IT Customer Support – Journey Job at Washington State ESD in Seattle

Overview

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.

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

• 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 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: 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.
• Project & Task Management: Ability to work independently, manage workload effectively, and meet established timelines. Knowledge of basic IT project management principles.
• Collaboration & Leadership: Ability to work effectively with internal teams, external partners, and vendors. Skilled in coaching and mentoring peers and contributing to a positive, team-oriented work environment.
• Equity Minded: Demonstrated commitment to learning and growth, and to meeting 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. 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.

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. Therefore, it is very important that the “Work Experience” portion of the application be completed in as much detail as possible.

In order to be considered for this opportunity, 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 further explains your qualifications and indicates why you believe you are a viable candidate for this role.
• Contact details for a minimum of three (3) individuals who can attest to your work performance, technical skills, and job-related competencies. Note: this information may be entered in the “References” section of the online application; does not require an additional attachment.

Please click the APPLY button to proceed. Note that you will be prompted to either sign in or create an account. This step is required in order to submit an application to this opportunity.

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.

Contact Us

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