualifications):High school diploma or equivalent 12 months experience in an IT environment; analyzing, diagnosing and resolving customer’s technology issues via telephone, email, and a self-service ticketing systems. Ability to demonstrate strong communication skills, both verbally and written. What will make your application stand out (preferred qualifications): Technical competency certifications such as Comp. TIA A or Microsoft Certification (i.e. MTA, MCP)AA or BA in an Information Technology related field 3 years of Information Technology experience in an IT Customer Support environment