IT Customer Support Specialist

The Employment Security Department (ESD) is seeking a skilled, customer-focused IT professional to serve as an IT Customer Support Specialist.

The ideal candidate is a calm, analytical problem-solver who thrives in a fast-paced environment. You communicate clearly with both technical and non-technical users, approach challenges with curiosity, and take pride in delivering excellent service. You are adaptable, collaborative, and committed to helping staff stay productive by ensuring their technology works reliably and securely. You bring strong troubleshooting skills, sound judgment, and a dedication to continuous learning.

Note: This is a non-permanent position anticipated to last until 5/31/2027 EXAMPLE OF DUTIES

This position plays a critical role in supporting ESD’s mission by ensuring staff, contractors, and partners have reliable access to the desktop systems, applications, mobile devices, telecommunications tools, and secure network resources they need to serve Washingtonians. You will provide advanced technical support, resolve incidents, fulfill service requests, and coordinate solutions across IT teams to maintain stable, secure, and efficient operations.

In this role, you will deliver enterprise-wide technical support, administer user access and system configurations, manage mobile devices, and contribute to process improvements and technology projects. Your work ensures that more than 4,000 devices, 950+ mobile phones, 2,500+ VPN users, and multiple telephony systems remain operational and secure for agency staff and partners.

Some of what you will do:

• Troubleshoot, diagnose, and resolve technical incidents involving desktop hardware/software, telephones, mobile devices, printers, network connectivity, and mainframe access for users statewide.
• Install, configure, and support desktop systems, applications, telecommunication tools, and mobile devices to meet operational needs.
• Administer user accounts, security groups, and permissions in Active Directory, Exchange, Intune/MECM, and other endpoint management tools.
• Manage mobile devices and services, including provisioning, configuration, MDM administration, upgrades, and secure deactivation/wiping.
• Monitor, identify, and resolve incidents using technical tools; create and use PowerShell scripts to automate diagnostics and configuration tasks.
• Prepare and distribute enterprise outage notifications and coordinate with IT teams and vendors during major incidents or system changes.
• Define, document, and implement customer support processes; provide service-level reporting and consult with customers on solutions.
• Develop and maintain customer self-service options, including MDM portals and knowledge base articles.
• Participate in or lead technology projects, providing operational requirements and implementing new or upgraded systems and services.
• Preserve the confidentiality, integrity, and availability of systems and data; immediately report security events or incidents., Our agency’s mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that’s why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Do you have experience in UEM?

Pulled from the full job description

• Flexible schedule