IT Customer Support – Journey (Project)

State of Washington; Shoreline (WA); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Flexible schedule options

Paid leave and holidays

Tuition assistance

Public service benefits

Job summary

Washington State Department of Transportation (WSDOT) seeks an IT Customer Support Specialist to support the Northwest Region’s end-user computing environment. You will diagnose and resolve complex technical issues across desktop, laptop, tablet, and mobile devices, while deploying software and devices and providing user training.

The role requires strong troubleshooting, collaboration with vendors and staff, and a commitment to reliable IT support in a dynamic public agency setting.

Qualifications

• Demonstrated experience as a customer support technician with system administration troubleshooting and problem solving.
• Technical consulting and installation of IT hardware/software using procedures.
• Experience with M365, Windows OS, SCCM, Active Directory, iOS, and Adobe products.
• Able to manage priorities across concurrent projects.
• Strong communication and collaboration with customers and teams.

Responsibilities

• Provide technical customer support for end-user computing remotely and on-site within NWR.
• Deploy devices and software to end-users at various locations with travel.
• Diagnose and resolve complex issues with group policy, hardware and software conflicts.
• Mentor staff and provide training to end users and teammates.
• Offer face-to-face and remote user training on hardware and software.

Skills

Technical Customer Support

Time & Task Management

Collaboration & Customer Service

Growth Mindset

Technical Consultation

Enterprise Technology Support

Tools

M365

Windows OS

SCCM

Active Directory

iOS

Adobe Products

Job description

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's longest floating bridge, and operates the largest ferry system in the nation!

The Opportunity

WSDOT is currently seeking a non-permanentjourney-level IT Customer Support Specialist to support the Northwest Region (NWR) end-user computing environment by independently identifying and resolving routine and complex technical issues related to desktop, laptop, tablet, and mobile device hardware and software, operating systems, audio/visual systems, printing devices, and related components. This position plays a critical role in ensuring the agency can accomplish its mission of providing safe, reliable, and cost-effective transportation options by supporting high-profile transportation infrastructure projects within the NWR and the Urban Mobility and Access Management (UMAM) Division. Our top candidates will possess demonstrated technical troubleshooting skills, foundational knowledge of end-user computing systems and devices, adaptability in a fast-paced environment, and a commitment to providing reliable, responsive, and solutions-oriented support.

What to Expect

The NWR Technology Services Team provides services to over 2000 employees among 61 sites in a six-county area, including NWR and the agency’s UMAM Division including I-405/SR 167 Corridor, Puget Sound Gateway, SR 520 Bridge Replacement, Interstate Bridge Replacement (IBR) and HOV, Tolling, Aviation, Rail and Alaskan Way Viaduct Replacement, in the Puget Sound area that are making multi-modal investments in partnership with local agencies on WSDOT’s facilities.

Among the varied range of responsibilities held within this role, the IT Customer Support Specialist will:

• Provide technical customer support using methods to monitor, maintain, and support WSDOT workstation and mobile devices remotely and on premises at any of the locations within NWR.
• Deploy devices, peripherals, and software to end-users within NWR at various on/off-site locations requiring daily/weekly travel.
• Resolve complex technical support issues by diagnosing group policy, application, hardware, and software conflicts; consult with vendors and agency technical experts as needed; develop and implement solutions; and provide guidance and knowledge transfer to customers and technical staff.
• Mentor and develop permanent, temporary, and contract employees as needed to ensure junior staff are fully trained and equipped to perform their responsibilities.
• Provide training for end users in one on one and group settings on all facets of computer hardware and software.

Qualifications

To be considered for this opportunity, the following competencies are required:

• Technical Customer Support:Demonstrated experience as a customer support technician with system administration troubleshooting and problem solving skills with ability to formulate solutions using existing workflows and to manage assigned work priorities.
• Technical Consultation & Systems Administration:Technical and operational knowledge and experience providing technical consulting and performing installation of IT hardware and software using existing procedures.
• Enterprise Technology Support:Experience as a team member supporting M365, Microsoft Operating Systems, Microsoft Office Suite, Systems Center Configuration Manager and Active Directory Group Policy Manager, iOS and standard Adobe products.
• Time & Task Management:Demonstrated ability to complete assignments within established timelines and manage priorities across concurrent projects and engagements. Skilled in working independently and proactively to ensure high-quality outcomes in dynamic, deadline-driven environments.
• Collaboration & Customer Service:Demonstrated ability to communicate effectively, provide professional customer service, and build collaborative working relationships with customers, team members, and stakeholders to deliver high-quality IT support.
• Growth Mindset &Service-Oriented: Actively demonstrates a commitment to learning and growth. Takes action to meet the needs of others.

The following qualifications are also required:

• 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.

It is preferred that qualified candidates also demonstrate/have:

• Cybersecurity Technologies:Demonstrated expertise in one or more of the following cybersecurity technologies Vulnerability management, Intrusion detection and prevention, Application security, Network security, Incident response and handling, Anti-virus/malware management, and/or Security assessments.
• Cybersecurity Standards & Compliance:Working knowledge of cybersecurity requirements such as WaTech Security Standards, Payment Card Industry Data Security Standards, CIS Critical Security Controls, and NIST Cybersecurity Framework.

Important Notes

• This position requires 5 days a week in the office during 6-month probationary period, followed by a minimum of 3 days a week in the office (Tuesday, Wednesday, and Thursday).
• This is a project position, expected to last until June 30, 2027.
• This recruitment may also be used to fill additional positions per business needs.
• 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 Collective Bargaining Agreements. Information on other compensation types for non-represented positions can be found in Chapter 357-28 of the Washington Administrative Code.
• This position is eligible for limited remote work and requires regular travel to various sites throughout the region. Occasional travel to other sites across the state with possible overnight stays.
• 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 www.uscis.gov

Why WSDOT

• 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.
• PlanFor 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 State Benefits for more information.

WSDOT is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. All persons, regardless of race, ethnicity, age, veteran status, sexual orientation, and/ or gender identity, are encouraged to apply. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact the listed Recruiter.