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 & Partial Telework Flexibility may be available and considered.

Salary: $6,068.00 – $8,164.00 Monthly.

Position Overview:

We are seeking a customer‑focused IT professional to join our Service Desk team supporting enterprise systems, end users, and agency‑wide Microsoft 365 services. This position plays a key role in ensuring reliable access to technology tools that support critical agency operations across the state.

Key Responsibilities:

• 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 1,000+ devices, OR an equivalent combination of education and/or experience.
• Two (2) years of experience providing technical support in an IT enterprise environment.

• 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
  • Compassionate Communication
  • Inspire Others
  • Commitment to Excellence

• 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. Field environments may involve exposure to adverse weather conditions and other typical hazards associated with travel and field support activities.
• This position 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 is also required, including during wildland fire season to support operational needs and incident support activities.
• Must pass fingerprint and background check, and pass CJIS certification due to exposure to law enforcement and sensitive data.
• A current, valid driver’s license and two…