IT Customer Support - Senior/Specialist

Description If you answer YES to any of these questions this is the perfect opportunity for you! Are you a self-starter with strong leadership skills? Do you thrive in a team environment? Do you want a position with career growth opportunities? About the Agency & Division: The WSP actively supports Diversity, Equity, Inclusion in the workplace, and is an Equal Opportunity Employer. The WSP strives to create and foster an inclusive culture inspiring everyone to be their authentic selves, speak openly, and be courageous. The WSP continues to focus on equitable hiring, training, and promotional practices and policies through innovative recruitment and retention solutions. Partnering with our communities helps the WSP provide the best in public safety services now and into the future. 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 oversees the Customer Service Unit’s (CSU) direct support to the WSP’s mission, vision, values, and goals as well as the Information Technology Division’s mission to provide exceptional support, and continually strive to improve the delivery of public safety services through secure, reliable, and efficient technologies. Our new teammate will be able to: Supervise the CSU Technicians. Assigns, prioritizes, and reviews work for the thirteen (13) CSU technician positions. Ensures compliance with best practices and applicable policies of the agency. Serves as a professional Senior Specialist in Customer Services within the Information Technology Division (ITD), reporting directly to the IT Customer Support - Manager. Provides the technical expertise and support services for major systems, databases, and/or information technology projects that impact mission critical agency programs. Acts as a liaison between CSU other ITD units to improve the daily workflow and overall communications between units. Independently monitors and maintains Help Desk ticketing system reporting for CSU proficiencies. Assists the Infrastructure Operations (IO) team in the creation of images for WSP desktop, laptop, and tablet computers. Qualifications Required Qualifications: At least six (6) years of relevant information technology experience, such as: Help desk/desktop support IT program/project management Supervising staff that performed work in any of these areas At least two of the six years must have been in a customer service environment providing technical support to customers, troubleshooting and resolving IT hardware and software issues, and utilizing a help desk ticketing system, or supervising staff that performed this work. OR An Associate's degree or higher in Computer Science or Information Technology and a minimum of three (3) years of working experience in an IT Customer Support enterprise environment, military or DoD role. Three (3) years’ experience in the support and use of the following technologies/software: Microsoft Windows 10 or higher operating systems Microsoft Office products Wireless devices Network connectivity Smart device technology Enterprise Mobility Management technology The ability to supervise staff and/or management experience with persons hired, evaluated, and disciplined. Demonstrated skills in at least two of the following: Leading, managing, coaching, and mentoring technical and/or business/professional staff Strategic planning and organizational development Communicating effectively across a broad range of personnel and management levels Learning new and complex information quickly Written and oral communication Team building, negotiation, and conflict resolution Why work for the Washington State Patrol? A healthy life/work balance by offering flexible schedules and telework options for most positions. An Infants at Work Program that is based on the long-term health values of infant-parent bonding and breastfeeding newborns. Continuous growth and development opportunities. Opportunities to serve your community and make an impact through meaningful work. Employment opportunities that recognize military veterans and/or military spouse per Governor Executive Order 19-01. Qualification for the Public Loan Forgiveness Program. NOTE: This is not a full-time telework position. Candidates must be able and willing to work in the office and commute tohere. . A hybrid work schedule may be available after training and/or probationary period has been successfully completed. Supplemental Information Applicants claiming veterans preference must attach a copy of their DD214 (SSN must be blacked out). If you do not provide the required documentation, the veterans preference will not be awarded. Please click here to determine your eligibility. For more information regarding how to apply for this position, please click here (Download PDF reader). WSP Policy 1.04.020 - WSP does not engage in, or assist with, civil immigration enforcement, therefore; In no stage of the hiring process will the immigration status of family members of the candidate be investigated by the Washington State Patrol. Questions? Please contact Aleesha Brown at (360) 704-2312 or via e-mail at aleesha.brown@wsp.wa.gov. Check us out on: WSP’s Website | Facebook | Twitter | Instagram | YouTube | LinkedIn