IT Customer Support Entry | AHCC at Washington… · Airway…

IT Customer Support Entry

Full Time | Non-Permanent

Location: Airway Heights Corrections Center | Airway Heights, WA

Salary Range: $5,354 - $7,203 Monthly

The candidate of choice must be comfortable working in a Prison environment as you will be required to work in facility daily. The candidate of choice should have reliable, daily transportation and reside within a commutable radius of the AHCC facility.

This non-permanent position is expected to last through June 2028.

Technology plays an essential role in keeping operations running smoothly and ensuring employees have the tools and resources they need to succeed. The Washington State Department of Corrections (DOC) is looking for a customer-focused, technology-minded professional to join our team as an IT Customer Support Entry! The goal of this position is to connect people with the technology and support they need to perform their jobs effectively while contributing to important agency initiatives, including the implementation of Health Services Electronic Health Records (EHR).

As an IT Customer Support Entry, you will provide hands-on technical support and customer service to department staff, project teams, and local CFS customers. Your primary focus will be supporting the Health Services EHR implementation by assisting with project activities, coordinating equipment deployments, maintaining inventory, and helping ensure technology resources are available and functioning as needed. You will work directly with end users to address technology needs, resolve issues, and provide guidance that helps staff confidently use the systems and equipment essential to their daily responsibilities.

This position plays an important role in supporting DOC’s strategic goals and objectives by ensuring employees have the tools, resources, and technical assistance necessary to carry out their work. Through your technical knowledge, problem-solving abilities, and commitment to customer service, you will help strengthen technology operations and support the successful delivery of critical agency initiatives. Most work is reviewed in progress and upon completion with direct supervision from the position supervisor.

If you enjoy troubleshooting challenges, supporting others, and making technology work better for the people who depend on it, this is an opportunity to make a meaningful impact. Bring your technical skills and customer-focused approach to DOC and help support the technology that keeps our department moving forward.

A completed application packet will include:

• A cover letter regarding your interest in this position with our agency
• A detailed resume
• Three professional references

We are looking for teammates who share our vision of public service and are committed to an equitable and inclusive culture that fosters and inspires excellence, while promoting innovation, engagement, and safety, leading to better outcomes for our incarcerated population, our agency, and our community.

As an IT Customer Support Entry, some of your duties will include:

• Performing tasks and duties as participant on the EHR project team to include:
  • Providing real time data by auditing, running reports, analyzing statistics on users and systems
  • Participating in project team meetings
  • Conducting testing and piloting of new technology (software, hardware, peripherals, etc.)
  • Documenting instructions and procedures for hardware, software, new technologies, service desk support
• Providing customer support to staff and vendors for IT software and computing equipment which could look like:
  • Imaging, installing, configuring, activating, and updating hardware, software and peripheral equipment
  • Providing technical support, research, troubleshooting and maintenance of current software and hardware
  • Scheduling and performing hardware and software installs, repairs and upgrades to ensure operation and maintenance of customer software and devices
  • Ensuring security protocols are followed per DOC Policies
  • Collaborating with IT Security to determine actions for system breaches; which may include malware, virus or staff individual violation
  • Providing guidance and consultation to facility staff, for site specific information, configuration and documentation of customer software and hardware
• Performing inventory of hardware, software, peripherals, switches, routers, access points
• Other duties as assigned

What we need (required qualifications):

• Candidate has the ability to learn to operate and maintain new technology; assists in transitions.
• Candidate has baseline understanding of principles and theory within Windows 11 operating systems knowledge and is competent to work on several phases of computer operations.
• Candidate has working knowledge of systems administration and remote access technology concepts.
• Candidate has skill in testing and configuring network workstations and peripherals
• Candidate has working knowledge of auditing and documentation.

What will make your application stand out (preferred qualifications):

• Two (2) years of IT-related training and experience
• Bachelor’s degree or higher in Computer Science or related field from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA), or a foreign equivalent
• One (1) year of Information Technology experience in an enterprise environment within the last 4 years
• Two (2) years of experience in installing, testing, and configuring Microsoft Windows workstations
• Microsoft Certified Solutions Associate: Windows 11

Vision: Working together for safer communities.

Mission: Improving public safety by positively changing lives.

Our Commitment: To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.

Our Core Values:

• Cultivate an environment of integrity and trust: Corrections values partnership and trust. We foster openness and support courageous conversations. We are committed to doing what we say we are going to do by being accountable and taking personal ownership in our actions.
• Respectful and inclusive interactions: Corrections appreciates and values individuals by promoting an inclusive and diverse environment, which encourages safety. We respect, value, and listen to the thoughts, feelings, and perspectives of our stakeholders and consider the impact on those we serve as well as each other.
• People's safety: Corrections believes in creating an environment that values physical, mental, and emotional security and well-being. We honor those who advance safety for all.
• Positivity in words and actions: At Corrections, we assume positive intentions and believe there is a shared desire for the best outcome. We consistently demonstrate positive behavior and always put forth our best effort.
• Supporting people's success: Corrections is committed to our community – understanding individuals, instilling hope, embracing change, and providing opportunities.

DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.

IMPORTANT NOTES:

• DOC complies with the employment eligibility verification requirements for the federal employment eligibility verification form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form. https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents
• DOC does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit www.uscis.gov.
• This recruitment may be utilized to fill more than one position.
• Please include a minimum of three (3) professional references with your application. A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies. If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates. **Please note: Phone number AND email address are required for all professional references.
• A background check including criminal record history will be conducted prior to a new hire. 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 position.
• Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
• We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws. A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.
• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire. When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.
• Foreign equivalent degrees awarded outside the United States must have a credential evaluation report attached to your application. You may request the required evaluation/documentation from www.wes.org and www.aice-eval.org. Until this documentation is provided, you will not be selected to move forward in the hiring process.

Telework Details

This position may be allocated for telework. If authorized for the role, work may be performed from your home or another offsite location within the state of Washington using a reliable internet or cellular hotspot service at that time. Employees are expected to perform assigned duties in a safe manner, to take proper care all state-issued equipment, and maintain confidentiality of all information in possession while working offsite. Employees will be required to commute to a Department of Corrections facility or field office as business requires, to potentially include components of the onboarding process. Some offices will have a “drop in” area available, however, a dedicated workspace within a DOC facility will not be provided.

What We Offer:

As an employee of the Department of Corrections, your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:

• Remote/telework/flexible schedules (depending on position)
• Up to 25 paid vacation days a year
• 8 hours of paid sick leave per month
• 12 paid holidays a year
• Generous retirement plan
• Flex Spending Accounts
• Dependent Care Assistance
• Deferred Compensation and so much more!

*Teamsters 117 represented positions receive 3 days of bereavement leave.

Retirement Options

• PERS: 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, visit the Department of Retirement Systems (DRS) or call 800-547-6657.
• PSERS: Many positions within DOC are covered by the Public Safety Employees' Retirement System (PSERS). If someone moves from a PERS-eligible position to a PSERS eligible position, they will retire under two different systems/plans. Contact DRS for more information.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email mackenzie.conley@doc1.wa.gov or call us at 509-630-9160. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.