Desktop Services Specialist (IT Customer Support - Journey)
Washington State Department of Transportation
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Benefits offered by this job
Job summary
Washington State Department of Transportation is seeking a journey-level IT Customer Support Specialist to provide operational technology support across agency divisions. You will diagnose, troubleshoot, and resolve issues with workstations, devices, software and hardware in a 24-hour environment.
Role requires strong customer service, problem-solving, and independent management of complex technology issues while supporting diverse business needs.
Qualifications
- Demonstrated professional technical support experience with client computing hardware, OS, firmware updates and peripherals.
- Customer support experience with troubleshooting and incident management.
- In-depth experience with Microsoft 365, Windows OS, Intune, AD, and Office Suite.
- Ability to manage priorities and deadlines across concurrent projects.
- Willingness to learn and adapt in a dynamic environment.
Responsibilities
- Provide journey-level technical expertise to troubleshoot and resolve enterprise technology issues.
- Collaborate with employees and units at various sites or remotely.
- Manage lifecycle of support requests in the incident system with SLAs.
- Administer cloud environments by managing user licensing and security groups.
- Diagnose and remediate conflicts involving GPOs and app interoperability.
- Execute configuration management with Intune and SCCM to deploy software and updates.
- Deploy images for laptops/desktops meeting agency specs.
- Install and sustain peripherals including docking stations and multi-monitor setups.
- Deliver ongoing technical training to maximize adoption of new features.
Skills
Tools
Job description
Salary : $74,268.00 - $99,924.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number: 26DOT-HQ-01008
Department: Dept. of Transportation
Division: Headquarters
Opening Date: 09/23/2026
Closing Date: 9/30/2026 11:59 PM Pacific
About WSDOT The Washington State Department of Transportation (WSDOT) is a multimodal agency with a global reputation for excellence. Our dedicated workforce plans, designs, builds, and operates an integrated transportation system that safely and efficiently moves people and goods throughout the state. In addition to maintaining over 20,000 lane miles of state highway and 4,100 bridges, WSDOT leads an award-winning Active Transportation Plan, manages the world’ longest floating bridge, and operates the largest ferry system in the nation!
WSDOT Technology Services Division (TSD) is seeking a journey-level IT Customer Support specialist to provide critical operational technology support for agency divisions and business units whose work directly impacts transportation construction, maintenance, and the traveling public. In this role, you will independently diagnose, troubleshoot and resolve complex issues involving workstations, mobile devices, peripherals, software and other supported systems, including non‑standard hardware configurations and specialized software suites. The position will provide technical expertise and customized technology solutions that support WSDOT’s mission in a 24‑hour environment, ensuring employees have the reliable computing resources needed to operate and improve Washington’s transportation system. Candidates that possess advanced troubleshooting and problem‑solving skills, sound technical judgment, strong customer service skills, and the ability to independently manage complex technology issues while effectively supporting diverse business needs are encouraged to apply.
The TSD Headquarters Region Technology Field Services Workstation Support Team provides consultation, planning, configuration, implementation, administration, maintenance, troubleshooting and lifecycle asset management for workstations, mobile devices, software, operating systems and print and scanning technologies, while also supporting technology projects and stakeholder training. The team supports more than 2,000 employees and 5,000 technology assets at multiple locations across the agency.
Among the varied range of responsibilities held within this role, the Desktop Services Specialist will:
- Provide journey‑level technical expertise to troubleshoot and resolve routine and more complex enterprise technology issues.
- Collaborate with employees and business units in‑person at various sites throughout the Headquarters Region or via remote consultation.
- Manage the full lifecycle of technical support requests within the BMC Helix Incident Management system, ensuring tickets are accurately documented, prioritized and resolved according to service level agreements.
- Administer cloud‑based environments by managing user licensing, shared resources and security groups within Microsoft Entra ID.
- Diagnose and remediate routine conflicts involving Group Policy (GPO), enterprise applications and hardware/software interoperability.
