IT Customer Support - Entry

Salary: $62,988.00 - $84,744.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Job Number: 2026-03763
Department: Office of Financial Management
Division: Information Technology Services
Opening Date: 05/11/2026
Closing Date: 5/18/2026 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step

Description
Why work for OFM
The Office of Financial Management OFM) serves as the backbone of the Washington state government. Our mission is to make our state a better place by connecting people, budgets, policies, data, and systems for state agencies and the Legislature. Our team includes budget advisors, researchers, and other experts, all dedicated public servants working towards an equitable future for every Washingtonian. If you want to play a key role in enhancing how state government serves its citizens, you've found the right place. Join us in making a meaningful difference for every Washingtonian!

The job opportunity
Are you ready to make a difference in the world of IT support? We're looking for a tech-savvy problem solver with a passion for customer service to join our team! This position offers the perfect mix of technical challenges and opportunities to grow your skills while contributing to critical systems and applications.

In this role, you will provide Tier 1 support for all applications and services and also provide Tier 2 system administration support for several systems, including Human Resources and Payroll IT applications. You will track and categorize requests, maintain a knowledge base for application support, and develop technical documentation.
What you'll work on

• Provide Tier 2 system administration for multiple applications, including the MyPortal and HRMS applications used by agencies statewide
  • Assist in correcting issues reported by agency users
  • Assist with account management in HR and other systems
  • Identify and resolve technical and data issues that will or may affect the customer
  • Use remote assistance tools to troubleshoot and resolve browser, UI/application, and other desktop issues for users
  • Create and maintain technical documentation in support of the endpoint environment
  • Provide technical expertise and advice in troubleshooting and solving issues with connectivity, hardware, and supported software/applications
• Provide Tier 1 technical support for all OFM services
  • Under the ITIL framework of best practices, serve as the first point of contact for customers reporting incidents, problems, and service requests for all OFM-supported applications and services
  • Triage reported incidents to determine impact, urgency, and appropriate course of action
  • Utilize the GovDelivery communications tool to create and send customized notifications regarding system outages, planned maintenance, and other service updates for all supported services and applications
• Maintain knowledge base and develop user guides for enterprise applications
  • Develop user guides and other technical support documentation for the enterprise applications
  • Maintain the knowledge base of self-service information for OFM customers and staff for supported services
  • Document and publish frequently asked questions as needed
• Test enterprise application modifications
  • Perform testing tasks to ensure changes made to enterprise applications are ready for production
  • Document and report test findings to the development team
• For identified issues, verify that workarounds for customers are viable until a permanent fix is in place

What we need you to bringRequired Qualifications:

• Demonstrated ability to diagnose, analyze, and resolve technical issues across enterprise applications, systems, and end-user environments.
• Demonstrated ability to provide responsive, clear, and effective technical assistance to users with varying levels of technical knowledge.
• Demonstrated ability to manage multiple tasks, incidents, and service requests while maintaining service levels.
• Experience evaluating technical problems, analyzing data or system behavior, and determining appropriate corrective actions.
• Experience in administering user accounts, permissions, and system access controls securely and accurately.
• Experience in creating, maintaining, and improving documentation and knowledge resources to support users and IT staff.
• Ability to manage incidents, service requests, and problem resolution processes using structured IT service management practices.
• Ability to validate system changes and ensure enterprise applications function correctly before production release.
• The ability to take action to learn and grow.
• The ability to meet the needs of others.

Desired Qualifications:

• Four (4) years of information technology experience supporting, analyzing, installing, and/or maintaining computer software applications, hardware, or network infrastructure equipment, to include Help Desk or Call Center Support, providing customer or technical support in information technology.
• Proficient in MS Office Suite (Outlook, Word, Excel), including M365 web versions.
• Knowledge of enterprise applications and business processes supported by OFM.
• Proven ability to stay calm and de-escalate tension.
• Awareness of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts.
• Experience with Active Directory and/or Exchange management console or other similar account management tools.

We are committed to finding the candidate whose skills and experience align best with this role. We recognize that strong candidates may come from a variety of professional backgrounds and experiences. If your qualifications align with the role and you excel in collaborative environments, can manage competing priorities, and are committed to equitable and inclusive practices, we encourage you to apply.
Supplemental Information
What we offer
At OFM, we foster a culture of integrity, innovation, inclusion, and belonging. We value both learned and lived experiences, believing that diversity makes us stronger. To support your health and well-being, we offer a variety of benefit programs for our employees.

Please visit our Recruitment site for a full list of employee benefits. Here's a quick glance at some of the unique benefits that OFM offers:

• A culture that values and strives to advance diversity, equity, inclusion, and belonging
• Medical, Dental, Vision, and Life Insurance
• 12 paid holidays, 14 paid vacation days (minimum), and 12 days of sick leave per year
• State retirement programs

Application Process: Once you've decided to apply for a state government job, you'll complete an online application to showcase your qualifications. Keep in mind that once you submit the application, a real person will read it. We do not use AI or other technology to screen your application. Please ensure you provide clear, detailed information about your work history so your qualifications can be accurately assessed. We will contact the top candidates directly to schedule interviews. If you require a reasonable accommodation during the application process, please call 7-1-1 or 1-.

When completing your application, please attach all of the following required documents:

• Cover letter: describing your qualifications for this specific position
• Resume: that details your applicable experience and education.
• References: at least three professional references and their current contact information.

Questions: OFM's Staff ASL interpreter is available to all deaf and hard-of-hearing applicants. For questions about this recruitment or to request a reasonable accommodation in the application or interview process, please email us at

The Office of Financial Management 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 with disabilities, persons over 40 years of age, and disabled and Vietnam-era veterans are encouraged to apply.
This position is exempt from civil service rules.
For more information, please see .
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing

Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026
01

The application process requires that you attach a cover letter detailing how you meet the qualifications of this position and a resume. Please check your attachments and click below to indicate you have attached the required documentation.

• Yes, I have attached a cover letter and a resume.
• No, I have not attached a cover letter and a resume.

02

Please indicate your current work authorization status in the United States:

• I am a U.S. citizen or lawful permanent resident () authorized to work in the United States permanently.
• I hold a temporary work authorization visa (including F-1 OPT/CPT, H-1B, TN, etc.) or will require current or future sponsorship.

03

Do you have experience in diagnosing, analyzing, and resolving technical issues across enterprise applications, systems, and end-user environments?

• Yes
• No

04

If you answered "Yes" to the above question #3, describe your experience. If not, type NA.
05

Do you have experience evaluating technical problems, analyzing data or system behavior, and determining appropriate corrective actions?

• Yes
• No

06

If you answered "Yes" to the above question #5, describe your experience. If not, type NA.
07

Do you have experience administering user accounts, permissions, and system access controls securely and accurately?

• Yes
• No

08

If you answered "Yes" to the above question #7, describe your experience. If not, type NA.
Required Question