IT Customer Support Specialist

IT Customer Support Specialist  The Employment Security Department (ESD) is seeking a skilled, customer-focused IT professional to serve as an IT Customer Support Specialist.
The ideal candidate is a calm, analytical problem-solver who thrives in a fast-paced environment. You communicate clearly with both technical and non-technical users, approach challenges with curiosity, and take pride in delivering excellent service. You are adaptable, collaborative, and committed to helping staff stay productive by ensuring their technology works reliably and securely. You bring strong troubleshooting skills, sound judgment, and a dedication to continuous learning.

Note:

This is a non-permanent position anticipated to last until 5/31/2027.
Duties  This position plays a critical role in supporting ESD's mission by ensuring staff, contractors, and partners have reliable access to the desktop systems, applications, mobile devices, telecommunications tools, and secure network resources they need to serve Washingtonians. You will provide advanced technical support, resolve incidents, fulfill service requests, and coordinate solutions across IT teams to maintain stable, secure, and efficient operations.
In this role, you will deliver enterprise-wide technical support, administer user access and system configurations, manage mobile devices, and contribute to process improvements and technology projects. Your work ensures that more than 4,000 devices, 950+ mobile phones, 2,500+ VPN users, and multiple telephony systems remain operational and secure for agency staff and partners.
Some of what you will do:
Troubleshoot, diagnose, and resolve technical incidents involving desktop hardware/software, telephones, mobile devices, printers, network connectivity, and mainframe access for users statewide.
Install, configure, and support desktop systems, applications, telecommunication tools, and mobile devices to meet operational needs.
Administer user accounts, security groups, and permissions in Active Directory, Exchange, Intune/MECM, and other endpoint management tools.
Manage mobile devices and services, including provisioning, configuration, MDM administration, upgrades, and secure deactivation/wiping.
Monitor, identify, and resolve incidents using technical tools; create and use Power Shell scripts to automate diagnostics and configuration tasks.
Prepare and distribute enterprise outage notifications and coordinate with IT teams and vendors during major incidents or system changes.
Define, document, and implement customer support processes; provide service-level reporting and consult with customers on solutions.
Develop and maintain customer self-service options, including MDM portals and knowledge base articles.
Participate in or lead technology projects, providing operational requirements and implementing new or upgraded systems and services.
Preserve the confidentiality, integrity, and availability of systems and data; immediately report security events or incidents.
Qualifications

Required:

Option 1:
Five years of IT experience performing position specific duties related to managing, operating, and maintaining enterprise desktop, network, client server, virtualization. And two years of service desk or call-center experience.
Option 2:
Bachelor's degree in computer science or closely related field and one year of experience consulting, installing and/or maintaining IT Infrastructure devices and PCs/Laptops/Tablets and general technical support in IT.
AND
Four years of information technology experience such as analyzing, designing, installing hardware, telecommunications, or network infrastructure equipment or providing customer or technical support in information technology

Experience with MECM, MS Intune, MS Active Directory, MS Windows operating systems and MS Office suite.
Experience and knowledge of PC hardware and peripherals
Experience and knowledge of networking technology to include switches, LAN, WAN, Enterprise systems (e.g. DHCP, DNS Active Directory, SCCM, Exchange).
AND the ability to demonstrate the following, required competencies:
Security:  Preserve the confidentiality, integrity, and availability of ESD systems and data in accordance with the policies, procedures, and best practices established and maintained by the ESD information security team. Immediately report any Security event, incident, or breach in reporting.
Technical problem-solving skills:  Ability to analyze and solve problems through a methodical process. Can identify the errors or failures on complex services that traverse network components (IT Services) such as firewalls, routing, DHCP and IP addressing, Active Directory, System Center and the endpoint and operating systems. Works independently to analyze complex problems.
Service analysis:  Develops service processes or portions of complex projects. Propose technical solutions that can improve those processes; design information systems to automate business requests or support processes.
Deployment and testing: …