We're seeking a dynamic individual who thrives on tackling diverse IT issues and is passionate about making a real difference in our community. You'll play a vital role in our primary technical support team, focusing on implementing and managing various systems crucial to the Department of Health's operations. As part of your responsibilities, you'll tackle complex enterprise problems, incidents, and requests escalated by junior technicians. Your expertise across multiple enterprise applications, services, and hardware will be essential in resolving these issues effectively. Additionally, you'll contribute to the development and maintenance of our knowledge base articles, ensuring both technical documentation and customer-facing "how-to" documents are accurate and helpful.

With over 400 internal and external applications in our portfolio, our IT Customer Support team plays a crucial role in maintaining daily functionality. Serving over 4000 active DOHers accounts, across 4 campuses throughout Washington State, 100+ WIC sites, and managing 4,500 computers and laptops, our team's impact is substantial. Beyond internal support, we also provide technical assistance to our external health partners and the wider community, facilitating collaboration and access to services from the Department of Health. Join us in making a significant and often critical contribution to the DOH's mission in serving Washington State.

Responsibilities:

Independently troubleshoot and resolve complex technical incidents, collaborating with senior, peer, and junior staff as needed. Serve as an escalation point for junior technicians and maintain confidentiality and trust while meeting service level agreements. Provide technical support for conference room setup and configuration to ensure successful meetings. Support DOH and WIC IT systems, including hardware, software, and peripherals, adhering to ITIL maintenance and operation standards. Communicate timely incident updates to customers during service outages impacting DOH staff and contribute to Service Desk procedure updates. Build, configure, and deploy Clinic WIC servers, desktops, printers, and peripherals. Manage Service Desk portal for WIC connections and copier management. Engage in professional development by attending required training, both formal and informal, and staying current with emerging technologies through self-study.

Your experience must be recent (within the last 6 months) and gained from full-time equivalent work.

Three (3) years of experience with a Knowledge Base. Education and/or experience in information technology activities like testing, installing, maintaining, supporting, or preventing hardware/software failures on client applications, hardware, or software products. You must meet one of the options defined below: Option 1: Six (6) years of experience. Option 2: Associates Degree plus at least four (4) years of experience. Option 3: Bachelor's Degree plus at least two (2) years of experience.

Within OIT, the Center for Technology Operations (Tech Ops) delivers public health IT services. Our services include enterprise support for service desk, infrastructure operations, application development and support, data management, cloud program and platform management, back-office and enterprise systems configuration, and testing and change management. We support mission critical, business essential and back-office systems for our partner customers who include agency staff, public health partners, and citizens. We provide quality services in an outward way, and we strive to get curious with our customers to best meet their needs in the moment and anticipate future needs.