L&I IT Desktop Support (IT Customer Support - Journey)

Are you a problem-solving pro? Do you enjoy troubleshooting and diagnosing IT issues related to desktop support? Do you strive to ensure your customers are satisfied with the solutions you provide? If so, join us in our mission and apply today!

About the Program:

The Department of Labor & Industries (L&I) is a diverse state agency dedicated to the safety, health, and security of Washington's workers. We help employers meet safety and health standards and inspect workplaces when alerted to hazards. As administrators of the state's workers' compensation system, we are similar to a large insurance company providing medical and limited wage-replacement coverage to workers who suffer job-related injuries and illness. Our rules and enforcement programs help ensure workers are paid what they are owed, that children and teens' work hours are limited, and that consumers are protected from unsound business practices.

Insurance Services is the largest division within the agency and administers one of the premier workers’ compensation organizations in the nation serving over 3.8 million employees working for 260,000 employers.

Within Insurance Services, the function of the Technical Services IT unit is to ensure office technology & enterprise document management technology solutions are available to Insurance Services’ 1200 staff and numerous external partners.   This position is part of a team of technicians who support hardware and software for the division.  Our mission is to keep the systems functioning properly to further the department’s mission to keep Washington Safe and Working.

About the Job:

As a member of this collaborative team, you will provide technical support for the desktop and application needs in the Insurance Services IT Unit.  You will spend your days working on Tier 2 technical assignments, which include in-depth troubleshooting and analysis, following standards and best practices for the unit and supporting the implementation of new technology.  You must maintain an awareness of evolving trends in desktop technology and strategize with the IT Unit members and lead on how best to position the team to meet the future desktop technology needs of the division. We are searching for an individual who can demonstrate excellent customer service and who can deliver reliable, efficient, high-level technical support to our broad customer base.

Some of what you will do:

• Provide technical support for the desktop operating system and Microsoft Office suite of applications and numerous other software.
• Troubleshoot and diagnose hardware related issues on agency desktops, laptops, tablets, telephones, headsets, desktop label printers, peripheral devices etc. Installs replaceable parts such as RAM, hard drives, power supplies, and coordinate with vendors for onsite repairs of other failed hardware.
• Carefully analyze IT issues to develop and implement a resolution that ensures the impacts on our customers or business units are minimized and work stoppages are avoided.
• Develop and conduct individual and/or group training to build customer self-sufficiency and increased productivity.
• Develop and maintain documentation and user guides for office technology hardware and software as well as other IT processes for customers.
• Meet with individual customers on an ad-hoc basis to understand business/technical needs and advise on current state of technology items within our portfolio as well as other potential technology solutions outside of L&I’s portfolio. 
• Monitor and coordinate technology implementations/installations, ensuring appropriate resources are engaged, provide progress and status updates to customer representative as needed.
• Maintain, configure and upgrade mission critical Support Services such as NextScan, Kofax, Scanner PCs, Batch Print services, microfiche auditing software, CD publishing system, etc. 
• Build, edit, and maintain surveys which gather information from external customers.
• And much more!

Required:

• A Bachelor’s degree in an IT field of study (or related field)

           AND

• Four (4) years of experience providing IT Desktop Support* (or equivalent) in a professional capacity to customers.

OR

• An Associate’s degree in an IT field of study (or related field)

           AND

• Six (6) years of experience providing IT Desktop Support* (or equivalent) in a professional capacity to customers.

OR

• Eight (8) years of experience providing IT Desktop Support* (or equivalent) in a professional capacity to customers.

*Note: Examples of IT Desktop Support experience include consulting, analyzing, installing and maintaining IT hardware, software applications, telecommunications systems or network infrastructure equipment.

AND

• Four (4) years’ experience communicating about technology issues with a non-technical customer base, verbally and in writing.
• Four (4) years’ experience in functioning as part of an IT team, building rapport with co-workers and business customers, effectively coordinating work efforts and providing excellent customer service. 
• Demonstrated experience conducting research and analysis of technology solutions, problem-solving, decisiveness, ethics, integrity, planning, multi-tasking, teamwork, and time management.
• Ability to adapt easily to changing business needs, demonstrate flexibility, independently research, evaluate and draw conclusions from data; support recommendations with facts and analysis, interpret and apply policies and procedures.
• Must have the ability to appropriately handle confidential data/documents/information in compliance with agency standards. 

Note: Equivalent experience may be substituted, year for year, for education.  Experience may be obtained simultaneously.

Desired:

• Microsoft Certified Solutions Associate (MCSA): Windows 11 Certification.
• ITIL Certification.
• Network+ Certification.
• Experience using Active Directory and SCCM.
• Two (2) years’ experience creating or modifying PowerShell scripts used to install or modify desktop applications and configurations.

Things You Need To Know

At L&I, your voice matters.  L&I is a diverse state agency dedicated to the safety, health and security of Washington's 3.3 million workers.  Watch this brief video and learn more about why L&I is an employer of choice.

L&I provides a modern work environment and excellent benefits including paid leave, tuition reimbursement, Infants at Work Program, and a generous retirement package for qualified employees at the end of their career.  Click on the “Benefits” tab to learn more.

For this position, you will be expected to report to the office full-time, Monday – Friday, on a 5/8 schedule, telework is not permitted.  The assigned duty station for this position is Tumwater, Washington.

To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.

Application process

We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement.

Please include the following documents with your application:

1. A cover letter describing specific qualifications.
2. A current resume detailing applicable experience and education.
3. A list of at least three professional references with current telephone numbers.

Please do not attach or place any medical information (vaccination status included) within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I.  If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.

Background Check Notice

Prior to a placement in this position, a background check, including criminal history records will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.

Other information

• For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
• This position is represented by the Washington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.

Did You Know?

Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.

Veterans Preference

Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s Jobs@lni.wa.gov.

Diversity, Equity, and Inclusion Employer

L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We believe in the importance of recognizing the value each of us contributes to the success of the agency mission. Having a diverse workforce is this agency’s greatest source of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.

The State of Washington is an equal opportunity employer. Persons with a disability who need an accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

For more Information

If you have any questions regarding this job posting, program, or the agency, please contact Angela Laramie at hrbtu@lni.wa.gov.