Desktop Services Specialist; IT Customer Support – Journey

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 leads an award-winning Active Transportation Plan, manages the world's longest floating bridge, and operates the largest ferry system in the nation!

WSDOT Technology Services Division (TSD) is seeking a journey-level IT Customer Support specialist to provide critical operational technology support for agency divisions and business units whose work directly impacts transportation construction, maintenance, and the traveling public. In this role, you will independently diagnose, troubleshoot, and resolve complex issues involving workstations, mobile devices, peripherals, software, and other supported systems, including non-standard hardware configurations and specialized software suites.

The position will provide technical expertise and customized technology solutions that support WSDOT’s mission in a 24-hour environment, ensuring employees have the reliable computing resources needed to operate and improve Washington’s transportation system. Candidates that possess advanced troubleshooting and problem-solving skills, sound technical judgment, strong customer service skills, and the ability to independently manage complex technology issues while effectively supporting diverse business needs are encouraged to apply.

The TSD Headquarters Region Technology Field Services Workstation Support Team provides consultation, planning, configuration, implementation, administration, maintenance, troubleshooting, and lifecycle asset management for workstations, mobile devices, software, operating systems, and print and scanning technologies, while also supporting technology projects and stakeholder training. The team supports more than 2,000 employees and 5,000 technology assets at multiple locations across the agency.

Among the varied range of responsibilities held within this role, the Desktop Services Specialist will:

• Provide journey-level technical expertise to troubleshoot and resolve routine and more complex enterprise technology issues.
• Collaborate with employees and business units in-person at various sites throughout the Headquarters Region or via remote consultation.
• Manage the full lifecycle of technical support requests within the BMC Helix Incident Management system, ensuring tickets are accurately documented, prioritized, and resolved according to service level agreements.
• Administer cloud-based environments by managing user licensing, shared resources, and security groups within Microsoft Entra .
• Diagnose and remediate routine conflicts involving Group Policy (GPO), enterprise applications, and hardware/software interoperability.
• Execute configuration management tasks using Microsoft Intune and Endpoint Configuration Manager to automate software deployments, enforce device compliance policies, and streamline operating system updates.
• Deploy enterprise laptops and desktops by configuring standard WSDOT images, ensuring all firmware, OS builds, and specialized line-of-business applications meet agency specifications.
• Install and sustain critical peripherals—including docking stations, multi-monitor setups, and networked imaging devices.
• Develop and deliver ongoing technical training for Headquarters Region employees. Focus on maximizing the adoption of new features and ensuring staff are proficient in using modern workplace technologies to meet mission objectives.

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