State of Washington
IT Customer Support - Entry (Olympia/Hybrid)
State of Washington, Olympia, Washington, United States, 98502
Salary:
$5,249.00 - $7,062.00 Monthly Location :
Thurston County - Olympia, WA Job Type:
Full Time - Permanent Remote Employment:
Flexible/Hybrid Job Number:
2025-06092 Department:
Dept of Children, Youth, and Families Division:
Information Technology Opening Date:
09/09/2025
Description Our vision is to ensure that "Washington state's children and youth grow up safe and healthy-thriving physically, emotionally, and academically, nurtured by family and community." Job Title:
IT Customer Support - Entry Location : Thurston County - Olympia, Washington (Hybrid, In-office Monday and Tuesday) Closes:
September 23rd, 2025 Salary:
$5,249.00 - $7,062.00 Monthly
The Opportunity: This position works within the Enterprise IT Support Services Field Unit within the DCYF IT division, and reports to the System Admin - Journey Supervisor for their area, who reports to the Senior Manager of Enterprise IT Support Services, who reports to the Deputy Chief Information officer, who reports to the Chief Information Officer.
Some of what you will get to do: Provide technical assistance to non-technical users while maintaining a high level of customer service. Assist with setup and relocation of desktop hardware and workspaces. Support external client applications and services used by DCYF staff. Manage system access requests for multiple internal and external systems. Troubleshoots network accessibility of all external users. Ensures that incoming help requests are responded to and resolved in a timely manner. Provides technical assistance and support to other IT desktop support technicians. Ensures that incidents reported to the Service Desk are tracked, logged, assigned, updated and completed. Required Qualifications: Two (2) years of professional customer service experience assisting customers in person or over the phone in the information technology field AND
Experience with modern, supported versions of all Microsoft Windows and Office versions/features. Experience with imaging/deployment technologies and installing client operating systems. Commitment to equity, inclusion, and respectful workplace principles.
In addition to those required qualifications, our ideal applicant will also have some or all of the following:
Two (2) years of information technology support experience. Comp TIA A+ or the ability to pass the Comp TIA A+certification. Experience in Microsoft Windows operating systems, Microsoft Office productivity software and troubleshooting desktop issues. Knowledge of Famlink case management system. Knowledge of ACT case management system. Knowledge of WaCompass licensing system. How do I apply? Complete your applicant profile on careers.wa.gov and attach the following documents:
Current resume detailing experience and education. Letter of Interest.
Supplemental Information:
The Department of Children, Youth, and Families (DCYF) is committed to Washington's children and youth growing up safe, healthy, and thriving. We invite all candidates to join us in our mission to create a diverse and equitable workplace that reflects the communities we serve. If you are excited about this role but you believe that your education and/or experience might not align perfectly with every qualification in the job posting, we encourage you to apply anyway. The Department of Children, Youth, and Families (DCYF) is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability. This recruitment may be used to fill multiple vacancies. If you have any questions pertaining to this recruitment or if you would like to request an accommodation throughout the application/interview process, contact Cole Alford (Talent Acquisition Specialist) at cole.alford@dcyf.wa.gov. If you're experiencing technical difficulties creating, accessing or completing your application, call NEOGOV toll-free at (855)524-5627 or emailsupport@neogov.com. "Applicants who meet the minimum qualifications and wish to claim Veteran's Preference MUST attach a copy of their DD214 or NGB Form 22, or other verification of military service. Please blackout (redact) the social security number before attaching any documents. For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here. Persons needing accommodation in the application process or this announcement in an alternative format may call the Telecommunications Device for the Deaf (TDD) at 360-664-1960.
sing, or completing your application, call NEOGOV toll-free at (855)524-5627 or email More than Just a Paycheck! Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits: The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note:
If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note:
Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave) Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note:
Most agencies follow the civil service rules covering leave and holidays for
exempt
employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave Leave Sharing
Family and Medical Leave Act (FMLA) Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 07-21-2025 01
How many years of experience do you have in a customer service role, either in IT or another industry?
