DSHS FTAA DIT Customer Support - Journey

About the Department

DSHS FTAA – DIT Customer Support, Journey (Administration Operations)

This position is within the Division of Information Technology (DIT) and provides Customer Support for field services for Finance, Technology, and Analytics Administration (FTAA). This position fulfills the needs of FTAA and the Home and Community Living Administration (HCLA). This position may also provide services for other administrations within the Department of Social and Health Services (DSHS) as needed. This position is out of the Mount Vernon office and work is performed onsite. 

This position provides technical services, customer support, training, tier one applications support, mobile device management and support, Local Area Network (LAN) management and security, as well as cloud and print services support. It provides customer support and professional technical support to administrations throughout the regional areas of coverage and remote and backup support to all regions. 

Some of what you'll do:

• Desktop and remote support for Home and Community Living Administration (HCLA), Facilities, Finance & Analytics Administration (FTAA), Division of Information Technology (DIT), and other administrations within DSHS as needed.
• Serves as a deskside in-person on-demand technical specialist and resource for all staff in the administrations listed above, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
• Performs the rigorous application of information security (State, DSHS and Federal) information assurance policies, principles, and practices in the delivery of DIT customer support services.
• Tier 1 and some Tier 2 Desktop and Customer Support and Services for the customers of HCLA, FTAA and their business partners (AAA).
• Analyze, diagnose and resolve customer reported information technology incidents reported in division approved ticketing system. Troubleshoot system hardware and software.
• Consultation/Project Management for customers of HCLA, FTAA and DIT.
• Consult with customers to evaluate functional requirements.
• Provide IT operational perspective, requirements, and recommendations.

Desired skills, knowledge, and abilities:

• 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.
• 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.
• Diagnosing and solving complex IT problems with multiple possible causes with customers remotely as well as in person.
• Interpreting business requirements and translating them into technical requirements for automated solutions.
• Integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity.
• Independently resolve problems through system analysis and troubleshooting procedures, while knowing when to reach out to teammates to gather additional information and to promote good team synergy.

Who should apply?
We are looking for professionals who meet one of the following education and experience pathways:

High School Diploma, GED or equivalent, and:

Four years of Information Technology (IT) experience in an enterprise network Microsoft (MS) Operating System (O/S) environment, knowledge of Active Directory, NTFS share and file permissions, print sharing, switch management, desktop support (Windows 10 OS and above), asset management and auditing:

OR

Associate's degree in Management Information Systems, Computer Information Technology or related field AND two 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.

Ready to start a rewarding career? Apply today!
Along with your application, please include:

• An updated resume
• Three professional references with contact information

Questions? 
Please reach out to DSHS Recruiter Grant Grady [email protected] and reference job number 08049. 

The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency’s vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Other Qualifications

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.
 
Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protect­ed veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

Relationship and Reporting Structure (Nepotism) Disclosure: If you are selected for hire, you must disclose whether you have a relative, household member, close friend, or romantic partner within your potential supervisory chain of command. DSHS has a Relationships and the Reporting Structure policy that prohibits nepotism and can be reviewed here. Applicants whose appointment would result in a prohibited reporting relationship are not eligible for appointment to that position. 
 
 

 E-Verify® is a registered trademark of the U.S. Department of Homeland Security

Benefits

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 WAC 357-31-165(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 WAC 357-31-165(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 WAC 357-58-175, 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
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

Agency Information

EmployerState of WashingtonAddress View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov