IT Support Technician 2 - Business Services Division, Washington Department of Fish & Wildlife, WA, US

• Classification- **IT Support Technician 2
• Job Status- **Full-Time/Permanent
• WDFW Program-** Information Technology Services Program** **-- Business Services Division
• Duty Station-** *Olympia, Washington -- Thurston County
• This position is expected to report to the duty station in Olympia five (5) days per week.*
  
  

Learn more about being a member of [**Team WDFW**](https://wdfw.wa.gov/about/jobs){target="_blank" rel="noopener noreferrer"}!

**The Washington Department of Fish and Wildlife is seeking a customer-focused IT professional to join the Information Technology Services Division (ITS) in support of the Licensing Division's public-facing mobile applications. **

**This role provides Tier 1 technical support by assisting customers over the phone or digital platforms, troubleshooting issues, and escalating complex problems to Tier 2 or 3 support teams, including external vendors when needed. As the lead for triaging the mobile support ticket queue, this position ensures efficient resolution of issues while supporting standardized processes for user acceptance testing, quality assurance, and feedback to improve the customer experience. This is a key role that combines strong customer service skills with technical problem-solving to support licensing operations critical to the agency's mission in wildlife management, compliance, and public service.**

• What to Expect-**
  
  

Among the varied range of responsibilities held within this role, the IT Support Technician will,

**Lead Customer Service and Technical Support for public facing web and mobile technology solutions**

• Gain, retain and articulate current & new mobile solution technology information, which refers to services that are made available to a user while they are on the go. This technology goes where the user goes.
• Responsible for participating in, making recommendations regarding methods for improving practices, and addressing challenges.
• Responsible for assisting supervisor with the development, establishment, maintenance, implementation, and completion of activities and priorities for the work unit.
• Acts as the liaison between the Customer Support team and tier 2 and tier 3 support teams, Business Technical Unit (BTU), IT Division's Biological Data Services (BDS) team, and WILD system vendor as needed.
• Acts as the subject matter expert on behalf of the Customer Support team for all Licensing Division projects and IT system testing.
• Responds to customer & internal staff inquiries courteously and professionally.
• Guides customers & internal staff to the appropriate programs as needed.
• Responds to Public and Agency Correspondence and Communications
• Assisting external & internal customers with Tier 1 support via phone or email correspondences
  
  

**User Acceptance Testing (UAT), Quality Assurance (QA), and Customer Experience**

• Assisting the BTU & BDS in designing, developing & enhancing web applications through Quality Assurance and user acceptance testing and developing testing scripts.
• Assists in requirements gathering for the development and maintenance of Agency web and mobile technologies and customer support processes.
• Performs user acceptance testing for web and mobile testing
• Uses the Washington Interactive Licensing Database (WILD) system and associated applications to complete timely updates, corrections, and maintenance of quality customer profiles.
• Completes data updates to customer profiles routinely using information obtained from customers, and WILD database.
  
  

**Customer Support**