IT Customer Support – Journey

State of Washington•Spokane County – Spokane, WA

2d•Hybrid

About The Position

The Washington State Department of Transportation (WSDOT) Technology Services Division (TSD) is seeking a journey-level IT Customer Support Specialist to provide technical support for end-user computing devices throughout the Eastern Region (ER). In this role, you will independently troubleshoot and resolve routine and complex hardware, software, operating system, smartphone, tablet, telephony, laptop, desktop, and peripheral issues, ensuring employees have the technology and support needed to effectively deliver WSDOT's mission of providing safe, reliable, and cost-effective transportation options that improve communities and economic vitality for people and businesses. A strong candidate will possess excellent technical troubleshooting and problem-solving skills, exceptional customer service and communication abilities, and the ability to prioritize work while providing responsive support in a dynamic environment. The ER TSD team provides services to nearly 500 employees using over 1,200 technology assets at 24 sites in a seven-county area, including the state's second largest city. This position reports to the ER Workstation System Admin, who reports to the ER Technology Services Manager.

Requirements

Demonstrated ability to configure, deploy, troubleshoot, and support Apple iOS and Android smartphones and tablets, including device setup, operating system and firmware updates, application installation, security patching, system-level support tools, and mobile device peripherals.
Demonstrated ability to provide responsive technical support for end-user computing devices, enabling employees to securely access network resources and communication tools while working in office and remote environments.
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, Microsoft InTune 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.
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.
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.

Responsibilities

Provide technical customer support for mobile computing and cellular telecommunications devices for the ER.
Monitor the WSDOT Account Management (WAM) system for new incoming ER employees.
Purchase, install, maintain, and repair nearly 300 AT&T and/or Verizon cellular smartphones, MiFi’s, and other telephony related devices.
Install and configure Microsoft 365 applications (including Teams), WSDOT Company Portal applications, and other software using Microsoft Intune and other deployment methods.
Apply the latest firmware, application, security and other patches and updates.
Provide technical customer support of WSDOT office-based computing devices both remotely and on-premises at locations throughout the region.
Deploy new computing hardware such as desktops and laptops by installing the WSDOT standard image, any required firmware and OS updates, as well as any requested software applications.
Install and maintain peripherals such as docks, monitors, printers, scanners, keyboards/mice, etc., often involving travel to customer sites on a daily/weekly basis.
Assist region employees with unresolved IT-related technical support issues.
Provide satellite phone and other device connectivity and support to the region and provide telecommunication support for the Emergency Operations Center.
Provide ongoing training to region employees as technology changes to keep end users informed about new features and updates.