IT Customer Support Lead — Devices & Tech Ops

Washington State Department of Transportation; Olympia (WA); On-site; USD 74,000 - 100,000; Full time

Job summary

The Washington State Patrol Information Technology Division seeks an IT Customer Support - Journey to empower and mentor CSU technicians, ensure best practices, and advance critical IT projects.

You will provide senior-level support, coordinate with ITD units, and help optimize device and software provisioning, including iPhone and wireless services, to sustain mission-critical operations.

Qualifications

• Four years of entry-level IT experience in an enterprise with 24x7 critical systems.
• Associate degree or higher in CS/IT or a two-year IT vocational program.
• Three years of experience with Windows, Office, wireless devices, network connectivity, smart devices, and EMM.

Responsibilities

• Provide guidance and elevated technical support to CSU Technicians.
• Train, coach, and mentor CSU technicians.
• Implement Lean process improvements in work orders.
• Support major systems, databases, and IT projects impacting mission-critical programs.
• Act as liaison between CSU and ITD units to improve workflow and communication.
• Process iPhone, air card, hotspot, MiFi, and accessory purchase requests.

Skills

IT experience 4+ years

Team leadership

Support for 24x7 critical systems

Two years enterprise IT experience

Education

Associate's degree or higher in Computer Science or Information Technology

Two-year accredited vocational IT program

Tools

Windows 10+

Microsoft Office

Wireless devices

Enterprise Mobility Management

Job description

The Washington State Patrol Information Technology Division seeks an IT Customer Support - Journey to empower and mentor CSU technicians, ensure best practices, and advance critical IT projects.

You will provide senior-level support, coordinate with ITD units, and help optimize device and software provisioning, including iPhone and wireless services, to sustain mission-critical operations.