Description IT Customer Support - Entry Desktop Support Technician Camp Murray, WA This position reports to the Network and Operations Manager within the Network and Desktop Operations Unit and is responsible for providing tier 1 and tier 2 of technical support for desktop computer hardware, software, and mobile devices for the agency. This is a civilian position and does not require military service affiliation. About the Washington Military Department Protecting 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 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.gov In 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. Duties Responsibilities Include: • Assist customers with print/scan capabilities, M365 office applications to include Teams Telephony, file share access, network access, and other customer needs. • Resolve computer and application issues both on campus and remotely. • Troubleshoot, identify, and diagnose root cause; restore technical service and equipment. Troubleshoot issues and gather enough information to assist the Tier 2 technician when the ticket needs to be escalated. • Image computers and complete configuration with the customer. • Respond to security alerts and mitigate vulnerabilities. • Develop detailed technical documentation related to software installation and complex troubleshooting procedures for IT staff and How-To guides for customers. • Responsible for identifying systems that meet customer needs based on their requirements, generating quotes, receiving equipment, configuring, and tracking equipment through lifecycle. • Coordinate surplus of obsolete equipment. Qualifications REQUIRED Five 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. 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 Education: • Associate degree in computer science or related information technology field. Certification: • CompTIA A+ certification • CompTIA Network+ certification • CompTIA Security+ certification Experience: • One year of network level server management and support experience. • Installing and maintaining Microsoft Windows 10 operating systems. • Installing and maintaining Microsoft Office Suite 365. • 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. 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. Supplemental Information Compensation: Wage/salary depends on qualifications or rules of promotion. CONDITIONS OF EMPLOYMENT COVID-19 Vaccination: On August 9, 2021, Governor Jay Inslee issued Proclamation 21-14, a COVID-19 Vaccination Requirement for state employees. As a result, all employees of the Washington State Military Department must be fully vaccinated by hire date as a condition of employment. Pursuant to this mandate, you will be required to provide proof of vaccination as part of the hiring process. Candidates needing information on a medical or religious accommodation may email the assigned recruiter within the State Human Resource Office at Mistina.Venesky@mil.wa.gov Background 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 covered by a union shop provision - Washington Federation of State Employees. 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 uses 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: A choice between a Tuesday through Friday (4/10 schedule): Monday through Thursday (4/10 schedule): or Monday through Friday (5/8 schedule). Actual hours will start no earlier than 6:00 am and end no later than 6:00 pm, and will include core business hours of 8:00 am to 4:00 pm. Telework: This position is not eligible for telework. 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 up to 5%, to include overnight stays. Application Process Individuals interested in applying for this position should select the "Apply" button and submit the following: • A current state application profile, and • Responses to the Supplemental Questions (Note that your responses to the supplemental questions will be used for interview selection), and • A list of three professional references. Please include at least two past/current supervisors, one peer and subordinate if applicable. For each reference include the following: • Name • Professional Title • Working Relationship • Daytime Phone Number • Email Address • * 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 and those referring to "see resume" will disqualify you for consideration of employment from this recruitment. This recruitment may be utilized to fill additional IT Customer Support - Entry vacancies for up to 60 days after recruitment closing date. If you have questions about the application process or this recruitment, please email Mistina Venesky at mistina.venesky@mil.wa.gov 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 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 Telecommunications Device for the hearing impaired at (253) 512-7298.