- Execute configuration management tasks using Microsoft Intune and Endpoint Configuration Manager to automate software deployments, enforce device compliance policies and streamline operating system updates.
- Deploy enterprise laptops and desktops by configuring standard WSDOT images, ensuring all firmware, OS builds and specialized line‑of‑business applications meet agency specifications.
- Install and sustain critical peripherals‑including docking stations, multi‑monitor setups and networked imaging devices.
- Develop and deliver ongoing technical training for Headquarters Region employees. Focus on maximizing the adoption of new features and ensuring staff are proficient in using modern workplace technologies to meet mission objectives.
To be considered for this opportunity, the following competencies are required:
- Technical Support: Demonstrated professional technical support experience with client computing hardware, operating systems, firmware updates, application installation, security patching, system‑level support tools and peripherals, including monitors, docks and printers.
- Customer Support & Troubleshooting: Extensive customer support experience with system administration, technical troubleshooting, problem solving and the ability to formulate solutions using established workflows and manage assigned work priorities.
- Microsoft Technologies: In‑depth experience supporting Microsoft 365, Microsoft operating systems, Microsoft Office Suite, Microsoft Intune, Active Directory Group Policy, iOS and standard Adobe products.
- Time & Task Management: Ability to assess requirements, complete assignments within established timelines and manage priorities across concurrent projects and engagements while working independently and proactively to achieve high‑quality outcomes in dynamic, deadline‑driven environments.
- Growth Mindset & Service‑Oriented: Actively demonstrates a commitment to learning and growth. Takes action to meet the needs of others.
- A valid driver’s license and the ability to operate state‑owned vehicles.
- Ability to maneuver and transport various materials and/or equipment weighing up to 50 pounds.
- Ability to use powered and non‑powered tools.
- Cybersecurity: Knowledge of or experience with cybersecurity technologies, including vulnerability management, intrusion detection and prevention, application security, network security, incident response and handling, anti‑virumalware management and security assessments.
- Relevant Certifications: Demonstrated foundational knowledge of ITIL framework and standards typically obtained through ITIL certifications.
- Desktop Technology: Knowledge of desktop computer hardware, software, architecture and operational theory.
- Systems Management: Knowledge of imaging, Group Policy, task sequences and networked computing environments and infrastructure.
- Information Technology Project Management: Knowledge of information technology project management principles and practices.
- PowerShell: Knowledge of scripting using Microsoft PowerShell.
- This recruitment may also be used to fill additional positions per business needs.
- This position requires regular travel to various sites throughout the region and occasional travel to other sites across the state with possible overnight stays.
- In addition to base salary, employees may be entitled to other forms of compensation depending on the type, duties or location of the position. For union‑represented positions, more information on other forms of compensation can be found in the applicable Information on other compensation types for non‑represented positions can be found in of the Washington Administrative Code.
- This position offers flexible/hybrid remote work options.
- WSDOT does not use the E‑Verify system, therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit
- Work‑Life Balance – We are committed to ensure that our staff experience the reward of public service, while also sustaining a routine that suits each individuals’ lifestyle. As such, there are a number of flexible schedule options available, including telework options for eligible positions.
- Paid Leave – In addition to 12 paid holidays, full‑time employees earn up to 25 paid vacation days per year!
- Tuition Assistance – Permanent employees have several options for assistance with education expenses, including tuition reimbursement programs, government discounts at participating colleges throughout the state and eligibility for federal student loan forgiveness.
- Plan For Your Future – WSDOT offers a comprehensive benefits package that includes a variety of healthcare options. Employees also have their choice of state retirement programs, and much more. Go to for more information.
For inquiries about this posting, you may contact the assigned Recruiter at . Please be sure to reference 26DOT-HQ-01008 in the subject line.
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.
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.
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.
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.
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.
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.
Full‑time and part‑time employees are entitled to paid holidays and one paid personal holiday per calendar year.
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 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 accrual 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.
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 non‑overtime 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.
Washington State supports members of the armed forces with 21 days paid military leave per year.
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.
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
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