Become a core member of a team that fosters secure, connected, and efficient information systems to maximize program-specific and/or organizational outcomes.

Respond to malware alerts, identifying the presence and nature of the malware, and use industry standard practices to remediate the infection. Act as a technical liaison between vendors and specialized software and/or hardware in use by agency staff and review technology acquisition requests for suitability to meet the business need.

Little Spy – Photo Credit: Misty Mixon

With that in mind,

Picture yourself, working independently; utilizing standard troubleshooting methodologies to discern suitable and effective solutions to resolve all but the most complex problems.

This is an opportunity to utilize your working knowledge of principles, concepts and methodology required for configuration, installation, and troubleshooting of computers, agency unique specialized hardware, and over 550 software applications.

With your experience, you will install, configure, and troubleshoot network hardware and software, including WAN devices, VPN software, and TCP/IP connectivity.

The optimal applicants are skilled in researching solutions to unique issues and situations.

We are seeking a candidate with thorough knowledge of a diverse set of IT solutions that span multiple areas: Service Desk, Desktop Support, Network, Applications, Data, Storage and GIS.

Parenting – Photo credit: Bob Haney

Our Regional Desktop Support Technician,

Provides Desktop Hardware and Software Support:

• Work independently to resolve complex hardware, software, and network issues of all levels of complexity with minimal guidance.
• Configure, install, troubleshoot, and resolve problems with off the shelf and custom developed applications; troubleshoot and resolve mission critical (tier 2) hardware and software issues.
• Remotely respond over the phone and with remote administrative services to customer service requests and incidents regarding enterprise managed hardware and software.
• Provides onsite assistance for software and hardware requests and issues that cannot be resolved remotely.
• Set up equipment for agency employee use, performing or ensuring proper installation of desktop computers, laptops, tablets, peripheral devices, operating systems, and appropriate software for all WDFW employees.
• Modify, develop, and maintain existing technology, independently devise methods and processes to analyze and evaluate problems.

Performs Regional Network, Security and System Management:

• Key network connectivity contact for remote offices; supports remote locations for diagnosing and resolving network connectivity issues.
• Assists with installing and troubleshooting networks in remote facilities unconnected to the state network (hatcheries and satellite offices).
• VPN Support – ensures that remote staff have access to networked resources

Provides software and hardware training to agency staff:

• Identifying common desktop support requests and issues.
• Creates documentation and self-help materials with the goal of reducing common support requests and issue tickets.
• Work one-on-one with staff to teach staff how to best troubleshoot and resolve their common issues.
• When requested, create materials and training plans for group trainings to empower staff to take advantage of new technologies.
• Build hardware and software environments, testing, demonstration, and production runs for desktop and mobile related systems. Answer user inquiries regarding computer hardware and software operation to resolve problems.

WORKING CONDITIONS:

• Work Setting, including hazards:
  • Work is performed in an office setting with extensive computer work.
• Schedule:
  • Typically Monday – Friday, 8:00 a.m. – 5:00 p.m.
  • Schedule may be adjusted based on supervisor approval.
• Travel Requirements:
  • Will require some travel to remote office and regional locations; overnight stays may be required.
  • Some evening and weekend work may be required.
• Tools and Equipment:
  • Standard Desktop Hardware, Laptops, Tablets, Telecommunications and Networking equipment and Software (CPU, MS Office, etc.)
• Customer Interactions:
  • As requested or directed to ensure strategic plans around desktop support functions.

REQUIRED QUALIFICATIONS:

• Four (4) or more years of professional experience in PC hardware/software support.
• Two (2) or more years of professional experience troubleshooting connectivity issues in a networked environment.
• Two (2) or more years of professional experience working with other teams and customers solving incidents and problems in a technical environment.
• Prior experience providing remote PC technical assistance.

PREFERRED QUALIFICATIONS:

• Two (2) or more years of recent information technology experience (such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, providing technical support in information technology.)
• Associate’s degree or higher in Computer Science or related field.
• Two (2) or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role.

Desirable Knowledge, Skills, and Abilities:

• Ability to work remotely, independently, and as a team on a queue of support and incident tickets.
• Familiarity with ITIL Support Best Practices and how they can be applied to the WDFW environment.
• Knowledge of a diverse set of IT solutions that span multiple areas: Service Desk, Desktop Support, Network, Applications, Data, Storage and GIS.
• Comprehensive knowledge of PC software and hardware installation, repair, testing, and troubleshooting. Dell or comparable manufacturer, hardware repair experience is essential.

LICENSES AND CERTIFICATIONS:

• Must possess valid drivers’ license and good driving record.
• Must successfully pass a criminal background check and certify with a criminal justice security program (CJIS), which includes fingerprinting.

CONDITION OF EMPLOYMENT:

WDFW requires all employees to be fully vaccinated with the COVID-19 vaccine as a condition of employment.

You will be required to provide proof of vaccination as part of the hiring process. Please do not upload your vaccination documentation with your application materials - your vaccination status will be verified by your supervisor before you will be allowed to work. Exemptions may be granted for religious or medical purposes.

• A cover letter describing how you meet the qualifications of this position (Generic cover letter will not be accepted).
• A current resume.
• Three professional references.

IMPORTANT NOTES:

All new employees must complete an Employment Eligibility Verification Form (I-9 Form) on their first day of work. If hired for this or any position at WDFW, you will be required to provide documentation proving you are eligible to work in the United States. For a list of acceptable documents, please use the following link: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents

JOIN THE WDFW TEAM:

Learn about our agency and the perks of working for WDFW!

The Washington Department of Fish and Wildlife has some of the most talented people in the natural resource field. We celebrate and value diversity, appreciating that a workforce composed of those from different backgrounds and experiences creates an inclusive environment, strengthens positive relationships with the local community, and brings new perspectives and approaches to fulfilling the agency’s mission. We value demonstrated skill in living WDFW values of Accountability, Service, Professionalism, Integrity, Respect, and Empathy (ASPIRE).

WDFW 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.

UNION - WFSE:

This position is covered by a collective bargaining agreement between the State of Washington, Department of Fish and Wildlife and the Washington Federation of State Employees (WFSE). This recruitment may be used to fill positions in addition to those listed.

Diversity, Equity, and Inclusion Employer

VETERAN PREFERENCE NOTICE:

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

• Subject line should include recruitment number, position, and Vet (for example: #10155 Biologist 1 – Veteran)
• Include your name as it appears on your application in careers.wa.gov.

MILITARY SPOUSE PREFERENCE NOTICE:

To take advantage of military spouse preference, please do the following:

• Notify us of your military spouse status by email at RecruitmentTeam@dfw.wa.gov.
• Subject line should include recruitment number, position, and MS (for example: #10155 Biologist 1 – MS)
• Include your name as it appears on your application in careers.wa.gov.

As part of WDFW’s efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications. Therefore, we want to ensure that all individuals feel welcome, are treated fairly and respectfully. All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington.

The Department of Fish and Wildlife 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, disabled and Vietnam era veterans and people of all sexual orientations and gender identities are encouraged to apply.

Persons needing accommodation in the application process or this announcement in an alternative format may call (360) 902-2276 or the Telecommunications Device for the Deaf (TDD) at (800) 833-6388.

If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or support@neogov.com.

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