Job Description
Description Working Title- IT Service Desk Specialist Classification- IT Customer Support - Entry Job Status- Full-Time/Non-Permanent WDFW Program- Information Technology Services – Service Desk Duty Station- *Olympia, Washington – Thurston County While this position may offer a telework option, the successful candidate must be available to report to the duty station as needed. Learn more about being a member of Team WDFW ! Photo Caption – Townsend's ground squirrel – Photo Credit: Jay Grate In this role, you’ll enjoy serving as the initial frontline contact, providing timely technical assistance and customer support to end users by troubleshooting and resolving basic IT issues while delivering excellent customer service. WHAT TO EXPECT : Among the varied range of responsibilities held within this role, this position will: Provide Tier 1 Technical Support: This position identifies, diagnoses, and resolves technical issues for users of personal computer hardware and software, users of mainframe interfaces, and users of agency network and internet technology. Solutions are communicated to the end user(s) via telephone, email, Teams chats and in person. Support is provided via telephone, email, Microsoft Teams, in person, and via remote desktop session. Systems used to accomplish this work include, but are not limited to, System Center Configuration Manager, Active Directory, Intune, the Exchange Admin Center, the Jira Service Desk ticketing system and related automated workflows, remote desktop software, an automated call distribution system, various internet browsers, SharePoint, Knowledge bases, and all Microsoft Office applications. Collaborates with other technical teams, collects information, determines solutions, and documents steps for troubleshooting hardware, application, and network related issues resulting in effective request, incident, and problem management. Creates and updates service request and incident report tickets using the Information Technology Infrastructure Library (ITIL) best practices and WDFW’s Information Technology Service Management (ITSM) solution. This position manages user reported issues and provides follow-up on the status of user reported issues. Provide Support Related to Support Requests: Use technical acumen to review all submitted support requests for completeness. Analyze each submitted support request to determine all services which are being requested. Services which may be requested via support request include but are not limited to; requests for computer hardware and peripherals, computer software, permissions to applications and networked resources, telecommunications equipment, and setup, and/or requests to physically move IT hardware to a new location. Ensure all requests are properly approved by an approving authority prior to provision of IT services for the requestor. Create tickets in the IT ticketing system for each service requested. Complete initial troubleshooting for request. Assign tickets to the appropriate support group based on the nature of the request if unable to be resolved at tier 1 level. Access Management: Provision and de-provision employee network and email accounts, administrative privileges, and security permissions, using Active Directory Users & Computers (AD), Active Directory Service Interface (ADSI), the Exchange Admin Center (EAC), proprietary PowerShell scripts, and information received via Human Resources (HR) & the Human Resources Management System (HRMS). The result of this activity is efficacious administration of incoming, transferring, and departing employees’ access credentials, security permissions, and administrative privileges for the agency's ~2,600 computer users. Provision and de-provision physical access card keys for DFW and other staff. Service Desk staff use and adapt DFW business workflows, required forms, and necessary approval mechanisms to provide physical access to the building’s common and restricted areas. Data Retention. Perform data retention activities on departing customer’s computer and network drives in accordance with the agency's public disclosure request guidelines and policies. This is accomplished via partially automated workflows in the Jira ticketing system, as well as remote sessions, onsite storage technology, and long-term offsite storage technology. The result of this activity is mitigation of the agency's public disclosure liabilities. IT Hardware & Software Purchasing: Perform initial data captu