Less than 1 year One (1) to two (2) years of this experience. Two (2) to three (3) years of this experience. Three (3) to four (4) years of this experience. Four (4) to five (5) years of this experience. More than five (5) years of this experience. None of this experience.
02
Please briefly describe your experience providing IT Service Desk support. 03
Which of the following best describes your experience supporting remote users?
Willing (Little or no experience or training regarding this competency, but interested and willing to learn). Developing (Developing knowledge and skills regarding this competency through completion of an employer sponsored training or higher education program, OR through at least 6 months of experience applying the competency in the workplace). Skilled (Successfully and regularly applied the competency in the workplace. Recognized by others as demonstrating ample knowledge and skills regarding the competency. Generally, this is achieved through 1 to 3 years of experience). Expert (Application of this competency is polished to excellence and is extensive in nature. Recognized by others as demonstrating exceptional knowledge and skills regarding this competency. Generally, this is achieved through 3 or more years of experience). None of the above
04
How many years of experience do you have working with Windows Operating Systems and Microsoft Office Products?
I have less than one (1) year of this experience. I have one (1) to two (2) years of this experience. I have three (3) to four (4) years of this experience. I have five (5) to six (6) years of this experience. I have more than six (6) years of experience.
05
How much information technology experience do you have using a ticketing system
I have up to one (1) year of experience. I have two (2) years of experience. I have three (3) years of experience. I have four (4) or more years of experience. I do not have any experience.
06
How did you hear about this career opportunity (select all that apply)?
Washington State's career website: www.careers.wa.gov Washington State Work Source office or website (Go2WorkSource.com) Washington State employee DCYF Recruiter College/university career fair or website Diversity network meeting/event Indeed LinkedIn ZipRecruiter Handshake Other
07
If you selected 'College/university career fair or website', 'Diversity network meeting/event', 'Online job boards', or 'Other' above, please specify which college, university, diversity network meeting/event, online job boards and/or describe 'Other' below. Required Question
$5,249.00 - $7,062.00 Monthly Location :
Thurston County - Olympia, WA Job Type:
Full Time - Permanent Remote Employment:
Flexible/Hybrid Job Number:
2025-06092 Department:
Dept of Children, Youth, and Families Division:
Information Technology Opening Date:
09/09/2025
Description Our vision is to ensure that "Washington state's children and youth grow up safe and healthy-thriving physically, emotionally, and academically, nurtured by family and community." Job Title:
IT Customer Support - Entry Location : Thurston County - Olympia, Washington (Hybrid, In-office Monday and Tuesday) Closes:
September 23rd, 2025 Salary:
$5,249.00 - $7,062.00 Monthly
The Opportunity: This position works within the Enterprise IT Support Services Field Unit within the DCYF IT division, and reports to the System Admin - Journey Supervisor for their area, who reports to the Senior Manager of Enterprise IT Support Services, who reports to the Deputy Chief Information officer, who reports to the Chief Information Officer.
Some of what you will get to do: Provide technical assistance to non-technical users while maintaining a high level of customer service. Assist with setup and relocation of desktop hardware and workspaces. Support external client applications and services used by DCYF staff. Manage system access requests for multiple internal and external systems. Troubleshoots network accessibility of all external users. Ensures that incoming help requests are responded to and resolved in a timely manner. Provides technical assistance and support to other IT desktop support technicians. Ensures that incidents reported to the Service Desk are tracked, logged, assigned, updated and completed. Required Qualifications: Two (2) years of professional customer service experience assisting customers in person or over the phone in the information technology field AND
Experience with modern, supported versions of all Microsoft Windows and Office versions/features. Experience with imaging/deployment technologies and installing client operating systems. Commitment to equity, inclusion, and respectful workplace principles.
