IT Support Technician 2 - Business Services Division - Permanent
- Olympia, WA
- $4,119-5,531 per month
- Permanent
- Full-time
WDFW Program- Information Technology Services Program - Business Services Division
Duty Station- *Olympia, Washington - Thurston County*This position is expected to report to the duty station in Olympia five (5) days per week.Learn more about being a member of !Photo Caption: Big-headed clover - Photo Credit: Alan BauerThe Washington Department of Fish and Wildlife is seeking a customer-focused IT professional to join the Information Technology Services Division (ITS) in support of the Licensing Division's public-facing mobile applications.This role provides Tier 1 technical support by assisting customers over the phone or digital platforms, troubleshooting issues, and escalating complex problems to Tier 2 or 3 support teams, including external vendors when needed. As the lead for triaging the mobile support ticket queue, this position ensures efficient resolution of issues while supporting standardized processes for user acceptance testing, quality assurance, and feedback to improve the customer experience. This is a key role that combines strong customer service skills with technical problem-solving to support licensing operations critical to the agency's mission in wildlife management, compliance, and public service.What to Expect-Among the varied range of responsibilities held within this role, the IT Support Technician will,Lead Customer Service and Technical Support for public facing web and mobile technology solutions
- Gain, retain and articulate current & new mobile solution technology information, which refers to services that are made available to a user while they are on the go. This technology goes where the user goes.
- Responsible for participating in, making recommendations regarding methods for improving practices, and addressing challenges.
- Responsible for assisting supervisor with the development, establishment, maintenance, implementation, and completion of activities and priorities for the work unit.
- Acts as the liaison between the Customer Support team and tier 2 and tier 3 support teams, Business Technical Unit (BTU), IT Division's Biological Data Services (BDS) team, and WILD system vendor as needed.
- Acts as the subject matter expert on behalf of the Customer Support team for all Licensing Division projects and IT system testing.
- Responds to customer & internal staff inquiries courteously and professionally.
- Guides customers & internal staff to the appropriate programs as needed.
- Responds to Public and Agency Correspondence and Communications
- Assisting external & internal customers with Tier 1 support via phone or email correspondences
- Assisting the BTU & BDS in designing, developing & enhancing web applications through Quality Assurance and user acceptance testing and developing testing scripts.
- Assists in requirements gathering for the development and maintenance of Agency web and mobile technologies and customer support processes.
- Performs user acceptance testing for web and mobile testing
- Uses the Washington Interactive Licensing Database (WILD) system and associated applications to complete timely updates, corrections, and maintenance of quality customer profiles.
- Completes data updates to customer profiles routinely using information obtained from customers, and WILD database.
- Proactively monitors, troubleshoots, diagnoses, and escalates application, network, and server related issues with Apple & Android devices.
- Proactively monitors customer requests identifying issues and escalates application, network, and server related issues per established procedures and service levels (Business Technical Unit (BTU) and/or the IT Division's Biological Data Services (BDS)).
- Completes data updates to customer profiles routinely using information obtained from customers, and WILD database.
- Interprets and applies laws, regulations, rules, policies, and procedures in the resolution of licensing inquiries, complaints, problems, revenue adjustments, and of other tasks associated with this position.
- Maintains a level of expertise in licensing rules, regulations, policies, procedures, legislation, and technical expertise in automated licensing applications.
- Works with supervisor and unit staff to develop, maintain, and complete a personal training schedule.
- Assists supervisor with developing, implementing and maintaining operations manual for all methods and procedures that are necessary to support and achieve results of each work unit activity.
Travel: Employees may be required to attend trade shows, fair events, or a WDFW authorized dealer.
Customer interactions: Employee will interact with both internal and external customers.Qualifications:The successful candidate will have all of the following:
- High School diploma or GED equivalent
- One (1) year experience in Customer Service or Washington Interactive Licensing Division (WILD) System
- Two (2) years of experience doing customer support for technical aspect.
- Equivalent education/experience.
- A completed online application showcasing how your qualifications align with the job requirements.
- An up-to-date resume.
- A cover letter detailing your interest in the position, your relevant skills and experience, and why you are the ideal candidate.
- At least three professional references with current contact information.
- Notify us of your veteran or military spouse status by email at
- Please redact any PII (personally identifiable information) data such as social security numbers.
- Subject line must include recruitment number, position, and spouse/veteran (example: 2024-1234 - Biologist 1 - Veteran)
- Include your name as it appears on your application in careers.wa.gov.