Network/Desktop Support Technician (IT Customer Support - Entry)

Network / Desktop Support TechnicianIT Customer Support - EntryCamp Murray, WAThis position reports to the Network and Desktop Operations Supervisor and is responsible to provide tier 1 and tier 2 technical support for desktop computer hardware, software, and mobile devices for the agency. Responsible to apply advanced technical knowledge to independently identify and resolve complex issues with desktop computer systems and related components. This position is the primary desktop support position providing statewide support to assigned divisions. This includes on-site and remote-site support to staff with high-level computing resources, customized hardware, and software solutions required to meet the strategic and business needs of the agency.This is a civilian position and does not require military service affiliation.About the Washington Military DepartmentProtecting people is our passion. At the Washington Military Department, we combine our unique talents to create safer communities and ensure our neighbors and loved ones can recover from whatever emergency might arise. Our agency unites civilian employees with members of the Washington National Guard, creating a team that is deeply committed to public service. We go home at night knowing that our day-to-day work supports activities that truly make a difference. Whether that's partnering with our communities to prepare for a disaster, leading an emergency response, hiring top-notch talent or supporting at-risk kids at our Washington Youth ChalleNGe Academy - the Washington Military Department seeks to safeguard our way of life and those that call Washington home.To learn more about the Washington Military Department, please visit: www.mil.wa.govIn addition to job fulfillment, the Washington Military Department offers an excellent benefits package which includes exceptional health care coverage, a retirement savings plan and job training opportunities.Responsibilities include:Customer Support -• Resolve complex level computer and system issues.• Advanced troubleshooting of computer hardware, mobile devices, operating systems, software applications through a tier 2 level.• Provide technical desktop support for IT Security response efforts to resolve security issues identified by security scans or antivirus alerts.• Troubleshoot software application.• Installs, maintain, configure, and resolve hardware and application problems.System Administration -• Provide support for enterprise network Active Directory and M365 accounts.• Troubleshoot user account issues in the M365 shared tenant sync issues with on-premises Active Directory.• Troubleshoot Multi Factor Authentication and Single Sign On issues in the State M365 shared tenant, requiring advanced admin credentials.• Analyze, troubleshoot, and resolve issues with user email accounts in M365 to include proxy addressing, syncing from on-premises active directory.• Maintain Active Directory Computer accounts, adding new computers to the domain, and remove computers as they are replaced.Network and Telecommunications -• Manage mobile device management software, ensuring cell phones are in compliance with State policies.• Troubleshoot and resolve physical layer networking issues.• Use advanced network analysis tools to identify faults in cable, inactive switch port, or Virtual Local Area Network (VLAN).• Set up and distribute cellular devices.Technical Document Development and Training -• Develop detailed technical documentation relating to software installation and complex troubleshooting procedures for staff.Equipment Inventory Tracking, Development, and Disposal -• Receives, configures, and tracks equipment through lifecycle.REQUIRED QUALIFICATIONSThree years of information technology experience such as analyzing, designing, programming, and/or maintaining computer security applications, hardware, telecommunications, or network infrastructure equipment or technical support in information technology. College level education may substitute for this experience on a year-for-year basis.AND (This experience may be gained concurrently with the experience listed above)Two years of experience:• Providing technical consulting and performing installation of IT hardware and software.• Supporting Microsoft Operating systems, Microsoft Office products, and standard Adobe products.DESIRED QUALIFICATIONSEducation:• Associate degree in computer science or related information technology field.Certification:• CompTIA A+ certification• CompTIA Network+ certification• CompTIA Security+ certification• Dell TechDirect certificationExperience:• Two years of desktop/end user support.• One year of network level server management and support experience.• Installing and maintaining Microsoft Windows 10 operating systems.• Installing and maintaining Microsoft Office Suite and O365.• Performing system administration (i.e. managing and resolving problems in network access, performance, patches, and upgrades).• Installing and configuring application software on a computer workstation.Knowledge of:• Remote support software such as RDP, TeamViewer, or other similar tool.• Microsoft Active Directory Users and Computers.• Microsoft O365 Suite.Skills and Abilities to:• Install and support computer hardware and software.• Perform Tier 2 (complex) issue resolution for incoming help requests from end users, including installing and upgrading software, installing hardware, configuring systems and applications.Compensation: Wage/salary depends on qualifications or rules of promotion.CONDITIONS OF EMPLOYMENTBackground Investigation: Must successfully complete the appropriate background checks required for employment. Must be willing to sign releases of information and shall not have access to any investigative materials and files. The processing of background checks can take up to six months post-employment. Failure to successfully pass a background check may be cause for termination.Union Shop Provision: This position is represented by Washington Federation of State Employees (WFSE).Driver's License:• Valid to drive in the State of Washington.• Must meet requirements of the REAL ID Act. This is required for base access and will be required upon hire.Military Facility: Willingness to work on a Military Controlled Access Installation. Camp Murray utilizes the Defense Biometric Identification System (DBIDS) for entry to the installation. Must meet access requirements / background check which can be found in the Camp Murray Access Requirements Policy (Unified Policy No. 18-01). This includes possession of an Enhanced Driver’s License, or other REAL ID Compliant Identification.Work Hours: The standard work schedule is Tuesday through Friday for a 4/10 schedule. The actual work hours will be established between the employee and supervisor and will start no earlier than 6:00am and end no later than 6:00pm.Telework: This position is eligible for telework. The incumbent will work with their supervisor to identify an appropriate work schedule and balance between remote and in person work based on operational need and employee preference. Reporting to the workstation for work activities and meetings will be needed.Emergency Assignment: Upon activation of the State Emergency Operations Center (SEOC) or Joint Field Office (JFO), incumbent may be required to work in an alternate location with rotating shifts, including weekends and evenings, in a highly stressful and fast-paced environment.Travel: Occasional statewide travel may be required.• * HOW TO APPLY **Applications for this recruitment will be accepted electronically via www.careers.wa.gov. It is very important that the "Work Experience" and "Supplemental Questionnaire" portion of the application is completed in as much detail as possible.In order to be considered for this opportunity, please include the following with your online application:• An attached Resume outlining your experience to date.• An attached Cover Letter that further explains your qualifications and indicates why you believe you are a viable candidate for this role.• Contact details for a minimum of three (3) professional references. Please include at least two (2) past/current supervisors, one peer and/or subordinate, if applicable. For each reference include the following:• Name• Professional Title• Working Relationship• Daytime Phone Number• Email AddressNOTE: This information may be entered in the "References" section of the online application or can be an attached document.• * A resume will not substitute for completing the "work experience" section of the application.The information provided in your application must support your supplemental questionnaire responses. Responses not supported in your application will disqualify you for consideration of employment from this recruitment.This recruitment may be utilized to fill additional IT Customer Support - Entry vacancies as they become available for 60 days after the closing date.If you have questions about the application process or this recruitment, please email Mistina Venesky at mistina.venesky@mil.wa.govTechnical Support: Reach out to NEOGOV directly at 1-855-524-5627 for technical support and login issues.The Washington Military Department 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. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, disabled and Vietnam era veterans, as well as people of all sexual orientations and gender identities are encouraged to apply. Persons with disabilities and/or limited English proficiency needing assistance in the application process, or those needing this job announcement in an alternative format may contact the Recruitment Section of State Human Resources at: Email: mistina.venesky@mil.wa.gov, Call: (253) 512-7389, or 711