Help Desk Support Assistant responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support Assistant uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support Assistant advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support Assistant works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
Keeping Washington Clean and Evergreen
The Administrative Services Division within the Department of Ecology is looking to fill a Staff Services Help Desk (Office Assistant 3) position. This position is located in our Headquarters Office in Lacey, WA. Upon hire, you must live within a commutable distance from the duty station.
The Administrative Services Division’s Mission is to provide quality customer service and asset management to meet the agency’s current and future business needs.
Schedule: This position is required to work in the office Monday through Friday, 8:00 a.m. to 5:00 p.m. and is not eligible for a tele-work schedule. Applicants with questions about the schedule are encouraged to reach out to the contact person listed below in “other information.” Schedules are dependent upon position needs and are subject to change.
About the Department of Ecology
Our commitment to DEIR
Diversity, equity, inclusion, and respect (DEIR) are core values central to Ecology’s work. We strive to be a workplace where we are esteemed for sharing our authentic identities, while advancing our individual professional goals and collaborating to protect, preserve, and enhance the environment for current and future generations.
What makes this role unique?
At the Staff Services Help Desk, you will have the opportunity to interact with employees from all different roles across the agency. You will need to be adaptable with the ability to manage and adjust priorities, as we occasionally encounter last-minute coverage changes and need to shift daily tasks to meet our business needs.
What you will do:
Required Qualifications:
Years of required experience indicated below are full-time equivalent years. Full-time equivalent experience means that any experience where working hours were less than 40 hours per week will be prorated in order to meet the equivalency of full-time. We would calculate this by looking at the total hours worked per week, divide this by 40, and then multiply by the total number of months worked. Examples of the proration calculations are:
Experience for both required and desired qualifications can be gained through various combinations of formal professional employment, education, and volunteer experience. See below for how you may qualify.
Experience and education combinations that meet the requirements for this position:
Possible Combinations | Education | Required Experience |
Combination 1 | No high school diploma (or equivalent) or college credit hours | 2.5 years of clerical experience |
Combination 2 | High school diploma or equivalent | 2 years of clerical experience |
Combination 3 | 30-59 semester or 45-89 quarter college credits | 1 year of clerical experience |
Combination 4 | 60-89 semester or 90-134 quarter college credits (AA degree) or higher | Some clerical experience |
Special Requirements/Conditions of Employment:
Desired Qualifications:
We highly encourage you to apply even if you do not have some (or all) of the desired experience below.
Note: Having some (or all) of this desired experience may make your application more competitive in a highly competitive applicant pool.
Ecology seeks diverse applicants: We view diversity, equity, inclusion, and respect through a broad lens including race, ethnicity, class, age, religion, sexual orientation, gender identity, immigration status, military background, language, education, life experience, physical disability, neurodiversity, and intersectional identities. Qualified candidates from all backgrounds are encouraged to apply.
Need an Accommodation in the application and/or screening process or this job announcement in an alternative format?
Application Instructions:
It's in the applicant's best interest to submit all of the documents listed below. Applications without these documents may be declined.
Note: References will only be contacted during the final steps of the recruitment process for candidates selected as finalists. References will not be contacted without the candidate’s formal authorization.
Please do NOT include your salary history. Wage/salary depends on qualifications or rules of promotion, if applicable.
For Your Privacy:
When attaching documents to your application (such as Resume, Cover Letter, Transcripts, DD-214, etc.):
Additional Application Instructions for Current Ecology Employees:
Please make sure to answer the agency-wide questions regarding permanent status as a classified employee within the Washington General Service or Washington Management Service. Do not forget to select Department of Ecology as a response to question 2, and type your personnel ID number for question 3. If you are not sure of your status or do not know your personnel ID number, please contact Human Resources.
Application Attestation:
The act of submitting application materials electronically is considered affirmation that the information is complete and truthful. The state may verify this information and any untruthful or misleading answers are cause for rejection of your application or dismissal if employed.
Other Information:
If you have specific questions about the position, please email Terrie Fields at: Terrie.Fields@ecy.wa.gov Please do not contact Terrie to inquire about the status of your application.
To request the full position description: email careers@ecy.wa.gov
Why work for Ecology?
As an agency, our mission is to protect, preserve and enhance Washington's environment for current and future generations. We invest in our employees to create and sustain a working environment that encourages creative leadership, effective resource management, teamwork, professionalism, and accountability.
Joining Ecology means becoming a part of a team committed to protecting and restoring Washington State's environment. A career in public service allows you to help solve some of the most challenging problems facing our state, while keeping your health and financial security a priority. We combine one of the most competitive benefits packages in the nation with a strong commitment to life/work balance.
To learn more about The Department of Ecology, please visit our website at www.ecology.wa.gov and follow, like or visit us on LinkedIn, Twitter, Facebook, Instagram or our blog.
Collective Bargaining: This is a position covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.
Equal Opportunity Employer: The Washington State Department of Ecology is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans, military spouses or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application/testing process or this job announcement in an alternative format may call (360) 407-6186. Applicants who are deaf or hard of hearing may call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
Note: This recruitment may be used to fill other positions of the same job classification across the agency. Once all the position(s) from the recruitment announcement are filled, the recruitment may only be used to fill additional open positions for the next sixty (60) days.
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