Enterprise IT Desktop & Cloud Support Specialist

Nigel Wright Consultancy Ltd (UK); Olympia (WA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible/hybrid remote work options

Job summary

Washington State Department of Transportation (WSDOT) is seeking a journey-level IT Customer Support specialist to diagnose, troubleshoot, and resolve complex issues across workstations, mobile devices, and software in a 24-hour environment. You will manage tickets, deploy standard images, and deliver technical training to staff at multiple sites.

Reliable computing resources and strong customer service are essential as you collaborate with teams across the Headquarters Region and business units

Qualifications

• Demonstrated professional technical support experience with workstations, OS, firmware updates, peripherals, and printers.
• Extensive customer support experience with system administration and troubleshooting.
• In-depth experience supporting Microsoft 365, Windows, Intune, AD and Office Suite.

Responsibilities

• Provide journey-level technical expertise to troubleshoot and resolve routine and complex enterprise technology issues.
• Collaborate with employees and business units in-person or via remote consultation.
• Manage the full lifecycle of technical support requests in the BMC Helix Incident Management system.
• Administer cloud-based environments by managing user licensing, shared resources, and security groups in Microsoft Entra ID.
• Diagnose and remediate conflicts involving Group Policy, enterprise apps, and hardware/software interoperability.
• Execute configuration management tasks with Microsoft Intune and Endpoint Configuration Manager for software deployment and OS updates.
• Deploy enterprise laptops/desktops with standard WSDOT images and ensure compliance.
• Install and sustain critical peripherals including docking stations, multi-monitor setups, and imaging devices.
• Develop and deliver ongoing technical training for Headquarters Region employees.

Skills

Technical Support

Customer Support

Microsoft Technologies

Time & Task Management

Growth Mindset

Tools

BMC Helix

Microsoft Intune

Endpoint Configuration Manager

Group Policy (GPO)

Active Directory

Microsoft Entra ID

Microsoft 365

Job description

Washington State Department of Transportation (WSDOT) is seeking a journey-level IT Customer Support specialist to diagnose, troubleshoot, and resolve complex issues across workstations, mobile devices, and software in a 24-hour environment. You will manage tickets, deploy standard images, and deliver technical training to staff at multiple sites.

Reliable computing resources and strong customer service are essential as you collaborate with teams across the Headquarters Region and business units