IT Desktop Services Specialist; Customer Support – Journey | Two Positions

About WSDOT

The Washington State Department of Transportation (WSDOT) is a multimodal agency with a global reputation for excellence. Our dedicated workforce plans, designs, builds, and operates an integrated transportation system that safely and efficiently moves people and goods throughout the state. In addition to maintaining over 20,000 lane miles of state highway and 4,100 bridges, WSDOT manages the world’s longest floating bridge, leads an award‑winning Active Transportation Plan, holds the record for the world’s widest tunneling project, and operates the largest ferry system in the nation!

WSDOT’s Technology Services Division (TSD) is seeking two IT Customer Support – Journey professionals to support Tier 2 Field Services Desktop Services for headquarters users and duty station locations. These positions will support the implementation and ongoing operation of enterprise software and hardware solutions, provide guidance on IT purchases and services, and help ensure secure, reliable, and effective end‑user technology. These roles encompass support for desktop and mobile computing, printing and imaging devices, software licensing, asset lifecycle management, end‑user technical training, security and patch management, audio/visual conferencing, and telework technologies.

Successful candidates will bring strong customer service and technical support skills, effective troubleshooting and problem‑solving abilities, knowledge of enterprise desktop environments, attention to security and asset management practices, and clear communication skills with both technical and non‑technical users.

HQ IT Desktop Services provides these services to over 2000 employees among 7 sites, including the agency’s programs in the Puget Sound area that are making multi‑modal investments in partnership with local agencies on WSDOT’s facilities. In addition to providing support for WSDOT employees, the team also provides IT services to several other partnering agencies in the Olympia area (FHWA, Transportation Commission Office, Freight Mobility Board, OMWBE, State Auditor’s Office, and the Attorney General’s Offices).

• Provide Tier II technical support for Windows‑based end‑user devices, including desktops, laptops, tablets, printers, peripherals, and accessories, resolving incidents escalated from Tier I and serving as a subject matter resource.
• Plan and execute installation, control, and maintenance of Windows end‑user devices including desktops, tablets, printers, peripherals, and accessories within the organization.
• Plan, coordinate, and assist with testing, installation, and repair of production IT hardware, and application software that enable multiple business units to perform mission‑critical business functions to operate efficiently.
• Perform root cause analysis on recurring or complex desktop support issues and recommend corrective actions to reduce incident volume and improve service quality.
• Ensure regional IT purchases are aligned with customer business needs and comply with WSDOT standards.
• Monitor required IT assets to enable the successful completion of regional business functions.
• Implement lifecycle management by monitoring useful life and performance of assets to upgrade or replace according to agency standards.
• Maintain accurate documentation of IT incidents, service requests, problems, and resolutions with status and required information within the agency IT Service Management System (ITSM).

To be considered for these opportunities, the following are required:

• Demonstrated ability to perform advanced tasks in multiple IT domains, such as customer support, systems and telecommunications management, IT documentation, and project delivery.
• Demonstrated ability to perform basic network administration and troubleshooting tasks.
• Capable of maintaining and optimizing diverse IT systems to meet enterprise and operational needs.

• Demonstrated ability to lead or contribute to IT initiatives, drive continuous improvement, and adapt to new technologies and methodologies.
• Committed to…