IT Customer Support

Title:  IT Customer Support

Job Description:

Salary

$25.00 - $27.00 Hourly

Location

Thurston County – Olympia, WA

Job Type

Exempt

Remote Employment

Flexible/Hybrid

Job Number

Leg0083

Department

Joint Legislative Systems Committee  

Application screening will begin immediately, so we encourage you to submit your application materials soon. Once a selection has been made, the hiring manager will close the posting. 

THE OPPORTUNITY

This is a temporary position with the Customer Support Group that provides IT customer support to the Washington State Legislature during session starting November 2, 2026, and lasting approximately 25 weeks. The position is required to work mostly on the Capitol Campus, and there will be opportunities to work remotely after an initial training period. Typical work hours are between 7:30am-5:00pm with the potential for occasional weekend/evening work. This temporary position does not include benefits such as medical, dental, vision, leave, or retirement. 

The Customer Support Group is the face of the organization. In this position, you will provide over-the-phone and onsite customer support in account management, hardware and software troubleshooting, video conferencing, and other support tasks. This is a unique role requiring team members to have not only technical IT skills, but also a passion for providing excellent customer service. If you are interested in working in a dynamic environment that emphasizes team success and belonging, please apply. 

OUR MISSION & VISION

LEG-TECH is the nonpartisan technology solutions provider to the Washington State Legislature. Our mission is to provide secure, reliable, and innovative technology solutions with exceptional customer service. We incorporate our values of Respect, Business Excellence, Collaboration, Innovation, and Integrity at every level. Our work is engaging and rewarding, and you'll work with a talented team dedicated to continuous improvement in delivering great products and services! We are based in Olympia, Washington, on the beautiful Capitol campus.

 LEG-TECH offers a forward-thinking environment that keeps pace with technological and business advances and encourages professional growth through training and project opportunities. Our inclusive working environment supports diversity through equitable policy and practice. This is a great place to grow your career!

Duties

It is not expected for you to have all these skills upon beginning the role, but it’s critical to have some familiarity and the capability and interest in doing so.

Accounts and Access Management

• Complete assigned accounts and access tasks, such as permission changes, user activation/deactivation, password resets, account moves, and accounts-related troubleshooting 

Communication and Collaboration

• Communicate clearly and professionally with legislative staff.
• Demonstrate active listening and clarify understanding.
• Escalate issues within the group and with other agency work groups when needed and ensure proper call handling methods are followed.
• Work efficiently with co-workers and contribute to a supportive and positive work environment.
• Work with Infrastructure, System Administration, Application Delivery, and Cybersecurity teams to resolve issues related to the network, cybersecurity, software, and end-user hardware.

Customer Support

• Provide respectful and professional customer support over the phone, via email, and in-person.
• Consult and follow documented procedures and processes for incident management and escalation; use ticketing systems and knowledge base tools to resolve issues related to hardware, software, network services, etc.
• Assist customers in using and troubleshooting commonly used custom applications and off-shelf products.

Cybersecurity

• Follow cybersecurity policies and processes.
• Assist customers in responding to questions about suspicious activity.
• Escalate threats to the Cybersecurity team.
• Participate in the management of threat responses as needed. 

Hardware and Asset Management Support

• Assist customers in resolving common issues with hardware including computers, printers, monitors, AV equipment, and peripherals.
• Follow standard procedures for computer imaging, mobile device configuration, asset tracking, repair requests, and processing surplus.
• Assist in office moves and workstation, phone, and peripheral installation.

Network Troubleshooting

• Understand, assist, and troubleshoot physical and wireless connectivity problems.
• Learn and follow standard networking procedures for getting devices online (VLANs, network closets, WiFi networks).
• Assist customers in resolving remote access problems. 

Phones and Video Conferencing Support

• Assist customers with common issues regarding the phone system.
• Install and troubleshoot common phone system peripheral devices (headsets and conference phones).
• Assist customers with using video conferencing technologies.
• Assist customers with legislative cell phones.

Qualifications

OUR IDEAL CANDIDATE

• Is enthusiastic and excited about technology and is continuously striving and suggesting ways to improve systems and processes to gain efficiencies and better serve customer needs.
• Has strong technology troubleshooting and problem-solving skills; can recognize patterns from limited information.
• Has a passion to serve Washington state citizens by providing key technology solutions to the lawmaking process.
• Has the ability to always remain non-partisan, polite, and professional and adjust efficiently to the needs of different customers.
• Is a team-player, able to work across multiple functional groups, and contributes to a supportive and positive work environment.
• Communicates clearly and professionally. Possesses strong written communication skills.

QUALIFICATIONS

• Experience providing direct customer support within an IT service desk; utilizing ITSM tools, ticketing systems, remote desktop troubleshooting, active directory management; and managing, imaging, and deploying IT assets. 
• Experience adapting to client needs in a customer service capacity. 
• Experience solving other users' problems with Windows desktop, Microsoft Office products, cell phones, video conferencing equipment, computer peripherals, and various other software or hardware.
• Demonstrates basic knowledge of ITSM best practices and has a general understanding of the Legislature and legislative processes.

• Ability to work independently in a fast-paced team environment and yet take direction from others. 

OTHER REQUIREMENTS & INFORMATION

• Applicants must be a resident of Washington State or willing to relocate.
• Applicants must be eligible to work in the United States without Visa sponsorship.
• This is a hybrid work position in Washington State. While we embrace a “remote-first” work approach, this is a crucial role, and an on-site presence will be necessary, but predictable at times. Developing rapport with our team and customers is critical in this role. We rely on discretion to determine when team, colleague, and customer interactions require an in-person presence.
• Extended hours and weekend work may be required during the legislative session and special sessions, for pre-session preparations, and during anticipated workload surges. 
• Must be able to lift at least 50 pounds. 

LEG-TECH is an Equal Opportunity Employer. We are committed to maintaining a respectful and inclusive workplace that reflects the diversity of the state we serve.

To find out more about LEG-TECH, please visit our website.