IT Customer Support – Journey (IT Service Desk Technician)
About The Position
The Department of Natural Resources (DNR) has an exciting opportunity within our Information Technology Division for an IT Customer Support – Journey (IT Service Desk Technician). This role supports the technology that helps manage and protect Washington’s natural resources. We are seeking a customer-focused IT professional to join our Service Desk team supporting enterprise systems, end users, and agency-wide Microsoft 365 services. This position plays a key role in ensuring reliable access to technology tools that support critical agency operations across the state. This position provides advanced technical support for desktops, laptops, peripherals, mobile devices, and enterprise applications. The incumbent serves as a Microsoft 365 subject matter expert, with emphasis on SharePoint Online, and acts as an escalation point for complex Tier 1 and Tier 2 Service Desk issues. Key responsibilities include diagnosing and resolving complex technical incidents involving hardware, software, operating systems, and application integrations. This includes troubleshooting issues, identifying root causes, coordinating with internal IT staff, vendors, and WaTech, and implementing effective solutions to restore service. The role also supports enterprise account and access management, device lifecycle management, mobile device administration through Microsoft Intune, and workstation configuration, reimaging, and deployment. These responsibilities help ensure agency systems remain secure, consistent, and properly maintained. In addition, this position supports the Technology Intake Committee (TIC) by triaging, evaluating, and routing requests in alignment with agency standards and priorities. The role also contributes to continual service improvement efforts by developing and maintaining knowledge base articles, improving Service Desk processes, and supporting training and documentation initiatives.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or other closely related field, AND (4) four years of experience in desktop engineering and desktop support in an enterprise environment of 1000+ devices; OR an equivalent combination of education and/or experience.
- Two (2) years of experience providing technical support in an IT enterprise environment.
- Commitment to fostering and supporting an environment that honors diversity, equity, inclusion, and environmental justice practices.
- Perform assigned duties in accordance with applicable laws, regulations, and public records retention requirements, and ensure requests for public records are followed.
- Must pass fingerprint and background check, and pass CJIS certification due to exposure to law enforcement and sensitive data.
- A current, valid driver’s license and two years of driving experience.
- Additionally, DNR requires state drivers to possess a license that is not suspended, revoked, or restricted (for example, Occupational/Restricted Driver Licenses or requiring ignition interlock devices).
- This position requires driving as an essential function.
- Finalists and/or interview candidates will be asked to provide a driving record from all states in which they have held a license during the past three years.
Nice To Haves
- One (1) year of experience providing support for Microsoft 365 services in an enterprise environment, including Office applications, Teams, SharePoint Online, and OneDrive.
- One (1) year of experience performing site administration in SharePoint Online, including managing permissions, site structure, and basic content configuration.
- ITIL Foundation Certification, or equivalent knowledge of ITIL-based service management principles.
Responsibilities
- Provide advanced technical support for desktop and laptop computers, software, peripherals, and mobile devices
- Serve as a Microsoft 365 subject matter expert focused on SharePoint Online administration, support, and troubleshooting, and act as a Tier 2 escalation point for complex Microsoft 365 and SharePoint Online incidents.
- Support Technology Intake Committee (TIC) requests, including intake review, triage, routing, and coordination
- Perform device reimaging, configuration, deployment, and lifecycle management of agency hardware
- Manage user accounts, permissions, and access across enterprise systems, including Adobe, Box, Zendesk, and Microsoft 365/SharePoint Online environments.
- Administer and provide front-line support for mobile devices using Microsoft Intune, including provisioning, configuration, and troubleshooting.
- Diagnose, troubleshoot, and resolve complex technical incidents and service requests across enterprise systems, applications, and infrastructure.
- Collaborate with internal IT teams, vendors, and WaTech to resolve system issues and service disruptions
- Support enterprise application integrations and ensure service continuity across systems
- Maintain CJIS compliance requirements and required certification to support Law Enforcement Officer (LEO) systems and users
- Contribute to continual service improvement (CSI) by developing and maintaining knowledge base articles, process documentation, and standard operating procedures to improve Service Desk effectiveness
- Provide end-user training and support for enterprise systems and applications, including SharePoint Online best practices
- Participate in rotating Service Desk coverage, escalation support duties, and wildland fire season on-call support to ensure 24/7 operational readiness
- Perform other related duties as assigned.
Benefits
- Commitment to organizational health and wellness
- Work/life balance
- DNR Employee Resource Groups (Diversity, Equity and Inclusion Council, Women’s Employee Resource Group, Veterans Employee Resource Group, etc.)
- Statewide Employee Business Resource Groups
- Leadership that empowers and supports employees
- Professional development opportunities
- Educational and career development aid
- Public Service Loan Forgiveness Eligibility
- Opportunities to participate in wildland fire suppression assignments
- A comprehensive benefits package includes employer contributions toward health insurance, paid holidays, retirement plans, sick leave, and vacation days.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
