IT Network and Telecommunications - Journey (DOH6978)

This position is responsible for IT support for a highly technical group of Epidemiologists and Scientists at the State-of-the-Art Public Health Lab in Shoreline WA, as well as an office environment in Kent.



As the Network and Telecommunications subject matter expert for the Seattle Service Desk Field Team, you’ll provide tier 1 and tier 2 technical support for the DOH facilities located in Shoreline and Kent. This position applies advanced technical knowledge and considerable discretion to evaluate and resolve tasks of medium complexity.



It coordinates with central teams on more complex tasks such as planning and directing large-scale projects; conducting capacity planning; directing or facilitating the installation of complex systems, hardware, software, application interfaces.



This position acts as the “face” of OIT by responding to technical support requests and making sure that all issues are resolved and/or routed to the proper staff for resolution by performing the following:

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  Using IT Service Management and other tools to diagnose, detect, record, troubleshoot and resolve reported incidents or service requests.
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  Collecting, maintaining, and providing ticket status information to customers.
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  Gaining customer’s input and acceptance of the resolution and providing a root cause if available.

Service Desk technicians promote and protect public health by providing technical and organizational support pertaining to technical and software related needs so that we help those who serve promote and protect public health.



The duty station for this position is in Shoreline, WA. Telework (mobile work) is currently expected. When approved, the incumbent is expected to report to the duty station for work activities. Partial telecommuting may be an option subject to supervisory approval. It is anticipated that the incumbent would be expected at the Shoreline, WA duty station for work activities 5-days weekly. The incumbent will report for work at either the Shoreline or Kent facility depending on the needs.



This is a full-time permanent position.



About the Department of Health

The vision of the Washington State Department of Health (DOH) is equity and optimal health for all. Our mission is to work with others to protect and improve the health of all people in Washington state. Learn more about the DOH Transformational Plan.



Our Values

Good organizations know what they do and how they do it. Great organizations also understand why they do it. Our values are:

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  Human-centered: We see others as people who matter like we do and take into account their needs, challenges, contributions, and objectives.
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  Equity: We are committed to fairness and justice to ensure access to services, programs, opportunities, and information for all.
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  Collaboration: We seek partnership and collaboration to maximize our collective impact. We cannot achieve our vision alone.
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  Seven Generations: Inspired by Native American culture, we seek wisdom from those who came before us to ensure our current work protects those who will come after us.
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  Excellence: We strive to demonstrate best practices, high performance, and compelling value in our work every day.

The Washington State Department of Health acknowledges that our locations statewide are on the homelands of Native people, who have lived in this region from time immemorial. Currently, within the boundaries of Washington State, there are 36 tribes, 29 of which are federally recognized, that share traditional homelands and waterways in what is now Washington State. Some of these are nations and confederacies that represent multiple tribes or bands. We express our most profound respect for and gratitude toward these original and current caretakers of the region. As a public health agency, we acknowledge our responsibility to establish and maintain relationships with these tribes and Native peoples, in support of tribal sovereignty and the inclusion of their voices in public health programs and policies. We pledge that these relationships will consist of mutual trust, respect, and reciprocity.



Benefits of Working for DOH

Washington is America's Top State, according to U.S. News (2021), and provides one of the most competitive benefits packages in the nation.



We also offer:

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  A healthy life/work balance by offering flexible schedules and telework options for many positions.
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  Growth and development opportunities.
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  A wellness program that offers education, access to healthy food, and fitness classes.
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  Opportunities to serve your community through meaningful work.
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  A commitment to diversity and inclusion fosters an inclusive environment that encourages all employees to bring their authentic selves to work.
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  An Infant at Work Program based on the long-term health values of breastfeeding newborns and infant-parent bonding.
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  Employee resource groups that provide forums for employees to gather and share ideas about matters that affect their personal and professional lives and support career development.

