Remote-Eligible IT Service Desk Pro — SharePoint

Position: Remote-Eligible IT Service Desk Pro — SharePoint & 365
Location: Spokane Valley

Description

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 and Partial Telework flexibility may be available and considered
Salary: $6,068.00 - $8,164.00 Monthly

Review of applications is ongoing. We reserve the right to make a hiring decision or close this recruitment at any time after 5/24/26. It is in your best interest to submit materials as soon as possible.

Want to join something GREAT and make a difference?
The Department of Natural Resources (DNR) has an exciting opportunity within our Information Technology Division for an IT Customer Support – Journey (IT Service Desk Technician).

Do you want to support the technology that helps manage and protect Washington’s natural resources? If so, this role may be a great fit.

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.

This position provides advanced technical support for desktops, laptops, peripherals, mobile devices, and enterprise applications. The incumbent serves as a Microsoft 365 subject matter expert, with emphasis on SharePoint Online, and acts as an escalation point for complex Tier 1 and Tier 2 Service Desk issues.

Key responsibilities include diagnosing and resolving complex technical incidents involving hardware, software, operating systems, and application integrations. This includes troubleshooting issues, identifying root causes, coordinating with internal IT staff, vendors, and WaTech, and implementing effective solutions to restore service.

The role also supports enterprise account and access management, device lifecycle management, mobile device administration through Microsoft Intune, and workstation configuration, reimaging, and deployment. These responsibilities help ensure agency systems remain secure, consistent, and properly maintained.

In addition, this position supports the Technology Intake Committee (TIC) by triaging, evaluating, and routing requests in alignment with agency standards and priorities. The role also contributes to continual service improvement efforts by developing and maintaining knowledge base articles, improving Service Desk processes, and supporting training and documentation initiatives.

Please Note:
This position works a standard schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m., and includes the flexibility to work remotely on a part-time basis; however, regular onsite presence at the Natural Resources Building (NRB) in Olympia, WA is required. The successful candidate must be available for in-office rotations, scheduled meetings, and operational needs as required. This position also participates in an on-call rotation to support wildland fire season coverage and incident response activities.

Occasional travel to regional offices and field locations is required, including during wildland fire season to support operational needs. A valid driver’s license is required for this position.

Duties

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…