NEOGOV · 17 hours ago
IT Customer Support - Journey
Thurston County – Olympia, WA
Full-time
Hybrid
Mid Level
$73K/yr - $98K/yr
4+ years expNEOGOV is part of the Washington State Department of Agriculture, which has been serving the state for over 100 years. They are seeking an IT Customer Support - Journey to provide agency-wide IT support for critical business systems, computers, mobile devices, and telecommunication issues, while also acting as a technology business analyst or project manager.
GovernmentSoftwareHuman ResourcesInformation TechnologyGovTech
Responsibilities
Perform ITIL Tier 2 or higher (complex} issue resolution for incoming tickets and service requests, including installing and upgrading software and hardware, network, and connectivity, configuring systems and applications
Provide advanced technical support for business applications utilizing remote tools for field and home offices, such as but not limited to: MS Remote Desktop, LoqMeln, and Ivanti UEM (comparable to SCCM)
Utilize Microsoft Entra ID (Azure} and on-premises Active Directory to resolve computer and user issues such as but not limited to group membership, granting permissions to applications and systems, and file systems. joining/removing computers from the domain and ensuring assets have the standard settings and configurations by applying and updating group policy settings
Manage and troubleshoot Exchange mailboxes to include but not limited to managing access, configuring permission levels and assigning ownership
Resolve Local Area Network (LAN} and wireless network connective issues by utilizing advanced troubleshooting and following the OSI model, such as but not limited to resolving TCP/IP settings, utilizing tools and scripts to identify, release and renew IP addresses, flush DNS and trace network traffic
Create, test, troubleshoot, and deploys custom computer images to automate the PC build process
Configure policies and mobile endpoints (smart phones and tablets} using a Mobile Device Management (MOM} solution to maintain control over the devices and adhere to state and agency security requirements
Troubleshoot in-house and unique applications by configuring and resolving SQL connections, and identifying issues related to user permissions
Research, configure and deploy nonstandard and unique equipment such as GPS and handheld devices, data card and scientific barcode printers and various types of lab equipment
Apply ITIL Service Operation practice by taking action to restore agency-wide interruptions in service due to incidents, working to pinpoint and prevent the recurrence of problems, and examining and analyzing service events to ensure business continuity
Create and maintain technical documentation for all systems supported and managed by the Service Desk as well as documentation for end point management and develops agency's hardware standards
Provide excellent customer support using active listening to fully understand the issue, keeping the customers updated on progress, next steps, and resolutions
Utilize PowerShell scripting to automate and troubleshoot processes and to gather data and create reports
Maintain accountability for agency IT assets, ensuring a complete and accurate WSDA technology asset inventory is maintained
Collaborate with IT teams, agencies, vendors, and stakeholders to develop and update processes ensuring they meet state and agency standards
Identify IT trends by analyzing new requirements, capabilities, and configurations that may be applied to the organization to improve efficiency
Create and manage detailed documentation in a ticketing system including, but not limited to, transpiring timelines, efforts, costs, events, and correspondence with customers/vendors
Vendor liaison, coordinating with various IT vendors to review specifications, implement and troubleshoot various hardware and software
Recover data utilizing IT data recovery tools
Configure and deploy standard hardware such as but not limited; desktops, laptops, mobile, devices, printers, and peripherals ensuring they meet agency and state standards
Manage all software installations including installation and setup files, license keys, subscriptions, and inventory
Assist with resolving widespread technical issues by recognizing and troubleshooting agency-wide system outages pertaining to servers, network, email, or applications
Monitor system health using tools to proactively respond to system interruptions and slowdowns, including but not limited to; SolarWinds, WaTech's System Status site
Resolve issues related within agency-wide critical systems, using advanced technical skills to analyze the issue, determine the root cause and uses out of the box thinking to develop sustainable solutions working with other IT teams if necessary to implement solutions
Apply analytical process to the planning, design, and implementation of IT systems to meet the business requirements of customer organizations
Qualification
Required
A bachelor's degree in computer science or related field
Four (4) years of information technology experience consulting, analyzing, designing, configuring, installing, troubleshooting enterprise systems, providing customer support and technical support in information technology
An associate degree or equivalent, two years (2) of vocational training in a technical field, AND five (6) years demonstrated experience in: Consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment
Providing customer or technical support in information technology
Directing or being a technical SME on projects
Demonstrated ability to effectively communicate, independently analyze, and weigh the risks versus benefits in decisions and recommendations
Demonstrated skill in delivering group presentations and the ability to present complex information in a way that is easily understandable to the audience
Demonstrated history of successful organization and time management skills
One (1) + years' experience providing first and second tier support in a Service or Help Desk environment
One (1) + years' experience supporting cloud systems or infrastructure such as Microsoft Azure Active Directory, M365. SaaS systems, etc
One (1) + years' experience creating and updating technical and user documentation
Must be able to function as part of team, build rapport and provide excellent customer service
Preferred
A+ Certification or equivalent experience
Two (2) + years of experience with PowerShell
Experience providing third tier support in a Service or Help Desk environment
Benefits
A healthy work/life balance, which may include flexible work schedules, and teleworking.
WSDA provides an excellent benefits package beyond traditional benefits.
Dependent Care Assistance
Flexible Spending Accounts
Public Service Loan Forgiveness
Tuition Waiver
Deferred Compensation
Employee Recognition Leave
12 paid Holidays & Vacation and Leave Accruals.
All Personal Protective Equipment (PPE) required will be provided by the agency.
Employees and their families are covered by medical (including vision), dental and basic life insurance.
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.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
New employees have the option of two employer contributed retirement programs.
Employees also have the ability to participate in the Deferred Compensation Program.
All state employees are covered by the federal Social Security and Medicare systems.
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.
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Full-time employees earn eight hours of sick leave per month.
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165.
Washington State supports members of the armed forces with 21 days paid military leave per year.
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave.
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
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
The Carlyle Group,Warburg PincusWarburg 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
Company data provided by crunchbase