Field Services - IT Support Technician 2 (Non-Permanent

Description 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 is seeking a non-permanent IT Support Technician 2 to provide frontline technical support for desktop computing environments that support Washington State Ferries’ (WSF) 24/7 operations. As part of the Technology Services Division (TSD) Desktop Support Team, this position installs, maintains, troubleshoots, and replaces desktop computers, mobile devices, and peripheral equipment across ferry terminals, vessels, and administrative offices. The role delivers responsive end-user support, assists with device deployments and incident resolution, coordinates with technical teams to resolve complex issues, and helps ensure compliance with agency IT standards and cybersecurity requirements.

Our top candidate possesses excellent technical troubleshooting and customer service skills, experience supporting desktop and mobile technologies, and the communication and teamwork skills needed to support reliable technology services across the WSF system.

This position performs fieldwork that may occur in active traffic areas, aboard operating ferries, and within shipyard environments. These settings may involve exposure to moving vehicles, heavy equipment, confined spaces, and other maritime or industrial hazards, requiring adherence to established safety protocols and use of personal protective equipment.

Among the varied range of responsibilities held within this role, the Field Services Support Technician:

• Serve as a first point of contact for basic IT support requests by receiving, documenting, and responding to user issues in accordance with established procedures and service standards.
• Provide non-technical and first-level technical assistance to end users for common issues related to desktop computers, laptops, mobile devices, peripherals, and basic connectivity.
• Assist users in person and remotely by following documented troubleshooting steps to resolve routine issues or elevate to senior technical staff as appropriate.
• Communicate clearly with customers to explain actions taken, expected outcomes, and next steps to ensure a positive customer service experience.
• Perform imaging and deployment of end-user devices by applying standard, pre-approved system images using documented procedures and tools under supervision.
• Install, configure, and maintain desktops, laptops, monitors, printers, mobile devices, and other peripherals using standard configurations and checklists.
• Perform basic hardware troubleshooting, identifies obvious faults, replaces components or peripherals, and verifies proper operation prior to escalation.
• Support on-site IT activities at terminals, vessels, and other facilities by transporting, installing, and testing equipment under minimal supervision.
• Dispatch to various sites around the Puget Sound, and travel to ferry terminals, vessels, and other work sites to perform field support, installation, and troubleshooting activities.

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

• Technical Support & End-User Technology: Experience using and supporting computer hardware and software. Demonstrated ability to configure, troubleshoot, and maintain common computer hardware, software, mobile devices, peripherals, and related technology using established procedures.
• Technology Installation & Equipment Maintenance: Experience working with IT equipment such as desktop computers, laptops, monitors, printers, docking stations, and mobile devices.
• Technical Troubleshooting & Problem Solving: Ability to install, configure, and deploy end-user devices using established procedures, including connecting equipment, applying standard configurations, and verifying proper operation.

• Technical Documentation & Procedures: Ability to follow documented processes, checklists, and technical instructions to complete assigned tasks accurately and consistently.
• Communication & Customer Service: Ability to communicate effectively with end users and team members to provide support and explain technical information in a clear and professional manner.
• Growth Mindset & Service-Oriented: Actively demonstrates a commitment to learning and growth. Takes action to meet the needs of others.

The following is also required:

• A valid driver’s license and the ability to operate state-owned vehicles. Must maintain a good driving record to respond promptly to field support requests at any WSF location.

It is preferred that qualified…