Physical Security – IT Support Technician 2 (Non-Permanent)

State of Washington•King County - Seattle - Downtown Business, WA

5d•Hybrid

About The Position

The Washington State Department of Transportation (WSDOT) is seeking a non-permanent IT Support Technician 2 to join the Washington State Ferries (WSF) Technology Services Division (TSD) Operations Technology Team. In this role, you will provide frontline technical support for the physical security technology that supports ferry terminals, vessels, and administrative offices, including cameras, access control systems, and related equipment. You will assist with installing, maintaining, troubleshooting, and replacing critical technology while helping ensure secure, reliable, and compliant IT services that support safe and dependable ferry operations in a 24/7 environment. The ideal candidate is a collaborative problem solver with strong technical troubleshooting skills, excellent customer service, and a commitment to maintaining secure and reliable technology solutions. This position performs fieldwork that may occur in active traffic areas, aboard operating ferries, and within shipyard environments. These settings may involve exposure to moving vehicles, heavy equipment, confined spaces, and other maritime or industrial hazards, requiring adherence to established safety protocols and use of personal protective equipment.

Requirements

Experience using and supporting computer hardware and software.
Demonstrated ability to configure, troubleshoot, and maintain common computer hardware, software, mobile devices, peripherals, and related technology using established procedures.
Experience working with IT or low-voltage equipment such as desktop computers, mobile devices or similar technology.
Ability to perform basic installation and setup tasks, including connecting equipment, managing cabling, labeling components, and verifying proper operation using established procedures.
Ability to read and follow basic technical documentation, diagrams, or installation instructions to complete assigned tasks.
Ability to communicate effectively with end users and team members to provide support and explain technical information in a clear and professional manner.
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.
Must maintain a good driving record to respond promptly to field support requests at any WSF location.

Nice To Haves

Extensive experience, coursework, training, or certifications related to information technology, computer hardware, networking, or technical support.
Familiarity with physical security technologies such as video surveillance systems, access control systems, or related equipment.
Experience using a service desk or ticketing system to track and document support requests.
Basic understanding of networking concepts such as IP addressing and device connectivity.
Experience working in field environments or supporting equipment across multiple locations.
Transportation Worker Identification Credential (TWIC) card.

Responsibilities

Respond to and resolve Tier 1 and routine Tier 2 support requests escalated from the Service Desk (Remedy/Helix) using established procedures and guidance from senior staff.
Provide remote and on-site operational support for physical security technologies and related field equipment used at ferry terminals, vessels, and administrative facilities.
Install, replace, configure, and test field-deployed physical security hardware using approved standards, checklists, and documented procedures.
Perform routine troubleshooting and break/fix support for physical security devices and associated software applications and escalates unresolved or complex issues to senior technical staff or vendors as appropriate.
Update device settings and approved configurations, such as usernames, passwords, firmware, and network connectivity settings, following established change and security procedures.
Assist with monitoring system alerts, device status, and operational issues and reports identified problems to appropriate technical resources.
Coordinate with vendors and internal support teams regarding hardware replacement, warranty support, equipment repairs, and service requests.
Document issues, troubleshooting steps, corrective actions, and resolutions within designated service management systems to support operational continuity and knowledge sharing.
Provide basic end-user assistance and operational guidance related to physical security systems and associated technologies.
Travel to ferry terminals, vessels, and other work sites to perform field support, installation, and troubleshooting activities.