IT Customer Support – Entry (ITCSE/ETS)

Description

IT Customer Support - Entry (ITCSE/ETS)

71028941

Are you eager to contribute to your team and help maintain a seamless, productive technological environment for the Health Care Authority? This is a great opportunity as an entry level customer support IT professional for a motivated individual with a passion for delivering strong customer service, who also seeks the responsibility to resolve technical issues efficiently. 

All HCA employees will apply an equity lens to their work, which may include but is not limited to all analyses of core business and processes.

About the division: 

The Enterprise Technology Services (ETS) division develops and provides all information technology services and solutions throughout the HCA and externally with partner agencies. ETS has 114 solutions, applications, and databases in its IT portfolio.  

A critical function behind all of HCA and HCA’s IT solutions and services in ETS is the Service Desk that provides a single point of contact for computer, phone and IT systems and applications originating from the agency. This Service Desk position reports to the End-User Support Supervisor.   

About the position: 

As a technical support representative on the Service Desk, this position has the primary responsibility to assist all agency staff and satellite locations interacting with ETS services to provide tier 1 and 2 IT computer support. With a focus on first call resolution, the position requires root-cause analysis and troubleshooting.

This position is eligible to telework but is required to report on-site 2 days per week to meet business need. The default assigned work location of all Health Care Authority (HCA) positions – both on-site and telework eligible positions – is within the State of Washington. This position reports to Olympia, WA. Frequency of onsite work will vary based on business and operational needs. HCA has currently suspended the ability to support out-of-state telework.

Duties

Some of what you will do: 

• Perform the initial triage of incoming requests, providing initial assessment, troubleshooting, and resolution for all tier 1 and tier 2 requests in ServiceNow via all approved methods of communication.
• Responsible for focusing on first call resolution to minimize support tickets being escalated.
• Remote into agency staff workstations to identify issues with system or applications.
• Troubleshoot conference room computer, audio/video and online collaboration software inside HCA conference rooms.
• Perform tier 1 support for the agency’s print services.
• Clearly and precisely documents customer issues, troubleshooting actions taken, steps to reproduce client issues, work performed, validation of customer information and resolution of issues.

Qualifications

Required qualifications:

Qualifying candidates will satisfy one of the following criteria options:
  
Option 1:

• Associate degree and 
• 12 months of professional information technology experience in providing technical support such as diagnosis, troubleshooting/problem resolution, and/or maintenance work with progressive professional experience 

Option 2:

• Three years of professional information technology experience in providing technical support such as diagnosis, troubleshooting/problem resolution, and/or maintenance work with progressive professional experience 

Qualifying candidates will also satisfy all of the following qualifications:

• One or more years of experience supporting collaboration solutions such as Microsoft Teams or Zoom
• One or more years of experience troubleshooting Windows 10/11 operating system
• One or more years of experience troubleshooting Microsoft Office 365

Preferred qualifications:

• Experience in an information technology call center environment
• Experience using a robust IT ticketing system such as ServiceNow or Remedy
• Enterprise-level IT customer support experience
• Experience with Active Directory, Microsoft Configuration Manager, and/or Microsoft InTune Administration Center
• CompTIA A+, Security+, or Network+

How to apply: 

Only candidates who reflect the minimum qualifications on their NEOGOV profile will be considered. Failure to follow the application instructions below may lead to disqualification. To apply for this position, you will need to complete your profile which includes three professional references and attach:

• A cover letter that specifically addresses how you meet the qualifications for this position
• Current resume 

To take advantage of veteran preference, please do the following:

• Attach a copy of your DD214 (Member 4 long-form copy), NGB 22, or USDVA signed verification of service letter. 
• Please black out any PII (personally identifiable information) data such as social security numbers. Include your name as it appears on your application in careers.wa.gov. 

Supplemental Information

About HCA: Functioning as both the state's largest health care purchaser and its behavioral health authority, the Washington State Health Care Authority (HCA) is a leader in ensuring Washington residents have the opportunity to be as healthy as possible.

There are three pillars of our work: Apple Health (Medicaid); the Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) programs; and behavioral health and recovery. Under these pillars, HCA purchases health care, including behavioral health treatment for more than 2.7 million Washington residents and provides behavioral health prevention, crisis, and recovery supports to all Washington residents. 

What we have to offer:

• Meaningful work with friendly co-workers who care about those we serve Voices of HCA 
• A clear agency mission that drives our work and is person-centered HCA's Mission, Vision & Values
• A healthy work/life balance, including alternative/flexible schedules and mobile work options.
• A great total compensation and benefit package WA State Government Benefits
• A safe, pleasant workplace in a convenient location with restaurants, and shopping nearby. 
• Tuition reimbursement
• And free parking! 

Notes:

This position is covered by the Washington Federation of State Employees (WFSE). Once the listed position(s) is(are) filled, this recruitment announcement may also be used to fill additional position(s) for up to sixty (60) days.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment.

HCA is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency. HCA has five employee resource groups (ERGs). ERGs are voluntary, employee-led groups whose aim is to foster a diverse, inclusive workplace aligned with HCA’s mission. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. Studies have shown women, racial and ethnic minorities, and persons of disability are less likely to apply for jobs unless they feel they meet every qualification as described in a job description. Persons over 40 years of age, disabled and Vietnam era veterans, as well as people of all sexual orientations and gender identities are also encouraged to apply. If you have any questions about the required qualifications or how your experience relates to them, please contact us at [email protected]. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact Jake Nelko at [email protected] or 360.725.0945.

The Washington State Health Care Authority (HCA) is an E-Verify employer. All applicants with a legal right to work in the United States are encouraged to apply. 

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

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