Leg-Tech Careers

Available Positions

IT Customer Support Consultant


SALARY: $50,000.00 - $75,000.00 Annually
OPENING DATE: June 15, 2018
CLOSING DATE: July 6, 2018 5:00 PM Pacific

DESCRIPTION:

The Legislative Service Center, also known as LEG-TECH (pronounced 'LEDGE-TECK') is the non-partisan technology solutions provider for the Washington State Legislature. We are a team of highly competent technology professionals committed to consistently meeting or exceeding customer and team expectations with innovative products and services. Our team is passionate about technology and aims to provide a world-class IT customer service experience. Whether it takes the form of back-end infrastructure services, hardware and software troubleshooting, application development, supporting our hybrid cloud/on-premise environment, direct front-line customer support, help desk or training, we support a connected Legislature.

Our Customer Support Group team members work closely with our valued customers and internal stakeholders to provide frontline desktop support to the entire Legislature and nine legislative agencies. We are a small team that responds to our customers' needs with expert consulting and timely problem solving to keep the legislative process moving.

We are looking for people-oriented, customer-centric, outcome-focused individuals to support legislative staff and elected members with their IT needs. Our ideal candidate will be an outgoing, proactive, empathetic problem solver.

LEG-TECH offers competitive salaries, a comprehensive benefits package, flexible work schedules, and colleagues who truly enjoy what they do.

DUTIES:

Some of the Things You Will Enjoy Doing in this Role:

  • Help DeskSupport: Answering and responding to Help Desk phone calls. Logging, checking, and closing calls and direct service requests in a timely and accurate manner.
  • Direct Customer Support: Responding to customer requests for computer assistance, identifying computer related problems, resolving these problems directly. Coordinating escalation to other technical team members when appropriate. Tracking customer calls and on-site visits. Cross-training with other support staff to be able to back-up responsibilities in hardware, network, and telecommunications maintenance for customers.
  • Product Support: Assisting with hardware and software upgrades, installations, maintenance, and troubleshooting. Developing and maintaining internal installation and troubleshooting documentation regarding supported hardware and software. Demonstrating and maintaining a high level of proficiency in the use of supported software.
  • Testing: Participating in the evaluation and testing of software and hardware products before they are released to customers. Documenting testing results.
  • Special Projects: LEG-TECH is a custom-development driven service provider. As such, there are many opportunities and requirements to work on project teams helping to find the best solutions for customers.

Our Ideal Candidate:

  • Remains calm and professional in high-pressure, stressful, and urgent situations
  • Deescalates and reassures frustrated customers
  • Combines enthusiasm for working with people with customer-centric empathy
  • Demonstrates intellectual curiosity, emotional intelligence, confidence, and humility
  • Appreciates the value and contributions of others around them, is open to new ideas, and works to improve themselves and their team mates
  • Is self-motivated
  • Can understand customer perspectives, appreciate customer needs, and anticipate emerging demands
  • Has an ability to process new, complex information and collaborate with customers and other technical staff
  • Is comfortable operating in a fast-paced, constantly changing landscape
  • Can quickly come up to speed and understand the unique aspects of the Legislature and appreciate the business drivers for legislative technology
  • Conveys a professional demeanor in dress, appearance, communication, and attitude
  • Has a creative approach to problem-solving with ability to focus on details while maintaining a big picture perspective

Qualifications:

  • Two years' professional experience in providing customer service in information technology
  • Proficient in Microsoft Office suite of tools
  • Strong oral and written communication skills
  • Strong interpersonal skills
  • Good organizational and time management skills
  • Bachelor's Degree in Computer Science, Public Administration or related field is advantageous, but not required

This position may require long hours or weekend work during the legislative session, special session, and/or pre-session preparations.

Supplemental Information:
Interested persons should submit the following:

  • A letter of interest describing applicable qualifications and experience.
  • A résumé detailing the name(s) of employer(s), length of employment, position titles and scope of responsibilities.
  • Answers to the following questions:
    1. Describe your ability to perform in a fast-paced, results-oriented environment. How do you set priorities, use resources, and follow up on commitments?
    2. What is the most important aspect or characteristic you would bring to this position? Describe why you believe this is essential to the position.
    3. Describe your most challenging professional experience. Explain why and what was done to successfully meet the challenge.
    4. Describe your approach to troubleshooting technical issues.

Submit applications and paperwork to:

Legislative Service Center (LEG-TECH)
106 11th Avenue SW, Suite 2400
Olympia, WA 98501
Attn: Personnel or e-mail to:
lscpersonnel@leg.wa.gov

SELECTION PROCESS:
Screening will begin immediately and this recruitment is open until filled. Initial screening will be based solely on the information provided by the candidate. Interviews will be granted to candidates most closely matching the hiring criteria.

LEG-TECH is an equal opportunity employer.