NEOGOV · 9 hours ago
DSHS FTAA DIT Customer Support - Senior/Specialist
Thurston County – Lacey, WA
Full-time
Onsite
Senior Level
$84K/yr - $113K/yr
7+ years expNEOGOV is part of the State of Washington's Department of Social and Health Services, seeking a Senior/Specialist for DSHS FTAA DIT Customer Support. The role involves providing IT customer support, managing desktop support services, and ensuring customer satisfaction through effective service delivery.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Provide desktop support for Home and Community Living Administration (HCLA), Finance, Technology, and Analytics Administration (FTAA), Division of Information Technology (DIT), and other Administrations as needed
Independently plans, prioritizes and schedules work on IT requests related to the support of DSHS leadership for daily tasks and current projects, considering staff availability, and rapidly adjusting when necessary to accommodate rapidly changing priorities
Desktop and Customer Support for the customers of HCLA, FTAA and their business partners such as AAA’s and counties
Plans and delivers customer support services, including installation, configuration, troubleshooting and customer assistance for management customer technology
Directs and performs the rigorous application of information security (State, DSHS and Federal), information assurance policies, principles, and practices in the delivery of HCLA customer support services
Directs, coordinates and performs the resolution of issues related to the delivery of services to headquarters staff. Works with team members, network specialists, application developers, and security specialists to prevent recurring problems. Researches, evaluates, and provides resolutions for problematic trends and patterns in customer support requirements
Provide and maintain IT systems in support of Division Mission. Successful and timely delivery of services leading to customer satisfaction
Consultation/Project Management for management leadership initiatives
Asset Management
Qualification
Required
Eleven years of Information Technology (IT) experience in an enterprise network Microsoft (MS) Operating System (O/S) environment, supporting MS Server O/S, Active Directory, NTFS share and file permissions, print sharing, switch management, desktop support (Windows 11 O/S and above), asset management and auditing
OR
Associate's degree in Management Information Systems, Computer Information Technology or related field AND Nine years of experience installing, configuring and maintaining computer workstation hardware, software and peripherals or related experience
OR
Bachelor of Arts/Bachelor of Science Degree in Management Information Systems, Computer Information Technology or related field AND Seven years of experience installing, configuring and maintaining computer workstation hardware, software and peripherals or related experience
Explaining complex or technical information using plain talk principles. Actively listens to others, paraphrases and asks clarifying questions and is able to clearly and concisely emphasize key messages
Critical and applied quantitative and qualitative analytical skills. Able to break down, sort and synthesize information, identify key messages and central themes, form accurate conclusions about the meaning of the information, and develop appropriate action steps and recommendations
Identifying opportunities for improving and streamlining work processes beyond the specific assignment, focus on outcomes calculated risks. Able to embrace challenges in new and creative ways
Building and maintaining internal and external customer satisfaction with the services offered by the Division. Anticipates customers' needs and understands customers' organization to be able to work through solutions readily
Comprehending and explaining the purpose(s) of a project, the roles and responsibilities of those performing the work, and the needs and desires of those who will receive the resulting products and services
Demonstrates the ability to create, establish, monitor and measure work plans to advance work in key areas, and the ability to work with others to enhance and enable work plan implementation
Effectively organizing multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on-time in a statewide team environment
Establishing priorities and work independently while working efficiently supporting a complex information technology network with multiple facilities located across the state
Computer networks and remote troubleshooting techniques
Troubleshooting, repairing, configuring and administering systems in a domain environment
Analyzing computer hardware and software problems
Benefits
Medical (including vision), dental and basic life insurance
Medical flexible spending account
Basic life and long-term disability insurance
Dependent care assistance
Washington State Employee Assistance Program
Washington Public Employees' Retirement System (PERS)
Deferred Compensation Program
Social Security
Public Service Loan Forgiveness
Paid holidays and one paid personal holiday per calendar year
Sick leave
Vacation leave
21 days paid military leave per year
Five (5) days of paid bereavement leave
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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