IT Customer Support - Journey

WSDOT Technology Services Division (TSD) is seeking a journey-level IT Customer Support Specialist to provide technical support for end-user computing devices throughout the Eastern Region (ER). In this role, you will independently troubleshoot and resolve routine and complex hardware, software, operating system, smartphone, tablet, telephony, laptop, desktop, and peripheral issues, ensuring employees have the technology and support needed to effectively deliver WSDOT's mission of providing safe, reliable, and cost-effective transportation options that improve communities and economic vitality for people and businesses. A strong candidate will possess excellent technical troubleshooting and problem-solving skills, exceptional customer service and communication abilities, and the ability to prioritize work while providing responsive support in a dynamic environment. What to Expect The ER TSD team provides services to nearly 500 employees using over 1,200 technology assets at 24 sites in a seven-county area, including the state's second largest city. This position reports to the ER Workstation System Admin, who reports to the ER Technology Services Manager. Among the varied range of responsibilities held within this role, the IT Customer Support Specialist will:

• Provide technical customer support for mobile computing and cellular telecommunications devices for the ER.
• Monitor the WSDOT Account Management (WAM) system for new incoming ER employees.
• Purchase, install, maintain, and repair nearly 300 AT&T and/or Verizon cellular smartphones, MiFi's, and other telephony related devices.
• Install and configure Microsoft 365 applications (including Teams), WSDOT Company Portal applications, and other software using Microsoft Intune and other deployment methods.
• Apply the latest firmware, application, security and other patches and updates.
• Provide technical customer support of WSDOT office-based computing devices both remotely and on-premises at locations throughout the region.
• Deploy new computing hardware such as desktops and laptops by installing the WSDOT standard image, any required firmware and OS updates, as well as any requested software applications.
• Install and maintain peripherals such as docks, monitors, printers, scanners, keyboards/mice, etc., often involving travel to customer sites on a daily/weekly basis.
• Assist region employees with unresolved IT-related technical support issues.
• Provide satellite phone and other device connectivity and support to the region and provide telecommunication support for the Emergency Operations Center.
• Provide ongoing training to region employees as technology changes to keep end users informed about new features and updates.

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

• Mobile Device Support & Administration: Demonstrated ability to configure, deploy, troubleshoot, and support Apple iOS and Android smartphones and tablets, including device setup, operating system and firmware updates, application installation, security patching, system-level support tools, and mobile device peripherals.
• Technical Customer Support: Demonstrated ability to provide responsive technical support for end-user computing devices, enabling employees to securely access network resources and communication tools while working in office and remote environments.
• Systems Administration & Troubleshooting: 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, Microsoft InTune 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.
• Communication & Customer Service: Skilled at explaining technical information in plain language to diverse audiences through in-person, phone, or messaging tools. Experienced in creating and delivering training materials for individuals and groups.
• 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.

Pulled from the full job description

• Loan forgiveness
• Tuition reimbursement
• Paid holidays
• Flexible schedule, * 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.
• 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 State Benefits for more information.

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!