IT Customer Support – Journey; IT Service Desk Technician

IT Customer Support – Journey (IT Service Desk Technician)

Recruitment #2026-5-A263 | Full-time, Permanent, Represented position (WFSE)

Location:

Natural Resources Building, Olympia, WA

Work Hours:

Monday through Friday, 8:00 a.m. to 5:00 p.m. Partial telework flexibility may be available.

Salary: $6,068.00 - $8,164.00 monthly

• Provide advanced technical support for desktop and laptop computers, software, peripherals, and mobile devices.
• Serve as a Microsoft 365 subject matter expert focused on SharePoint Online administration, support, and troubleshooting, and act as a Tier 2 escalation point for complex Microsoft 365 and SharePoint Online incidents.
• Support Technology Intake Committee (TIC) requests, including intake review, triage, routing, and coordination.
• Perform device reimaging, configuration, deployment, and lifecycle management of agency hardware.
• Manage user accounts, permissions, and access across enterprise systems, including Adobe, Box, Zendesk, and Microsoft 365/SharePoint Online environments.
• Administer and provide front-line support for mobile devices using Microsoft Intune, including provisioning, configuration, and troubleshooting.
• Diagnose, troubleshoot, and resolve complex technical incidents and service requests across enterprise systems, applications, and infrastructure.
• Collaborate with internal IT teams, vendors, and WaTech to resolve system issues and service disruptions.
• Support enterprise application integrations and ensure service continuity across systems.
• Maintain CJIS compliance requirements and required certification to support Law Enforcement Officer (LEO) systems and users.
• Contribute to continual service improvement (CSI) by developing and maintaining knowledge base articles, process documentation, and standard operating procedures to improve Service Desk effectiveness.
• Provide end-user training and support for enterprise systems and applications, including SharePoint Online best practices.
• Participate in rotating Service Desk coverage, escalation support duties, and wildland fire season on-call support to ensure 24/7 operational readiness.
• Perform other related duties as assigned.

• Bachelor’s degree in Information Technology, Computer Science, or related field, AND (4) four years of experience in desktop engineering and desktop support in an enterprise environment of 1000+ devices; OR an equivalent combination of education and/or experience.
• Two (2) years of experience providing technical support in an IT enterprise environment.

• One (1) year of experience providing support for Microsoft 365 services in an enterprise environment, including Office applications, Teams, SharePoint Online, and One Drive.
• One (1) year of experience performing site administration in SharePoint Online, including managing permissions, site structure, and basic content configuration.
• ITIL Foundation Certification, or equivalent knowledge of ITIL-based service management principles.

• Office-based environment with regular work performed in an administrative setting; work may occasionally occur in field or operational environments, including regional sites and wildland fire support locations.
• Requires regular travel to the NRB at least two days per week, with additional onsite presence as needed to support business operations; occasional travel to regional offices and field locations required, including during wildland fire season.
• Must pass fingerprint and background check, and pass CJIS certification due to exposure to law enforcement and sensitive data.
• Current, valid driver’s license and two years of driving experience; license must not be suspended, revoked, or restricted; position requires driving as an essential function.

• Commitment to fostering and supporting an environment that honors diversity, equity, inclusion, and environmental justice practices.
• Perform assigned duties in accordance with applicable laws, regulations, and public records retention requirements, and ensure requests for public records are followed.
• DNR Core Competencies
  • Personal Accountability
  • Value Others
  • Compass…