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IT Customer Support - Entry

Washington State Patrol
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About the Agency & Division:

The Washington State Patrol is committed to being an Equal Opportunity Employer and strives to foster an environment in which everyone is encouraged to be their authentic selves, communicate openly, and act with courage. The WSP is dedicated to promoting fair and equitable hiring, training, and promotional practices through innovative recruitment and retention strategies.

The Information Technology Division (ITD) exists to leverage technology to enhance and sustain business processes, public safety infrastructure, and statewide emergency communications to facilitate the accomplishment of all agency goals. 

 

Duties

This position perform 24/7/365 front-line technical help desk duties for internal WSP employees and external law enforcement agencies. This position solves technical problems and requests on the first contact or escalates to other groups, as appropriate. 

Our new teammate will be able to:

  • Frontline support of ACCESS (A Centralized Computer Enforcement Service System) users in a 24 hour, 7 day a week work environment. 
  • Diagnose and resolve problems relating to ACCESS. 
  • Assist internal WSP and external law enforcement agencies with accurate ACCESS record entry. 
  • Escalate complex technical ACCESS problems. 
  • Escalate complex SECTOR technical problems. 
  • Answer Help Desk phone lines and response to customer email requests in a timely fashion. 
  • Ensure policy and procedures are followed when providing support to all customers. 
  • Diagnose and resolve problems relating to agency standard computer hardware and software, including Wireless devices. 
  • Install, uninstall, and troubleshoot various programs, software, and hardware.
  • Verify that customers' permissions, access, passwords and licenses are accurate as needed. 
  • Create work orders for all support activities using ServiceNow ticketing system.

 

Qualifications

Required Qualifications: 

  • Two years of experience with information technology, such as an IT help desk, desktop support, IT program/project management, or volunteer work with computers. 
  • Two years of experience with Microsoft Office and Windows operating system products.