Duties Include

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  Providing customer support for Shoreline/Kent staff regarding the use, configuration, and capabilities of telecommunications services/systems, hardware, and software products.
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  Serving as a Network Operations on-site senior level specialist, working in coordination with Tumwater Network Operations team.
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  Providing System Administration for the local servers/enterprise equipment.
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  Providing Public Health Laboratories Instrument network and Instrument support.
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  Coordinating with Shoreline facilities and vendors in support of building control systems.
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  Performing routine analysis, configuration, maintenance, and documentation of telephone systems including the PBX, Voicemail, and Enhanced 911 systems to ensure accurate programming, location information, and physical configuration of end-user telephones.
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  Engaging in professional development and expanding technical skills to stay current with new technology within the scope of the job.
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  Providing desktop service desk technical support or coverage at assigned facilities.

What we're looking for

Our ideal candidate has a driving passion for the work, brings humility to their job and interactions, and understands how their actions affect others. They see the needs and objectives of others and take them into account while achieving their objectives, and they adapt their approach and expectations accordingly. Our ideal candidate demonstrates resilience to model outward behaviors including seeing people like ourselves whose goals, objectives, needs, and challenges matter.



Required Qualifications

Option 1: Six or more years of recent (within the past 6 months) information technology experience in information technology related activities such as testing, installing, maintaining, supporting and/or averting current hardware/software system failures on client applications, hardware, or software products.



Or



Option 2: An Associate’s degree in an information technology or closely related program; and Four (4) or more years of recent (within the past 6 months) information technology experience in information technology related activities such as testing, installing, maintaining, supporting and/or averting current hardware/software system failures on client applications, hardware, or software products.



Or



Option 3: Bachelor’s degree in an information technology or closely related program and Two (2) or more years of recent (within the past 6 months) information technology experience in information technology related activities such as testing, installing, maintaining, supporting and/or averting current hardware/software system failures on client applications, hardware, or software products.



And



Four (4) or more years of experience with Service Now or similar IT Service Management platform.



Three (3) or more years of experience working with a knowledge base.



Application Process

Intrigued? Click "Apply" to submit your detailed application profile along with the following:

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  A cover letter describing how you meet the qualifications and why you are interested in this position.
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  A current resume.
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  Three (3) or more professional references included in your profile. Please include at least one supervisor, peer, and (if you have supervised staff) someone you have managed or led.

Important Note: Do not attach documents that are not requested in the Application Process. Please ensure that the documents that are attached are not password protected or contain a photo or private information (social security number, year of birth, transcripts, etc.). Documents not requested will not be reviewed.



Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or cover any personally identifiable data such as social security numbers and year of birth.



The Washington State Department of Health (DOH) is an equal opportunity employer. DOH strives to create a working environment that is inclusive and respectful. We prohibit discrimination based on race, sex, color, national origin, religion, sexual orientation, gender identity, age, veteran status, genetics, or disability.



This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.



Conditions of Employment/Working Conditions

All employees engaging in work for the Department of Health are required to be fully vaccinated before their hire date. Proof of vaccination will be verified by the Office of Human Resources after an employment offer has been extended.



This position requires an onsite/in-person presence. I understand that a medical or religious exemption to the vaccine requirement cannot be accommodated at this time. I will reach out to [email protected] if I have any questions.



With or without an accommodation, I am willing and able to:

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  Legally operate a state or privately-owned vehicle or provide alternative transportation.
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  Occasionally work more than 40 hours per week and/or adjust typically scheduled hours, including evenings and weekends.
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  Report for work at either the Shoreline or Kent facility depending on the needs.
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  Travel mid shift travel between the Shoreline/Kent.
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  Occasionally, transporting IT equipment between sites.
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  Occasionally wear special personal protective equipment (gown; gloves; respirator) for use in restricted lab areas.

If you have questions, need alternative formats, or other assistance please contact Skyler Jones at [email protected] or (360) 236-4408, TDD Relay at 1-800-833-6384 or 7-1-1. Technical support is provided by NEOGOV, 855-524-5627 (can't log in, password or email issues, error messages).