Job Title: Information Technology Specialist 4 (Desktop Services)
Opening Date/Time: Thu. 08/17/17 12:00 AM Pacific Time
Closing Date/Time: Sun. 08/20/17 11:59 PM Pacific Time
Salary: $4,857.00 – $6,372.00 Monthly
Job Type: Full Time – Permanent
Location: Thurston County – Olympia, Washington
Department: Dept. of Fish and Wildlife



The Department of Fish and Wildlife has some of the most talented people in the natural resource field.  We celebrate and value diversity, appreciating that a workforce composed of those from different backgrounds and experiences creates an inclusive environment, strengthens positive relationships with the local community, and brings new perspectives and approaches to fulfilling the agency’s mission.


The Washington Department of Fish and Wildlife (WDFW) is dedicated to protecting native fish and wildlife, and providing sustainable fishing, hunting and wildlife viewing opportunities for millions of residents and visitors. Working throughout the state, WDFW’s employees–field biologists, enforcement officers, land stewards, lab technicians, customer service representatives and others–manage hundreds of fish and wildlife species, maintain nearly a million acres of public wildlife lands, provide opportunities for recreational and commercial fishing, wildlife viewing and hunting, protect and restore habitat and enforce laws that protect fish and wildlife resources. Learn more about us at
This recruitment is to fill one (1) full-time permanent position located within the Technical and Financial Management Program, Information Technology Services Division, stationed at the Washington State Natural Resources Building in Olympia, Thurston County, Washington.
The Information Technology Division provides the centralized IT services needed throughout the agency, including the agency service desk, computer and other device support, connectivity (phone, internet, etc.), infrastructure services, data services, project services and applications development.
The incumbent in this position is a desktop support specialist responsible for providing advanced IT end user support to users in all programs at the Natural Resources Building.
Analysis, Troubleshooting, Maintenance and Problem Resolution
  • Senior technical analyst responsible for researching, testing and resolving problems or conflicts caused by hardware, software or peripheral devices.
  • Perform activities to prevent and mitigate Malware infections
  • Team member sharing responsibility for updating operating systems and leading pilot testing, deployment scheduling and ensuring data retention.
  • Implements and adheres to all WDFW Agency security and computing policies.
  • Ensure all agency devices with internal storage are encrypted.
  • Understands network connectivity configuration and trouble shooting
  • Creates and maintains documentation on technical support and business processes.
  • Utilize an Enterprise Ticketing System to track work tasks.
  • Exercise excellent ticket management skills – open, update and close tickets promptly.
Consultation, Quality Assurance and Customer Service
  • Collaborate with customers, IT associates and outside vendors to ensure smooth and reliable operation of software and systems required to fulfill business objectives and procedures.
  • Consults with customers to analyze business requirements and coordinate purchasing decisions with the IT Service Desk and fiscal staff.
  • Responsible for asset tracking and documentation.
  • Lead problem solving teams and address problems elevated for tier 2 support.
  • Provides advanced training and instructional materials to agency staff.
  • Answer users’ inquiries regarding computer software and hardware operation to resolve problems.
  • Understands the customer’s business from the perspective of a senior business person and is conversant in the customer’s business language.
Policy and Procedure Implementation
  • Implements and adheres to WDFW and Washington State policies and security guidelines.
  • Administers agency software and hardware standards.
  • Recommends areas of improvement for processes and procedures.
  • Familiarity with the ITIL framework. Relies on the ITIL Framework to promote process improvement.
The working environment is a busy office setting. Varying degrees of activity occur in the common areas during working hours; most tasks will involve sitting at a desk and working on a computer. Incumbent must be able to work amid distraction.
This position normally works 8:00 am-5:00 pm, Monday-Friday, but may be required to occasionally work in excess of 40 hours per week or on weekends to meet deadlines during peak periods.
This position is covered by a collective bargaining agreement between the State of Washington, Department of Fish and Wildlife and the Washington Federation of State Employees (WFSE), which contains a “union security” provision. This means that, as a condition of employment, you must either join the union and pay union dues, or pay the union a representational or other fee within 30 days of the date you are put into pay status.
Required Qualifications:
  • Four (4) or more years of professional experience in PC hardware/software support for an organization of 500 or more employees.
  • Four (4) or more years of professional experience troubleshooting connectivity issues in a networked environment.
  • Two (2) or more years of professional experience working with other teams and customers solving incidents in a technical environment.
  • At least 2 years’ experience utilizing an Enterprise Ticketing System to track work tasks
Skills/Ability to:
  • Plan, organize, prioritize and perform work effectively, efficiently, within stated timeframes and in a professional manner.
  • Effectively communicate with all levels of business both verbally and in writing.
  • Communicate effectively and adapt to technical and non-technical audiences.
  • Excellent customer service skills.
Preferred/Desired Qualifications:
  • Associate’s Degree or higher in Computer Science or a related field of study.
  • Two (2) or more years of recent experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware or network infrastructure equipment, providing technical support in Information Technology.
  • Two (2) or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role.
 Supplemental Information:
To apply for this position you MUST complete your profile at and attach the following in order to your profile before completing the online application:
  • A cover letter describing how you meet the qualifications of this position (generic cover letters will not be accepted).
  • A current resume (please make it succinct).
  • Three (3) professional references (personal references do not count as professional references).
Please do not include any attachments other than the ones requested above.
Please note:  Failure to follow the above application instructions will result in disqualification.  E-mailed documents will not be accepted in lieu of attaching your documents to the online profile.
Upon submission of your online application, you will immediately receive a confirming e-mail.  You will then be notified via e-mail of your status during the process.  In addition to the e-mail notifications, you can check the status of your application at any time by visiting your online profile at  Due to the high volume of applications that we receive, we ask your understanding and encourage you to use the online process and avoid calling for information.
Please note that initial screening will be solely based on the completeness of application materials submitted and the contents and completeness of the “work experience” section of your application in NeoGov. A resume will not substitute for the “work experience” section of the application. The information provided in your application must support your selected answers in the supplemental questions. Responses not supported in your application may disqualify you from consideration for employment in this position. All information will be verified and documentation may be required.
The Department of Fish and Wildlife 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, disabled and Vietnam era veterans and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application process or this announcement in an alternative format may call (360) 902-2276 or the Telecommunications Device for the Deaf (TDD) at (800) 833-6388.