In addition to those required qualifications, our ideal applicant will also have some or all of the following:
Two (2) years of information technology support experience. Comp TIA A+ or the ability to pass the Comp TIA A+certification. Experience in Microsoft Windows operating systems, Microsoft Office productivity software and troubleshooting desktop issues. Knowledge of Famlink case management system. Knowledge of ACT case management system. Knowledge of WaCompass licensing system. How do I apply? Complete your applicant profile on careers.wa.gov and attach the following documents:
Current resume detailing experience and education. Letter of Interest.
Supplemental Information:
The Department of Children, Youth, and Families (DCYF) is committed to Washington's children and youth growing up safe, healthy, and thriving. We invite all candidates to join us in our mission to create a diverse and equitable workplace that reflects the communities we serve. If you are excited about this role but you believe that your education and/or experience might not align perfectly with every qualification in the job posting, we encourage you to apply anyway. The Department of Children, Youth, and Families (DCYF) is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability. This recruitment may be used to fill multiple vacancies. If you have any questions pertaining to this recruitment or if you would like to request an accommodation throughout the application/interview process, contact Cole Alford (Talent Acquisition Specialist) at cole.alford@dcyf.wa.gov. If you're experiencing technical difficulties creating, accessing or completing your application, call NEOGOV toll-free at (855)524-5627 or emailsupport@neogov.com. "Applicants who meet the minimum qualifications and wish to claim Veteran's Preference MUST attach a copy of their DD214 or NGB Form 22, or other verification of military service. Please blackout (redact) the social security number before attaching any documents. For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here. Persons needing accommodation in the application process or this announcement in an alternative format may call the Telecommunications Device for the Deaf (TDD) at 360-664-1960.
sing, or completing your application, call NEOGOV toll-free at (855)524-5627 or email More than Just a Paycheck! Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits: The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note:
If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note:
Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave) Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note:
Most agencies follow the civil service rules covering leave and holidays for
exempt
employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave Leave Sharing
Family and Medical Leave Act (FMLA) Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 07-21-2025 01
How many years of experience do you have in a customer service role, either in IT or another industry?
Less than 1 year One (1) to two (2) years of this experience. Two (2) to three (3) years of this experience. Three (3) to four (4) years of this experience. Four (4) to five (5) years of this experience. More than five (5) years of this experience. None of this experience.
02
Please briefly describe your experience providing IT Service Desk support. 03
Which of the following best describes your experience supporting remote users?
Willing (Little or no experience or training regarding this competency, but interested and willing to learn). Developing (Developing knowledge and skills regarding this competency through completion of an employer sponsored training or higher education program, OR through at least 6 months of experience applying the competency in the workplace). Skilled (Successfully and regularly applied the competency in the workplace. Recognized by others as demonstrating ample knowledge and skills regarding the competency. Generally, this is achieved through 1 to 3 years of experience). Expert (Application of this competency is polished to excellence and is extensive in nature. Recognized by others as demonstrating exceptional knowledge and skills regarding this competency. Generally, this is achieved through 3 or more years of experience). None of the above
04
How many years of experience do you have working with Windows Operating Systems and Microsoft Office Products?
I have less than one (1) year of this experience. I have one (1) to two (2) years of this experience. I have three (3) to four (4) years of this experience. I have five (5) to six (6) years of this experience. I have more than six (6) years of experience.
05
How much information technology experience do you have using a ticketing system
I have up to one (1) year of experience. I have two (2) years of experience. I have three (3) years of experience. I have four (4) or more years of experience. I do not have any experience.
06
How did you hear about this career opportunity (select all that apply)?
Washington State's career website: www.careers.wa.gov Washington State Work Source office or website (Go2WorkSource.com) Washington State employee DCYF Recruiter College/university career fair or website Diversity network meeting/event Indeed LinkedIn ZipRecruiter Handshake Other
07
If you selected 'College/university career fair or website', 'Diversity network meeting/event', 'Online job boards', or 'Other' above, please specify which college, university, diversity network meeting/event, online job boards and/or describe 'Other' below. Required Question