IT Support Technician 1 | Information Services Division | Tumwater

Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov . Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com . Position and Salary The Attorney General's Office is recruiting for a permanent full time IT Support Technician 1 in the Information Services Division. This position is located in Tumwater, Washington, and is not union-represented. IT Support Technician 1 Salary Range 42: $45,024 - $60,132 The base pay offered will take into account internal equity and may vary depending on the preferred candidate's job-related knowledge, skills, and experience. The AGO provides a workplace that is understanding of work-life balance and promotes advancement by offering a wide variety of professional development and growth opportunities.

Excellent benefits:

Washington State offers one of the most competitive benefits packages in the nation, including Medical/Dental/Vision for employees & dependent(s); Vacation, Sick, and Other Leave; 11 Paid Holidays per year; Public Employees Retirement System (PERS) plans; and Life Insurance. Beyond these traditional benefits, we offer Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave, and more. With the goal of employee health and wellness, we also offer: Flexible schedules and part-time/hybrid telework options; A Wellness Program, an Infants in the Workplace Program, and the Employee Assistance Program, which provides counseling, webinar, and other cost-free support resources; Numerous employee-driven affinity groups to foster community and connection, including Bereavement, Elder Care, Parenting, POC, LGBTQ+, Veterans and more. The AGO is a place to belong and make a difference! About the

Information Services Division:

The Information Services Division (ISD) provides strategic technology leadership, support and consulting for legal technologies and platforms. ISD leads the design, development, and delivery of all AGO technology systems and applications, including enterprise infrastructure, voice services and secure network environments. The division also maintains the operations of software and cloud platforms (private and public) to provide AGO staff access to their confidential work product and communications, ensuring solutions are tailored to the AGO's unique legal and operational needs. ISD has multiple units that provide project management and business analysis service, electronic library services, custom software development, business intelligence, data management services, and eDiscovery litigation technical support. Through rigorous governance and cybersecurity controls. ISD ensures compliance with state governance policies/standards and that all technology services function properly and securely. Duties and Essential Functions of an IT Support Technician 1 Manage/Process ITService Desk Workflow Provide first-line technical support to customers, ask questions and work to provide or explain possible solutions. Performs initial problem diagnosis, determines structured responses to known issues. Processes requests for resources, such as new users, change access and similar. Use helpdesk software to log calls with descriptions of issues, progress and solutions. Follow up on outstanding requests to ensure timely resolution. Troubleshoots and remediates computer workstation, printer, network connectivity, and software issues and initiates customer service tickets and documents all troubleshooting steps taken. Escalates complex incidents and requests based on customer impact and access limitations - sometimes advanced fact gathering is required to more clearly define area of the problem. Resets passwords in agency applications and network services. Perform software installations on customer computers. Create and Maintain Documentation Provides support for questions and navigation help in all agency applications using a knowledge base or known errors database Assist Field Support staff Provide regularly scheduled on-site technical support for agency personnel. Perform troubleshooting and resolution of documented issues related to software and hardware. Provide technical support for conference room technology. Perform software installation. Activate Network Ports. Customer training in all interactions This recruitment announcement may be used to fill multiple open positions for the same classification, in addition to the position(s) listed in this announcement. Required Qualifications This position requires high school graduation or equivalent and one year of Customer Service experience with an emphasis on first call resolution and follow-through. Skills & Abilities The most competitive candidates will possess the following desired qualifications: Basic understanding of TCP/IP, Active Directory (user creation/deletion, password resets), and anti-virus concepts. 12 Months experience supporting software products such as Microsoft Word, Excel and Outlook. Comp TIA A+ certification,

Microsoft Certified:

Fundaments, ITIL Foundation, or similar certifications related to Service Desk, Networks or System Administration. About the Washington State Office of the Attorney General The Attorney General's Office (AGO) touches the lives of every resident in this state. We serve more than 230 state agencies, boards, commissions, colleges and universities, as well as the Legislature and the Governor. The Office is comprised of nearly 700 attorneys and 800 professional staff, all working together to deliver the highest quality professional legal services to Washington state officials, agencies, and entities.

This includes:

Economic justice and consumer protections (safeguarding consumers, protecting youth, seniors, and other vulnerable populations) Social justice and civil rights (addressing discrimination, environmental protection, and veteran and military resources) Criminal justice and public safety (investigative and prosecutorial support, financial crimes) And much more ! Our agency also has national reach, representing the State of Washington before the Supreme Court, the Court of Appeals and trial courts in all cases that involve the state's interest. If you want to make a difference, we may be the perfect fit for you! Learn more about the AGO here . Commitment to Diversity Diversity is critical to the success of the mission of the AGO. This means recognizing, respecting, and appreciating all cultures and backgrounds-- and fostering the inclusion of differences between people. Appreciating, valuing and implementing principles of diversity permits AGO employees to achieve their fullest potential in an inclusive, respectful environment. One recent measure of the AGO's commitment to diversity can be found in its nomination for Rainbow Alliance and Inclusion Network's "Outstanding Agency Award" in 2019. Our commitment to employee wellness is reflected in earning the 2024 Zo8 Washington Wellness Award. Application Instructions In addition to completing the online application, applicants must attach the following documents to their profile in order to be considered for this position: A letter of interest, describing your specific qualifications for the position; A current resume detailing experience and education. Read the

Following Information Completely:

Carefully review your application for accuracy, spelling and grammar before submitting. You may not reapply to this posting for 30 days. The initial screening of applications will be solely based on the contents and completeness of the "work experience" and "education" sections of your application in www.careers.wa.gov , completeness of the application material submitted, and responses to the supplemental questionnaire. A resume will not substitute for completing the "work experience" section of the application. All information may be verified and documentation may be required. The Washington State Office of the Attorney General does not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov. Equal Employment Opportunity and Accommodations Requests Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees and volunteers enjoy a respectful, safe and supportive working environment. Only by fostering the inclusion of people from all backgrounds, cultures and attributes, can AGO employees and volunteers achieve their fullest potential and best advance the goals and mission of the AGO. The AGO is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation/gender identity, age, disability, honorably discharged veteran or military status, retaliation or the use of a trained dog guide or service animal by a person with a disability. Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov . Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com . For questions regarding this recruitment or assistance with the application process, please contact the recruitment team at HREmployment@atg.wa.gov. 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 .