IT Customer Support - Journey

The Information Technology Division (ITD) exists to leverage technology to enhance and sustain business processes, public safety infrastructure, and statewide emergency communications to facilitate the accomplishment of all agency goals. As an IT Customer Support - Journey, this position directly supports the WSP’s mission, vision, and goals as well as the Information Technology Division’s (ITD) mission to deliver and support the best technology to enable our customers to provide safe, effective, and efficient services.

• Provide guidance and elevated technical support to the other CSU Technicians.
• Acts as a technical resource to the other technicians.
• Ensure compliance with best practices and applicable policies.
• Trains, coaches, and mentors the other CSU technicians.
• Implements Lean process improvements in the work order processing.
• Provides technical expertise and support services for major systems, databases, and/or information technology projects that impact mission critical agency programs.
• This position performs advanced customers service work to meet customer needs.
• Uses broad technical and specialized knowledge of the agency's mission and business needs to successfully support customers.
• Acts as a liaison between CSU and other ITD units to improve the daily workflow and overall communications between units.
• Prepares and distributes communication technology related issues complete with background, options, risks, and recommendations to the organizational chain of command.
• Assist in developing and implementing IT standards, methods, tools, procedures, and processes.
• Coordinates with IO to create, test, troubleshoot, modify, and maintain computer images used on WSP devices.
• Process new iPhone, air card, hotspot, MiFi, accessory purchase requests.
• Manage all Verizon, T-Mobile, and AT&T accounts.
• Process hardware and software upgrades.
• Maintain Apps, Apple business manager.
• Process iPhone destruction requests.

Required Qualifications:

• Four (4) years of entry-level experience as an IT professional in an enterprise organization supporting 24x7 critical systems OR
  • An Associate's degree or higher in Computer Science or Information Technology OR
  • Completion of a two (2) year accredited vocational training program in information technology or related program
    • Working experience may be substituted for education year for year.
• Three (3) years' experience in the support and use of the following technologies/software:
  • Microsoft Windows 10 or higher operating systems.
  • Microsoft Office products.
  • Wireless devices.
  • Network connectivity
  • Smart device technology.
  • Enterprise Mobility Management technology.
• Two (2) years of intermediate-level experience as an IT professional in an enterprise organization (can include consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, directing projects, providing customer or technical support in information technology).

• A healthy life/work balance by offering flexible schedules and telework options for most positions.
• An Infants at Work Program that is based on the long-term health values of infant-parent bonding and breastfeeding newborns.
• Continuous growth and development opportunities.
• Opportunities to serve your community and make an impact through meaningful work.
• Employment opportunities that recognize military veterans and/or military spouse per Governor Executive Order 19-01.
• Qualification for the Public Loan Forgiveness Program.

NOTE: This is not a full-time telework position. Candidates must be able and willing to work in the office and commute to here. A hybrid work schedule may be available after training and/or probationary period has been successfully completed.