IT Customer Support – Journey

Keeping Washington Clean and Evergreen

The Department of Ecology is hiring an IT Customer Support - Journey position within the Information Technology Services Office (ITSO).

Location:

• Headquarters Office in Lacey, WA.
• Upon hire, you must live within a commutable distance from the duty station.

Schedule:

• This position provides in-person support and is expected to work in the office at least four days per week.
• This position is eligible for telework and flexible schedule options.
• Schedules are dependent upon position needs and are subject to change.

Duties

As a Help Desk Technician in ITSO's Business Technology Service Center, you will play a key role in delivering frontline technology support to Department of Ecology staff. You’ll take on varied and engaging work as you troubleshoot hardware and software issues on Dell devices and agency-standard tools, use plain language to guide staff through solutions and reduce recurring issues, and balance quick resolutions with thoughtful escalation and clear documentation. In this role, you’ll gain practical technical experience in a large agency environment while building skills in customer service, reporting, and SaaS support. This position provides a strong pathway for career growth toward senior support or system administration roles, making it ideal for someone who enjoys solving technical problems while helping people succeed in their work.

What you will do:

• Serve as the primary point of contact for user support, providing responsive, plain-language assistance in-person and via phone, chat, and ticket systems for endpoint devices, peripherals, and agency-supported applications.
• Monitor, triage, and assign incoming tickets, ensuring clear documentation, workload balancing, and timely resolution in alignment with service level expectations.
• Troubleshoot and resolve hardware and peripheral issues, including Dell laptops, desktops, monitors, and printers, minimizing staff downtime across office and field environments.
• Support Microsoft 365, SaaS, and agency-standard applications, assisting with login, synchronization, and software troubleshooting to restore business-critical access quickly.
• Coordinate IT onboarding, offboarding, and staff moves, ensuring timely device provisioning, account configuration, and recovery of equipment during staff transitions.
• Maintain and enhance knowledge base articles while identifying service trends to improve workflows, drive continuous improvement, and support agency modernization efforts.

Qualifications

For detailed information on how we calculate experience, please visit our Recruitment website.

Required Qualifications:

Three (3) years of experience and/or education as described below:

• Experience within the last five years in application software/system testing, installing and/or maintaining computers software or hardware, providing direct customer technical support in IT that includes one year of experience installing computer operating systems AND installing and supporting office productivity software.

Experience must also include:

• • One year of experience supporting Microsoft Windows operating systems (Windows 11 or newer) and Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
  • Demonstrated ability to explain technical concepts in plain language, both verbally and in writing.
  • Experience using a ticketing system (e.g., Jira Service Management, ServiceNow, Freshdesk) for documenting, triaging, and tracking technical support work.
  • Ability to work independently and as part of a cross-functional support team under general direction.

• Education: College credits or degree involving a major study in Computer Science, Information Technology (IT), or related field; OR completion of a CompTIA A+ or related certification.

Examples of how to qualify:

• Three years of experience.
• Two years of experience AND 30-59 semester or 45-89 quarter college credits.
• Two years of experience AND completion of a CompTIA A+, or related certification.
• One year of experience AND 60-89 semester or 90-134 quarter college credits (Associate’s degree) or higher.

Special Requirements/Conditions of Employment: 

• Must possess a valid driver’s license or provide alternate transportation for occasional travel.
• May be required to work additional hours during system deployments, critical incidents, or platform outages.
• Must maintain the confidentiality of sensitive agency and personnel data accessed through approved tools and technology. 
• Must comply with the state’s IT security and acceptable use policies, particularly when working with workflow automation and data visibility configurations.
• Must complete all required agency training, including DEIR, cybersecurity, and public records management.
• This position is responsible for maintaining up-to-date technical knowledge across endpoint support, field-based technology, SaaS platforms, and customer service best practices. While Ecology provides access to assigned technical, security, and policy trainings, the occupant of this role is expected to proactively pursue additional learning opportunities - both formally and informally - to remain effective in a fast-changing IT environment. Completion of all assigned IT and cybersecurity trainings is mandatory and must be done in a timely manner. 

Desired Qualifications:

• CompTIA A+ Certification or equivalent industry credential.

• Familiarity with Dell enterprise hardware support and warranty services. 

