Salary: $74,268.00 - $99,924.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Job Number:Department: Dept of Children, Youth, and Families
Division: Information Technology
Opening Date: 10/07/2026
Closing Date: 10/18/2026 11:59 PM Pacific
DescriptionJob Title: IT Customer Service - Journey
Location: Thurston County - Olympia, Washington (Full-time On-site)
Closes: October 18th, 2026
Salary: $74,268.00 - $99,924.00 Annually
IT plays an important role in helping DCYF support children, youth, and families by providing the technology and systems staff need to deliver effective services. From supporting social workers and Juvenile Rehabilitation facilities to developing innovative solutions, DCYF IT helps staff work more efficiently and improve outcomes for children and families across Washington.
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The Opportunity:This position supports the mission by managing all the technical needs of DCYF's Institutions and community facility IT needs within Department of Children Youth and Family Divisions. Utilizes knowledge of the agency's mission and standards to deliver expert level technical planning, consultation and direction for critical DCYF services and technology initiatives. Collaborates with other IT System Administrator - Senior Supervisors, IT System Administrator - Journey and IT Customer Support - Journey, to ensure technical plans, decisions, and implementation of technology solutions are consistent across Department of Children Youth and Family.
Some of what you will get to do:- Manages and resolves support tickets for the JR-25 program using an enterprise ticketing system or IT Service Management tool.
- Implements, configures, and maintains offline, hybrid, and standard educational technology solutions, student devices, and specialized instructional hardware across institutional and community facilities.
- Performs comprehensive hardware diagnostics, component replacements, and warranty management across all agencies and institutional computing assets.
- Serves as the primary technical point of contact for external technology vendors and partners.
- Creates and maintains technical knowledge base and instructional procedures.
- Manage and resolve support tickets using an enterprise ticketing system or IT Service Management tool,
- Provide comprehensive remote, on-site and field support for workstations, mobile devices and specialized devices across Juvenile Rehabilitation.
- Responsible for the movement and inventory control of all IT Assets within their area of responsibility.
- Conduct bi-yearly inventories, as well as reporting and processing paperwork for lost or stolen assets.
- Proper disposal of assets when they have reached the end of useful life.
- Participates in the integration of new technologies and mission critical service initiatives within DCYF.
- Provide MDM support by enrolling, managing, securing, and wiping agency-owned smartphones and tablets, ensuring compliance with mobile security policies.
- Provides guidance and support to ensure all security requirements are followed in field operations.
- Ensures the proper reporting and resolution of all lost equipment and potential security issues.
Required Qualifications:- Knowledge of core IT principles and agency specific applications, with skill in troubleshooting system issues and supporting end user devices.
- Experience using incident management or ticketing systems to track, prioritize, and document requests.
- Ability to maintain confidentiality and follow security protocols; communicate technical information clearly; provide customer-focused support in fast-paced or high-pressure environments; and de-escalate or assist users experiencing frustration or stress.
- Experience with prioritizing requests based on urgency and impact, recognize when issues require escalation, work independently while seeking guidance appropriately, and follow established procedures, standards, and security requirements.
- Skills to adapt quickly to changing operational needs.
AND - The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
Desirable/Preferred Qualifications:- Relevant education, experience, military service, professional certifications that support development of the knowledge, skills, and abilities.
- Experience in Microsoft Windows operating systems, Microsoft Office productivity software and troubleshooting desktop issues.
- Experience and demonstrated success administering, supporting and working with operating systems, software, and networks.
- Experience working in an agile environment.
- Experience working effectively in a secure facility with access controls and a structured environment.
- Experience in learning new technologies and assisting users during transitions, document solutions and processes, and identify system needs and propose practical solutions.
How do I apply?Complete your applicant profile on careers.wa.gov and attach the following documents:
- Current resume detailing experience and education.
- Letter of Interest that details how you meet the qualifications for the position.
