Our mission is to protect and improve the health of all people in Washington. The Executive Office of Innovation and Technology (OIT) powers that mission, building and maintaining the systems that support our staff, clinics, and public health partners across the state.

As an IT Customer Support Technician (Café Tech), you’ll be on the front line of that work. Based in our walk-in IT Service Desk, you’ll help DOH employees and partners troubleshoot issues, stay connected, and keep essential systems running smoothly. From setting up devices to resolving technical problems and maintaining access to critical applications, your work ensures public health professionals can focus on serving their communities.

Key Responsibilities:

• Deliver first-class customer service by providing Tier 1 and Tier 2 technical support for DOH employees and partners statewide.
• Resolve IT incidents and fulfill service requests quickly and accurately using knowledge base resources and your own troubleshooting skills.
• Serve as an escalation point for complex issues and assist junior technicians with training and guidance.
• Maintain and configure hardware and software, including imaging machines, deploying devices, and supporting mobile and BYOD users.
• Manage user accounts and permissions across multiple systems, ensuring security and proper access.
• Support essential public health programs, including WIC clinics, local health jurisdictions, and hospitals, by keeping systems and applications operational.
• Collaborate with cross-functional teams to improve service desk processes, document best practices, and enhance customer experience.
• Stay current and keep learning by participating in ongoing professional development and continuous service improvement projects.

Option 1: Three (3) or more years of experience providing IT help desk or technical support to end users OR other information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, providing customer or technical support in information technology.

Option 2: Completion of an IT support training program or certification (e.g., CompTIA A+, HDI, Microsoft Fundamentals) AND a minimum of two (2) year of experience providing IT help desk or technical support to end users OR other information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, providing customer or technical support in information technology.

Option 3: Associates Degree in an Information Technology Program AND a minimum of one (1) year of experience providing IT help desk or technical support to end users OR other information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, or network infrastructure equipment, providing customer or technical support in information technology.

And the following Knowledge, Skills, Abilities, and Experience:

• Knowledge of computer hardware, software, and basic networking concepts.
• Skill in troubleshooting and resolving common technical issues.
• Ability to communicate clearly with non-technical users and deliver quality customer service.
• Ability to manage multiple tickets and follow established IT service desk procedures.
• Proficient in using ticketing systems (e.g., ServiceNow, ServiceCentral) and Microsoft 365 tools.
• Experience developing, maintaining, or improving IT knowledge base content within a ServiceNow, Confluence, or similar platform.

About Washington State Department of Health

Our programs and services help prevent illness and injury, promote healthy places to live and work, provide information to help people make good health decisions and ensure our state is prepared for emergencies. To accomplish all of these, we collaborate with many partners every day. We help ensure a safer and healthier Washington by: Working to improve health through disease and injury prevention, immunization, and newborn screening Providing health and safety information, education and training so people can make healthy choices Promoting a health and wellness system where we live, learn, work, play and worship Addressing environmental health hazards associated with drinking water, food, air quality and pesticide exposure Protecting you and your family by licensing healthcare professionals, investigating disease outbreaks and preparing for emergencies

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