• Experience supporting a variety of enterprise productivity tools, SaaS platforms, and agency-approved COTS systems.

• Experience contributing to knowledge base or help documentation.

If you are excited about this role but not sure if your experience aligns perfectly with every qualification in the job description, we encourage you to apply. Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At the Department of Ecology, we are dedicated to building a diverse and authentic workplace centered in belonging. You may just be the needed candidate for this or other roles.

Supplemental Information

Ecology does not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.

Application Process

Ecology seeks diverse applicants: We view diversity, equity, inclusion, and respect through a broad lens including race, ethnicity, class, age, religion, sexual orientation, gender identity, immigration status, military background, language, education, life experience, physical disability, neurodiversity, and intersectional identities. Qualified job seekers from all backgrounds are encouraged to apply.

How to Apply

Click “Apply” at the top of this page. Complete the entire application, including full work history and responses to all supplemental questions, and attach:

• Cover letter, describing your interest in and qualifications for this position
• Resume

Because we base our selection on the information you provide, it is in your best interest to complete the application thoroughly. A resume will not substitute for the “work experience” section of the application or vice versa. Applications with blank fields or supplemental question responses with comments such as “see resume” may be considered incomplete.

For detailed application information, please visit our Recruitment website.

Application Attestation: By submitting an application, you are affirming that the information contained in your application and on all attachments is complete and truthful. The state may verify this information, and any false or misleading answers may result in rejection of your application or dismissal if employed.

Need an Accommodation?

If you need reasonable accommodation during the application and/or screening process, including this job announcement in an alternate format:

• Please contact us at 360-407-6186 or careers@ecy.wa.gov
• If you are deaf or hard of hearing, you may call through the Washington Relay Service by dialing 711 or 1-800-833-6384.

Questions?

• For specific questions about the position location options, schedule, or duties, please contact Mark Holm at Mark.Holm@ecy.wa.gov
• If you need assistance applying for this job, are inquiring about the status of your application, would like to request the full position description, or have any other questions, please contact the Recruitment Team at careers@ecy.wa.gov

About the Business Technology Service Center

The Business Technology Service Center is a tight-knit team dedicated to providing excellent customer service to the Department of Ecology. We are stationed in Lacey, Washington, and support Ecology’s mission by ensuring staff have reliable, effective technology to carry out their environmental work across the state. We value collaboration, continuous improvement, and plain-language support, fostering a positive and supportive environment for both our customers and our team members.

About the Department of Ecology

As the State of Washington’s environmental protection agency, we are deeply committed to protecting, preserving, and enhancing Washington’s environment for current and future generations. Joining Ecology means becoming part of a team dedicated to protecting and sustaining healthy land, air, water, and climate in harmony with a strong economy. A career in public service at Ecology allows you to help solve some of the most challenging problems facing our state, while keeping your health and financial security a priority. We combine one of the most competitive benefits packages in the nation with a strong commitment to life/work balance. We invest in our employees to create and sustain a working environment that encourages creative leadership, effective resource management, teamwork, professionalism, and accountability.

Diversity, Equity, Inclusion, and Respect (DEIR) are core values central to Ecology's work. We strive to be a workplace where we are esteemed for sharing our authentic identities, while advancing our individual professional goals and collaborating to protect, preserve, and enhance the environment for current and future generations.

We believe that DEIR is both a goal and an action. We are on a journey, honoring our shared humanity and taking steps to demonstrate our commitment to a vision where each of us is heard, seen, and valued.

Ecology employees may be eligible for the following: Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave*, 11 Paid Holidays per year*, Public Service Loan Forgiveness, Tuition Waiver,  Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP),  Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives (Download PDF reader), Combined Fund Drive, SmartHealth *Click here for more information 

To learn more about Ecology, please visit our website, explore Working at Ecology, check out our Strategic Plan, and connect with us on LinkedIn, Facebook, Instagram, YouTube, or our blog.

Equal Opportunity Employer: The Washington State Department of Ecology is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans, military spouses or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

Collective Bargaining: This is a position covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.  

Note: This recruitment may be used to fill other positions of the same job classification across the agency. Once all the position(s) from the recruitment announcement are filled, the recruitment may only be used to fill additional open positions for the next sixty (60) days.

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IT Customer Support – Journey