IT Support Technician (ITST2)

About the Department

At the Department of Licensing (DOL) we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.

Are you ready to take your Tech and Customer Service talent statewide? If so, apply today!

Position Duties

As an IT Support Technician team member, you will provide technical assistance for the Department of Licensing DRIVES/PRFT users both internally and externally. Sharing your expertise with the larger team, you will ensure customer satisfaction and understanding of our Information Services policies and procedures. Your diligent work will enable our headquarters, driver licensing offices, vehicle licensing offices, and sub-agent offices to serve the public effectively. In this team, day-to-day will consist of administering and supporting DRIVES/PRFT user accounts, managing system access, troubleshooting access issues, and ensuring user permissions align with established security policies and procedures. Your technical expertise and responsiveness will help maintain secure, reliable access to critical systems that support Department of Licensing operations across the state.
 
Some of the things you will do:

• Support and complete approved security change requests, security tickets, and first-tier SQRs. 
• Work with access coordinators and document progress within DOL ticketing system.
• Provide quality customer service to DOL staff and contractors via phone, email, and other communication routes.
• Follow DRIVES production support processes and escalate requests when necessary.
• Support lifecycle management of DRIVES Security and Help documentation following the support team standards.
• Train team, business users, and other internal DOL customers on submitting and processing requests.

Minimum Qualifications

What you will bring to the role:

• Two (2) years of experience in information technology related activities such as testing, installing, maintaining, supporting, or averting hardware and software system failures on client applications, hardware and software products, mainframe systems, network infrastructure equipment, or telecommunications software or hardware.

• Two (2) years of experience in the following:
  • Creating, maintaining, or using documentation and records management.
  • Helping customers in a fast-paced work environment including six (6) months by phone, email, or remote communication methods.
• One (1) year of experience in the following:
  • Supporting business or specialty applications with role-based security or access controls.
  • Providing IT end-user support.
• The ability to:
  • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
  • Promote and support a respectful, equitable, and inclusive workplace for all employees.
  • Promote and support respectful, equitable, and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

Experience can be obtained concurrently.

What may set you apart: 

• One (1) year of experience supporting or using the DRIVES application.
• One (1) year of experience providing technical training, user guidance, or developing training materials for business applications or technology solutions.
• Six (6) months of experience supporting enterprise identity and access management processes, including user provisioning, access reviews, authentication methods, or security access administration in an enterprise environment.
• Six (6) months of experience supporting enterprise identity and access management processes, including user provisioning, access reviews, authentication methods, or security access administration in an enterprise environment.
• Current technical certification related to information technology, desktop support, customer support, identity and access management, or a closely related field.
• Education beyond the minimum in a related field, such as IT, computer science, Information systems, or a closely related field.

Additional Requirements of Employment:

• This position will operate largely remotely, but will require visits to the Olympia, WA office once a month. At least a 24-hour notice would be provided should the need arise outside of this requirement.
• Prior to a new hire, a pre-employment screening, including criminal record history, will be conducted. Information from the pre-employment check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodation.

 For additional information about this position, available accommodations or the interview process, contact Kyle Odell.

Other Qualifications

How to Apply:

• Select the Apply button at the top of this job announcement.

A paycheck is just part of a total compensation package. We offer some of the nation’s best benefits.

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

Supplemental Questions

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Agency Information

EmployerState of WashingtonAddress View Job Posting for Agency Information

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