Description

The Washington State Office of Superintendent of Public Instruction (OSPI) seeks to fill EDS Technical Support (481D - IT SUPPORT TECHNICIAN 2). This full-time position is based in Olympia, Washington. This position may be eligible for partial to near full-time telework. Telework is a combination of in-building and off-site days. We encourage interested candidates to visit the OSPI website to gain insight into our agency.

About OSPI and our initiatives
OSPI is the primary agency charged with overseeing public K–12 education in Washington state. Working with the state's 295 public school districts and 7 state-tribal education compact schools, OSPI allocates funding and provides tools, resources, and technical assistance so every student in Washington is provided a high-quality public education.

At OSPI, we recognize that our employees are the key to the success of the agency. We are committed to our work but value the balance with our personal lives. We demonstrate our commitment to employees by providing an environment that stimulates professional growth and values them for their expertise. OSPI is a great place to work and has several initiatives to help create a great working environment, including:

• We support a healthy work/life balance by offering flexible/alternative work schedules and mobile and telework options. (Depending on job duties and work location.)
• We have an Infant at Work Program that is based on long-term values of newborns and infant-parent bonding. Eligible employees who are new parents or legal guardians can bring their infant (six weeks to six months) when returning to work. (Depending on job duties and work location.)
• We value and are actively involved in promoting diversity, equity and inclusion within OSPI by way of cross-divisional, collaborative committee. The focus of the committee includes employee engagement and education; reinforcing OSPI values; and maximizing the value of diversity and identifying strategies for inclusion.

Vision, Mission, and Values
Vision: All students prepared for post-secondary pathways, careers, and civic engagement.

Mission: Transform K-12 education to a system that is centered on closing opportunity gaps and is characterized by high expectations for all students and educators. We achieve this by developing equity-based policies and supports that empower educators, families, and communities.

Values: Ensuring Equity, Collaboration and Service, Achieving Excellence through Continuous Improvement, Focus on the Whole Child

Equity
Each student, family, and community possesses strengths and cultural knowledge that benefits their peers, educators, and schools. Ensuring educational equity:

• Goes beyond equality; it requires education leaders to examine the ways current policies and practices result in disparate outcomes for our students of color, students living in poverty, students receiving special education and English Learner services, students who identify as LGBTQ+, and highly mobile student populations.
• Requires education leaders to develop an understanding of historical contexts; engage students, families, and community representatives as partners in decision-making; and actively dismantle systemic barriers, replacing them with policies and practices that ensure all students have access to the instruction and support they need to succeed in our schools.

Position Overview
This position supports OSPI Programs and School Districts (customers) with incidents involving Educational Data System (EDS) applications that require technical expertise, identification of problems to escalate for technical resolution by Data and Application Specialists, and coordination with key stakeholders of OSPI programs for a response to resolving those incidents. This position will work directly with customers to implement and validate solutions for recurring technical issues that cause inaccurate or missing data collection in supported complex custom set of interoperable applications and databases. This position will initiate and provide requested status communication and ongoing support throughout an outage period until customer issues are corrected.

Key Responsibilities
Technical Support

• Analyzes incidents for technical issues with EDS applications; to determine defects for technical resolution; and coordinate with agency programs for business process support.
• Troubleshoots incidents of technical issues with EDS applications, to apply predefined solutions or implement workarounds.
• Documents incidents for consistent response and performance monitoring.
• Provides system availability and status communication for scheduled outages and preplanned maintenance events.
• Creates and maintains process modeling library of documentation for detailing technical specifications of EDS applications.

Access Management

• Monitors accessibility of systems, reports any outage, troubleshoots connectivity issues, validates restoration of services, and keeps stakeholders informed of status.
• Maintains accuracy of identity records in EDS Administration.
• Manages login accounts. Assigns and removes approved security roles.
• Monitors availability and interoperability for EDS applications and databases. Analyzes and identifies extent of affected applications, promptly reporting outages.
• Provides access management services of disparate systems that provide supplemental EDS application functionality.

Product Specialist for EDS Applications

• Provides troubleshooting, root cause analysis, and testing for technical resolutions of developed in support of EDS applications.
• Participates as technical expert for the annual Directory Review project
• Performs unique application functionality to accurately merge and split improperly issued SSIDs.
• Creates, organizes, and maintains business process modeling library for custom developed applications that support unique program data collection and reporting requirements.

Required Qualifications:

• An Associate's Degree in Computer Science, Information Technology, or closely related field; OR completion of a two (2) year accredited vocational training program in IT or related program; or two (2) years recent professional experience as an IT support technician/specialist or product specialist that provides direct customer support of technical products.
• Experience applying IT service management principles and techniques.
• Understands the standards and best practices for software quality assurance.
• Demonstrates ability to effectively communicate verbally and in writing, complex technical ideas to customers with varying degrees of expertise and understanding.
• Proficient in use of Microsoft Office (Teams. Notebook, Outlook, Word, Excel) productivity suite of applications.

Desired Qualifications:

• CompTIA Certification; A+ preferred
• The Open Group IT4IT Certification preferred, or Axelos Certification; ITIL 4 Foundation

Condition of employment:
Per WAC 357-04-125 all state employees must be fully vaccinated or request an exemption due to disability and/or medical condition or if the request conflicts with the employee’s sincerely held religious belief, practice, or observances. Your vaccine status will need to be verified before extending the official employment offer.

Compensation
The annual compensation for the position is $44,808 - $60,156 per year and depends upon experience, educational background and qualifications. Geographic differentials may be applied based on work location of successful candidate. Washington State offers a generous benefit package including health, dental and life insurance, retirement and an optional deferred compensation program. Please visit Health Care Authority for information regarding health benefits and the Department of Retirement Systems for retirement plan information. This is a general service position. This position is not represented by a bargaining unit.

Application Process
Those interested in this position must apply through Careers.wa.gov. Applications must include the following documents in MS Word and PDF format only:

• A letter of interest specifically addressing the qualifications listed in this announcement;
• A current résumé, and;
• A list of three or more professional references.

Please address any questions to:
Sal Salazar, Human Resources
Office of Superintendent of Public Instruction
600 Washington Street Southeast
Olympia, Washington 98504-7200
360-725-6278 : sal.salazar@k12.wa.us

Persons needing accommodation in the application process or this announcement in an alternative format may contact the Human Resources Office at (360) 725-6270 or (360) 725-6066, or e-mail hroffice@k12.wa.us.

New Jobs Alert Service
OSPI offers a subscription service, which regularly notifies subscribers of new OSPI employment opportunities on careers.wa.gov. Subscribers are notified via text or email alert. If you are interested in this service, then please subscribe at this location.

OSPI is an equal opportunity employer and encourages applications from job seekers who will contribute to our diversity . OSPI provides equal access to all programs and services without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability. If you would like, please include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process. Persons needing accommodation in the application process or this announcement in an alternative format may contact the human resource consultant listed in “Application Process.”