IT Customer Support – Journey

Overview

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 manages the world's longest floating bridge, leads an award-winning Active Transportation Plan, holds the record for the world’s widest tunneling project, and operates the largest ferry system in the nation!

WSDOT Technology Services Division (TSD) is seeking a skilled and customer-focused IT professional to join our team in Vancouver, WA. In this role, you will provide independent workstation and mobile device support for employees and consultants, resolving a wide range of technical issues and escalating the most complex problems as needed. You will provision and manage cell phones across multiple carriers, coordinate with vendors, and oversee the full life cycle of IT hardware from procurement through surplus.

This position also supports the deployment of software and application changes, ensuring a reliable and secure technology environment for two business regions. A strong candidate will possess excellent troubleshooting skills, attention to detail, effective communication abilities, and the capacity to work both independently and collaboratively in a fast-paced environment.

The Olympic-Southwest Technology Services (OSW TS) team provides consultation, analysis, planning, design, development, testing, configuration, implementation, operation, administration, maintenance, troubleshooting and asset management of multi-regional servers, virtual environments, network, telecommunications systems, software, reproduction, operating systems, workstations and mobile devices. OSW IT staff also provides IT Project Management services and training to business stakeholders on the use of new technology as it is implemented.

OSW TS provides these services to over 1400 employees and 2382 IT end devices remotely and at 54 sites within 13 counties for two distinct business regions, Olympic and Southwest, enabling WSDOT employees to complete their assigned work activities in support of the agency’s mission.

Among the varied range of responsibilities held within this role, the IT Customer Support will:

• Independently image, configure, install, maintain, troubleshoot, and resolve hardware and software problems.
• Troubleshoot and resolve complex workstation or mobile device problems, escalating the most complex to higher level technicians if necessary.
• Configure, patch, and troubleshoot operating systems, software, and ensure compliance with current standards.
• Provide training, advice, and guidance to technical and non-technical users in the use of workstation and mobile device software, hardware, and peripheral devices.
• Research current and emerging technology and conduct process review. Write technical papers and instructional material based on the findings for customers and other IT staff.
• Develop, prepare, and deploy system and software changes into technology environments.
• Provide technical support for Highway Asset Tracking System (HATS) and Automated Vehicle Location (AVL) systems for two business regions.
• Serve as point of escalation for all unresolved workstation support issues.
• Complete project deliverables, assignments, and tasks as directed by immediate supervisor/management.

To be considered for this opportunity, the following are required:

• Technical Expertise: Experience providing workstation and mobile device support, including installation, configuration, troubleshooting, and lifecycle management of hardware, operating systems, peripherals, and software.
• Software & Systems Knowledge: Proficiency with Microsoft Windows operating systems, Microsoft Office Suite, Adobe products, and Apple iOS. Knowledge of Power Shell, Intune/Entra Admin Center, Microsoft Endpoint Configuration Manager (MECM), Active Directory (ADUC, GPO), and Bit Locker Administration (MBAM).
• Technical…