State of Washington
State of Washington is hiring: IT Customer Support Senior/Specialist (Olympia) i
State of Washington, Olympia, WA, US, 98502
Salary: $7,010.00 - $9,429.00 Monthly
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number: 2025-06093
Department: Dept of Children, Youth, and Families
Division: Information Technology
Opening Date: 09/09/2025
Closing Date: 9/23/2025 11:59 PM Pacific
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 Senior/Specialist (Service Desk Supervisor)
Location: Olympia, WA (Hybrid with in-office days on Monday and Tuesday)
Closes: September 23rd, 2025
Salary: $7,010.00 - $9,429.00 Monthly
The Opportunity:
As a Customer Support Senior/Specialist, you will play a key role in providing high-level customer support to DCYF staff and external partners such as AAG, Tribes, Providers, and community organizations. This position serves as the first point of contact for technical assistance, guidance, and training on new and evolving technologies. You will act as a liaison between IT units, field staff, and business areas to ensure strong collaboration and effective solutions.
In this role, you will supervise, mentor, and train Customer Support staff while contributing to the development of a robust Service Desk. Your broad technical expertise will be essential in analyzing complex issues, identifying and implementing solutions, and improving processes that enhance the customer experience. This is an opportunity to lead by example, foster teamwork, and strengthen the agency's IT support capabilities.
Click here to learn more about
Some of what you will get to do:
Complete your applicant profile on careers.wa.gov and attach the following documents:
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.
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 do you best qualify for this position.
02
Please select which of the following you have.
03
Which of the following best describes your level of experience in managing a team of customer service IT experts?
04
How did you hear about this career opportunity (select all that apply)?
05
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
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number: 2025-06093
Department: Dept of Children, Youth, and Families
Division: Information Technology
Opening Date: 09/09/2025
Closing Date: 9/23/2025 11:59 PM Pacific
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 Senior/Specialist (Service Desk Supervisor)
Location: Olympia, WA (Hybrid with in-office days on Monday and Tuesday)
Closes: September 23rd, 2025
Salary: $7,010.00 - $9,429.00 Monthly
The Opportunity:
As a Customer Support Senior/Specialist, you will play a key role in providing high-level customer support to DCYF staff and external partners such as AAG, Tribes, Providers, and community organizations. This position serves as the first point of contact for technical assistance, guidance, and training on new and evolving technologies. You will act as a liaison between IT units, field staff, and business areas to ensure strong collaboration and effective solutions.
In this role, you will supervise, mentor, and train Customer Support staff while contributing to the development of a robust Service Desk. Your broad technical expertise will be essential in analyzing complex issues, identifying and implementing solutions, and improving processes that enhance the customer experience. This is an opportunity to lead by example, foster teamwork, and strengthen the agency's IT support capabilities.
Click here to learn more about
Some of what you will get to do:
- Provide end-user support for client applications on desktops, laptops, tablets, and other mobile devices.
- Install, configure, and troubleshoot Microsoft Windows and Microsoft Office, Microsoft SharePoint and any other Microsoft Office Suite and M365.
- Install, configure, and troubleshoot various Adobe products.
- Troubleshoot basic hardware support issues.
- 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.
- Monitors and inspects progress to ensure continuity and timely completion of work.
- Develops and implements training and development plans to provide cross training of employees.
- Monitors/assigns central support work and work orders to staff for queues and tiers as needed.
- recruit quality and appropriate skilled staff for the continuity of highly available agency desktop support technicians.
- Sets goals and objectives, develops tactics to implement, and develop performance measurements and standards for the purpose of ensuring individual and IT performance objectives are met.
- Five (5) years of information technology experience maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, providing customer or technical support in information technology, troubleshooting/problem resolution experience AND one (1) year of supervising staff that performed work in any of these information technology disciplines listed above. or analyzing, designing or programing computer systems applications or databases will substitute for education based on year for year.
- Associate of Arts (AA), Computer Science (CS) Degree AND four (4) years of information technology experience maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, providing customer or technical support in information technology, troubleshooting/problem resolution experience AND one (1) year of supervising staff that performed work in any of these information technology disciplines listed above or analyzing, designing or programing computer systems applications or databases will substitute for education based on year for year.
- A Bachelor's degree including 9 semester or 15 quarter Hours of computer science courses AND two (2) years of information technology experience maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, providing customer or technical support in information technology, troubleshooting/problem resolution experience, AND one (1) year of supervising staff that performed work in any of these information technology disciplines listed above or analyzing, designing or programing computer systems applications or databases will substitute for education based on year for year.
- Comp TIA A+ or the ability to pass the Comp TIA A+ certification.
- 1-year continuous experience providing technical support to customers as part of a service/help desk team.
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.
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 do you best qualify for this position.
- Five years of information technology experience maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, providing customer or technical support in information technology, troubleshooting/problem resolution experience AND One year of supervising staff that performed work in any of these information technology disciplines listed above. or analyzing, designing or programing computer systems applications or databases will substitute for education based on year for year.
- Associate of Arts (AA), Computer Science (CS) Degree AND Four (4) years of information technology experience maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, providing customer or technical support in information technology, troubleshooting/problem resolution experience AND One year of supervising staff that performed work in any of these information technology disciplines listed above. or analyzing, designing or programing computer systems applications or databases will substitute for education based on year for year.
- A Bachelor's degree including 9 semester or 15 quarter Hours of computer science courses AND Two years of information technology experience maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, providing customer or technical support in information technology, troubleshooting/problem resolution experience, AND One year of supervising staff that performed work in any of these information technology disciplines listed above. or analyzing, designing or programing computer systems applications or databases will substitute for education based on year for year.
- None of the above,
02
Please select which of the following you have.
- Comp TIA A+ or the ability to pass the Comp TIA A+ certification.
- 1-year continuous experience providing technical support to customers as part of a service/help desk team.
03
Which of the following best describes your level of experience in managing a team of customer service IT experts?
- I have none of this experience.
- I have one (1) year or less of this experience.
- I have one (1) to two (2) years of this experience.
- I have two (2) to three (3) years of this experience.
- I have three (3) to four (4) years of this experience.
- I have five (5) years or more of this experience.
04
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
- ZipRecruiter
- Handshake
- Other
05
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