IT Customer Support – Entry | Project

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!

Washington State Department of Transportation’s (WSDOT) Technology Services Division (TSD) is seeking an IT professional to help employees and project staff at Washington State Ferries (WSF). This entry level position configures, deploys, maintains, and troubleshoots computers, mobile devices, printers, and business applications for employees, consultants, contractors, and project staff. The position supports the Electrification Program and related capital projects while participating in daily customer support and technology deployments across the WSF system.

You will use established procedures, work with experienced technical staff, and elevate issues when additional expertise or authorization is needed.

WSF provides transportation and transit services throughout the Puget Sound region, the San Juan Islands, and between Washington and British Columbia. As part of the broader TSD enterprise, the TSD Ferries team supports the information technology systems, hardware, and software used by more than 2,000 WSF employees and manages IT assets and infrastructure including computers and other employee devices, servers and storage, data and voice networks, telecommunications, point of sale systems, physical security technologies, cloud services, cybersecurity, service management, application development, and technical support.

Among the varied responsibilities held within this role, the IT Customer Support - Entry will:

• Provide technical support for employees, consultants, contractors, engineers, and project personnel supporting ferry operations, the Electrification Program, and related capital projects.
• Assist with creating, modifying, and deactivating user accounts, security groups, distribution lists, licenses, and access permissions in accordance with established procedures and security requirements.
• Configure, image, deploy, maintain, and support laptops, desktop computers, mobile devices, printers, peripherals, and approved software.
• Respond to assigned incidents and service requests, troubleshoot issues using established procedures, and elevate issues that require additional technical expertise or authorization.
• Communicate with customers about their requests, explain solutions clearly, and provide updates on work in progress.
• Maintain accurate service records, technical documentation, device inventories, software deployment records, and user access information.
• Provide onsite support at terminals, vessels, maintenance facilities, project sites, and administrative offices to support reliable technology access and operational continuity.
• Coordinate with coworkers and project stakeholders on dispatched requests, equipment deployments, and shared operational support activities.

To be considered for this opportunity, candidates must demonstrate the following competencies. Relevant examples may come from employment, education, training, volunteer work, or practical projects.

• Technical Troubleshooting: Ability to identify and resolve routine issues involving workstation hardware, operating systems, mobile devices, peripherals, and business applications using a systematic approach and established procedures, and recognize when to elevate an issue.
• Technology Deployment and Asset Management: Ability to configure, deploy, maintain, and support computers and other employee devices and related resources, including imaging, software installation, asset tracking, inventory records, and equipment lifecycle activities.
• Customer Service: Ability to provide responsive, professional technical support, manage customer expectations, and maintain positive working relationships.
• Communication: Ability to explain technical information clearly through verbal, written, and electronic communication to people with varying levels of technical knowledge.
• Organization and Time Management: Ability to organize assigned work, prioritize competing requests, and adjust to changing…