IT Customer Support – Journey (Project)

State of Washington•King County - Shoreline, WA

2d•Hybrid

About The Position

The Washington State Department of Transportation (WSDOT) is seeking a non-permanent journey-level IT Customer Support Specialist to support the Northwest Region (NWR) end-user computing environment. This role involves independently identifying and resolving technical issues related to hardware, software, operating systems, audio/visual systems, and printing devices for desktop, laptop, tablet, and mobile devices. The position is crucial for ensuring the agency's mission of providing safe, reliable, and cost-effective transportation options by supporting high-profile transportation infrastructure projects within the NWR and the Urban Mobility and Access Management (UMAM) Division. The ideal candidate will possess strong technical troubleshooting skills, knowledge of end-user computing systems, adaptability, and a commitment to responsive, solutions-oriented support.

Requirements

Demonstrated experience as a customer support technician with system administration troubleshooting and problem solving skills with ability to formulate solutions using existing workflows and to manage assigned work priorities.
Technical and operational knowledge and experience providing technical consulting and performing installation of IT hardware and software using existing procedures.
Experience as a team member supporting M365, Microsoft Operating Systems, Microsoft Office Suite, Systems Center Configuration Manager and Active Directory Group Policy Manager, iOS and standard Adobe products.
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.
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.
Actively demonstrates a commitment to learning and growth. Takes action to meet the needs of others.
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.

Nice To Haves

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.
Working knowledge of cybersecurity requirements such as WaTech Security Standards, Payment Card Industry Data Security Standards, CIS Critical Security Controls, and NIST Cybersecurity Framework.

Responsibilities

Provide technical customer support using methods to monitor, maintain, and support WSDOT workstation and mobile devices remotely and on premises at any of the locations within NWR.
Deploy devices, peripherals, and software to end-users within NWR at various on/off-site locations requiring daily/weekly travel.
Resolve complex technical support issues by diagnosing group policy, application, hardware, and software conflicts; consult with vendors and agency technical experts as needed; develop and implement solutions; and provide guidance and knowledge transfer to customers and technical staff.
Mentor and develop permanent, temporary, and contract employees as needed to ensure junior staff are fully trained and equipped to perform their responsibilities.
Provide training for end users in one on one and group settings on all facets of computer hardware and software.