IT Customer Support – Journey Job at State of Washington in Walla Walla

Overview

Join to apply for the IT Customer Support – Journey role at State of Washington.

Updated 07-21-2025

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 manages the world\'s longest floating bridge, leads an award-winning Active Transportation Plan, holds the record for the world’s widest tunneling project, and operates the largest ferry system in the nation!

The Opportunity

WSDOT Technology Services Division (TSD) is seeking a skilled and customer-focused IT professional to join our team in Vancouver, WA. In this role, you will provide independent workstation and mobile device support for employees and consultants, resolving a wide range of technical issues and escalating the most complex problems as needed. You will provision and manage cell phones across multiple carriers, coordinate with vendors, and oversee the full life cycle of IT hardware from procurement through surplus. This position also supports the deployment of software and application changes, ensuring a reliable and secure technology environment for two business regions. A strong candidate will possess excellent troubleshooting skills, attention to detail, effective communication abilities, and the capacity to work both independently and collaboratively in a fast-paced environment.

What To Expect

The Olympic-Southwest Technology Services (OSW TS) team provides consultation, analysis, planning, design, development, testing, configuration, implementation, operation, administration, maintenance, troubleshooting and asset management of multi-regional servers, virtual environments, network, telecommunications systems, software, reproduction, operating systems, workstations and mobile devices. OSW IT staff also provides IT Project Management services and training to business stakeholders on the use of new technology as it is implemented. OSW TS provides these services to over 1400 employees and 2382 IT end devices remotely and at 54 sites within 13 counties for two distinct business regions, Olympic and Southwest, enabling WSDOT employees to complete their assigned work activities in support of the agency\'s mission.

Responsibilities

• Independently image, configure, install, maintain, troubleshoot, and resolve hardware and software problems.
• Troubleshoot and resolve complex workstation or mobile device problems, escalating the most complex to higher level technicians if necessary.
• Configure, patch, and troubleshoot operating systems, software, and ensure compliance with current standards.
• Provide training, advice, and guidance to technical and non-technical users in the use of workstation and mobile device software, hardware, and peripheral devices.
• Research current and emerging technology and conduct process review. Write technical papers and instructional material based on the findings for customers and other IT staff.
• Develop, prepare, and deploy system and software changes into technology environments.
• Provide technical support for Highway Asset Tracking System (HATS) and Automated Vehicle Location (AVL) systems for two business regions.
• Serve as point of escalation for all unresolved workstation support issues.
• Complete project deliverables, assignments, and tasks as directed by immediate supervisor/management.

Qualifications

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

• Technical Expertise: Experience providing workstation and mobile device support, including installation, configuration, troubleshooting, and lifecycle management of hardware, operating systems, peripherals, and software.
• Software & Systems Knowledge: Proficiency with Microsoft Windows operating systems, Microsoft Office Suite, Adobe products, and Apple iOS. Knowledge of Microsoft PowerShell, Intune/Entra Admin Center, Microsoft Endpoint Configuration Manager (MECM), Active Directory (ADUC, GPO), and BitLocker Administration (MBAM).
• Technical Problem-Solving: Ability to diagnose issues by gathering information, identifying root causes, and implementing effective solutions. Skilled at researching, learning, and applying new technologies to improve processes and resolve complex problems.
• Communication & Customer Service: Able to explain technical information in plain language to diverse audiences and deliver training materials for individuals and groups.
• Project & Task Management: Able to work independently, manage workload effectively, and meet established timelines; knowledge of basic IT project management principles.
• Collaboration & Leadership: Able to work with internal teams, external partners, and vendors; capable of coaching and mentoring peers and contributing to a positive, team-oriented environment.
• Equity Minded: Demonstrated commitment to learning and growth and the ability to meet the needs of others.

In addition to the above, the following are also required:

• A valid driver’s license and the ability to operate state-owned vehicles.
• The ability to move and transport objects weighing up to 50 pounds.
• The ability to report on site within 1 hour during working hours for emergencies.

It Is Preferred That Qualified Candidates Also Have

• COMP TIA A+ certification.
• COMP TIA SERVER + and/or NET+ certification ITIL Foundation.
• Microsoft Certifications

Important Notes

• This position is required to work on site in Vancouver WA and is not eligible for remote work.
• 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.
• WSDOT does not use the E-Verify system, therefore we are not eligible to extend STEM Optional Practical Training (OPT).

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. There are flexible schedule options, including telework options for eligible positions.
• Paid Leave – 12 paid holidays, up to 25 paid vacation days per year for full-time employees.
• Tuition Assistance – Education expense assistance, tuition reimbursement programs, discounts at participating colleges, and eligibility for federal student loan forgiveness.
• Plan For Your Future – Comprehensive benefits package with healthcare options and state retirement programs.

Check out this video to learn more: Why WSDOT?

How To Apply

Applications for this recruitment will be accepted electronically. Your relevant experience may be evaluated to determine salary. Please include the following with your online application:

• An attached Resume outlining (in reverse chronological order) your experience to date.
• An attached Cover Letter that explains your qualifications and why you are a viable candidate.
• Contact details for a minimum of three (3) references.

Please click the "APPLY" button to proceed. You will be prompted to sign in or create an account.

WSDOT is an equal opportunity employer. We value diversity and inclusion. All persons are encouraged to apply. If assistance is needed, contact the listed Recruiter.

Contact Us

For inquiries about this posting, contact the assigned Recruiter at Robyn.Lovely@wsdot.wa.gov. Reference 25DOT-HQ-03841 in the subject line.

More than Just a Paycheck! Employee benefits are not just about services but also about the cost. Washington State offers a competitive benefits package.

Read About Our Benefits

The following describes typical benefits for full-time employees who are expected to work more than six months. Benefits may vary by appointment type.