Help Desk/MDM Admin (IT Customer Support - Journey)
Apply NowCompany: State of Washington
Location: Olympia, WA 98501
Description:
Salary: $70,692.00 - $95,112.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Exempt
Job Number: 2025-01792
Department: Office of Financial Management
Division: Information Technology Services
Opening Date: 03/17/2025
Closing Date: 3/24/2025 11:59 PM Pacific
Description
Why work for OFM?
The t (OFM) serves as the backbone of 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
We are seeking a dedicated Help Desk/Mobile Device Management (MDM) Admin to join our team. This position is responsible for configuring and maintaining the operating systems, hardware, and software for all mobile devices, as well as administering the current MDM solution. This position is also a member of the OFM Help Desk team, where you will triage incidents and service requests, maintain documentation for application support, develop technical documentation, and more. Additionally, you will provide support for other telecommunications services, including Sponsored Guest WiFi management, long-distance access, and desktop phone support. As the first point of contact for all customers, you'll play a critical role in supporting agency applications and services. If you have strong technical expertise, problem-solving skills, and a passion for delivering excellent customer support, we encourage you to apply!
Duties
What you'll work on
Qualifications
What you need to bring
Required Qualifications:
Desired Qualifications:
Core Competencies:
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 for a full list of benefits available to employees. Here's a quick glance at some of the unique benefits that OFM offers:
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 is going to read it. We do not use AI or other technology that screens your application and rejects it. So please be sure to provide clear and 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 need reasonable accommodation in applying, please call 7-1-1 or 1-800-833-6384.
Your application will not be considered complete and sent to the hiring teams for review, unless you attach all the following:
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 of disability, 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, are entitled to three (3) 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 12-31-2022
01
The application process requires that you attached a cover letter detailing how you meet the qualifications of this position and a resume. Please click below to indicate you have attached the required documentation.
02
Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to work legally for our agency in the United States?
03
Do you have four (4) years of information technology experience supporting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications or network infrastructure equipment, which includes at least one (1) year of Help Desk or Call Center Support providing customer or technical support in information technology.
04
Do you have four (4) years of experience supporting mobile devices.
05
Do you have an awareness of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts.
06
If you answered "Yes" to the question above, in one (1) to two (2) paragraphs please describe your experience with ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts.
07
How did you first learn about this job opportunity?
08
If you selected OFM or State employee, BRG, Career Fair event, or Other on the previous question, please list the name of the person and/or organization in the space below, otherwise type NA.
Required Question
Location : Thurston County - Olympia, WA
Job Type: Exempt
Job Number: 2025-01792
Department: Office of Financial Management
Division: Information Technology Services
Opening Date: 03/17/2025
Closing Date: 3/24/2025 11:59 PM Pacific
Description
Why work for OFM?
The t (OFM) serves as the backbone of 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
We are seeking a dedicated Help Desk/Mobile Device Management (MDM) Admin to join our team. This position is responsible for configuring and maintaining the operating systems, hardware, and software for all mobile devices, as well as administering the current MDM solution. This position is also a member of the OFM Help Desk team, where you will triage incidents and service requests, maintain documentation for application support, develop technical documentation, and more. Additionally, you will provide support for other telecommunications services, including Sponsored Guest WiFi management, long-distance access, and desktop phone support. As the first point of contact for all customers, you'll play a critical role in supporting agency applications and services. If you have strong technical expertise, problem-solving skills, and a passion for delivering excellent customer support, we encourage you to apply!
Duties
What you'll work on
- Deploy and configure mobile devices, including upgrades/replacement of deployed devices as needed.
- Work directly with vendor(s) and other IT professionals to resolve issues with mobile devices and the mobile device management (MDM) system.
- Coordinate with vendor(s) to replace devices per contract agreement.
- Lead the tactical planning for mobile device upgrades/replacements (hardware refresh).
- Under ITIL framework of best practices and as part of the OFM Help Desk, serve as the first point of contact for customers reporting incidents, problems and customer service requests for the state's enterprise applications and other IT issues.
- Send and post system outage notifications to include status updates as needed.
- Utilize ticketing tools to detect, record, prioritize, troubleshoot, resolve or escalate customer reported incidents and requests, and gain customer acceptance of incident resolution.
- Provide technical support to OFM and Governor's Office customers by performing troubleshooting to determine incident and problem cause.
- Create accounts and reset passwords for enterprise applications and network logins.
- Analyze and configure browser settings in multiple browsers to enable and disable settings to support the enterprise applications.
Qualifications
What you need to bring
Required Qualifications:
- Four (4) years of information technology experience supporting, analyzing, designing, programming, installing and/or maintaining computer software
- applications, hardware, telecommunications or network infrastructure equipment, which includes at least one (1) year of Help Desk or Call Center Support providing customer or technical support in information technology;
- Four (4) years of experience supporting mobile devices;
- Awareness of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts; and
- Proficiency in MS Office Suite (Outlook, Word, Excel).
Desired Qualifications:
- Experience with Exchange management console and other account management tools; and
- Knowledge of enterprise applications and business processes supported by OFM.
Core Competencies:
- COMMUNICATIONS - Presents ideas effectively, clearly, and concisely in formal and informal situations. Listens well, asks good questions, and communicates well in writing.
- TEAMWORK - Works cooperatively with others as an active member of a team, participates and fosters teamwork, and influences others within a team.
- PERSONAL RESPONSIBILITY - Demonstrates the personal and professional characteristics that are needed to meet the organization's expectations and demands of the workplace.
- CUSTOMER RELATIONS - Anticipates, assesses, and responds effectively to the needs of diverse customers, making excellent customer service a high priority.
- JOB MANAGEMENT - Takes responsibility for one's own performance by setting clear goals and balancing critical job requirements through the proper use of task management, results orientation, stress management, and problem-solving skills.
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 for a full list of benefits available to employees. Here's a quick glance at some of the unique benefits that OFM offers:
- An environment of
- Tuition reimbursement
- 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 is going to read it. We do not use AI or other technology that screens your application and rejects it. So please be sure to provide clear and 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 need reasonable accommodation in applying, please call 7-1-1 or 1-800-833-6384.
Your application will not be considered complete and sent to the hiring teams for review, unless you attach all the following:
- 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 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 of disability, 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, are entitled to three (3) 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 12-31-2022
01
The application process requires that you attached a cover letter detailing how you meet the qualifications of this position and a resume. Please 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
Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to work legally for our agency in the United States?
- Yes
- No
03
Do you have four (4) years of information technology experience supporting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications or network infrastructure equipment, which includes at least one (1) year of Help Desk or Call Center Support providing customer or technical support in information technology.
- Yes
- No
04
Do you have four (4) years of experience supporting mobile devices.
- Yes
- No
05
Do you have an awareness of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts.
- Yes
- No
06
If you answered "Yes" to the question above, in one (1) to two (2) paragraphs please describe your experience with ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) concepts.
07
How did you first learn about this job opportunity?
- Word of mouth (e.g., friends, family, neighbor, etc.)
- OFM employee
- Other State employee
- Business Resource Group (BRG's)
- Career fair event
- Careers.wa.gov
- DeafNation
- Public job sites (e.g., Indeed, LinkedIn, Handshake, ZipRecruiter, Glassdoor, Monster, etc.)
- WorkSource Office or similar
- OFM website
- governmentjobs.com
- Other
08
If you selected OFM or State employee, BRG, Career Fair event, or Other on the previous question, please list the name of the person and/or organization in the space below, otherwise type NA.
Required Question