Field Services – IT Support Technician 2 (Non-Permanent)

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

4d • Hybrid

About The Position

The Washington State Department of Transportation (WSDOT) is seeking a non-permanent IT Support Technician 2 to provide frontline technical support for desktop computing environments that support Washington State Ferries’ (WSF) 24/7 operations. As part of the Technology Services Division (TSD) Desktop Support Team, this position installs, maintains, troubleshoots, and replaces desktop computers, mobile devices, and peripheral equipment across ferry terminals, vessels, and administrative offices. The role delivers responsive end-user support, assists with device deployments and incident resolution, coordinates with technical teams to resolve complex issues, and helps ensure compliance with agency IT standards and cybersecurity requirements. The top candidate possesses excellent technical troubleshooting and customer service skills, experience supporting desktop and mobile technologies, and the communication and teamwork skills needed to support reliable technology services across the WSF system. 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 equipment such as desktop computers, laptops, monitors, printers, docking stations, and mobile devices.
• Ability to install, configure, and deploy end-user devices using established procedures, including connecting equipment, applying standard configurations, and verifying proper operation.
• Ability to follow documented processes, checklists, and technical instructions to complete assigned tasks accurately and consistently.
• 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 Windows operating systems and Microsoft 365 applications.
• 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

• Serve as a first point of contact for basic IT support requests by receiving, documenting, and responding to user issues in accordance with established procedures and service standards.
• Provide non-technical and first-level technical assistance to end users for common issues related to desktop computers, laptops, mobile devices, peripherals, and basic connectivity.
• Assist users in person and remotely by following documented troubleshooting steps to resolve routine issues or escalate to senior technical staff as appropriate.
• Communicate clearly with customers to explain actions taken, expected outcomes, and next steps to ensure a positive customer service experience.
• Perform imaging and deployment of end-user devices by applying standard, pre-approved system images using documented procedures and tools under supervision.
• Install, configure, and maintain desktops, laptops, monitors, printers, mobile devices, and other peripherals using standard configurations and checklists.
• Perform basic hardware troubleshooting, identify obvious faults, replace components or peripherals, and verify proper operation prior to escalation.
• Support on-site IT activities at terminals, vessels, and other facilities by transporting, installing, and testing equipment under minimal supervision.
• Dispatch to various sites around the Puget Sound, and travel to ferry terminals, vessels, and other work sites to perform field support, installation, and troubleshooting activities.

Benefits

• 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.
• Plan For 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.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed