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IT Customer Support – Entry

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 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!

The Opportunity

WSDOT is currently seeking a customer-focused and technically skilled individual to serve as the primary point of contact for Construction Division IT support, ensuring staff have reliable access to the tools and systems needed to carry out critical transportation work. The Construction Division’s State Materials Laboratory includes Bituminous, Chemical, Physical Testing, and Soil Laboratories and serves as the central testing facility for WSDOT. This position will provide first- and second-tier technical assistance by managing helpdesk requests, troubleshooting hardware and software issues, and coordinating with specialized IT staff to resolve complex technical problems. In addition, the role will support the statewide design, maintenance, and ongoing functionality of the Materials Laboratory and State Construction Office websites, while assisting with routine system maintenance, application testing, and technical support for specialized Materials Laboratory systems. Our top candidate will demonstrate skills in IT support and troubleshooting, helpdesk ticket management, website maintenance, technical problem-solving, and the ability to communicate effectively while coordinating solutions across technical teams.

What to Expect

This team is a place-based organization that provides the technology and infrastructure necessary to deliver technical and business capabilities vital to supporting WSDOT’s mission-critical materials, quality, and related applications.

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

Perform basic housekeeping tasks such as disposing of packaging materials, cleaning monitors and computers, and maintaining a clean workspace after equipment setup.
Monitor Help Desk communications and initiate support tickets as first-level contact.
Provide customer service for customers to help them understand how to use their computer, how to perform tasks, or understand software, and to create incident tickets based upon the customer's needs.
Work directly with customers to make sure computers, laptops, tablets, and all end-user computer devices are up to date and usable.
Deploy devices, peripherals, and software to end-users remotely and on premises.
Resolve routine service requests and break/fix incidents.
Complete assigned active service requests to ensure timely resolution, including follow-up with customers to ensure quality.
Complete assigned service requests within expected guidelines and service level agreements; diagnose applications, hardware, and software issues.
Provide customer support for conferencing, collaboration applications, and multimedia presentation equipment across multiple computer and mobile platforms.
Install, configure, and inventory printers, plotters, label writers, scanners, and printing and scanning software.

Qualifications

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

Customer Support & Technical Troubleshooting: Demonstrated experience as a customer support technician with system administration troubleshooting skills and problem solving with an ability to formulate solutions using existing workflows and to manage assigned work priorities.
IT Hardware & Software Installation: Technical and operational knowledge and experience providing technical consulting and performing installation of IT hardware and software using existing procedures.
Microsoft Systems Administration: Experience as a team member supporting M365, Microsoft Operating Systems, Microsoft Office Suite, Systems Center Configuration Manager and Active Directory Group Policy Manager, iOS and standard Adobe products.
Time & Task Management: Demonstrated ability to complete assignments within established timelines and manage priorities across concurrent projects and engagements. Skilled in working independently and proactively to ensure high-quality outcomes in dynamic, deadline-driven environments.
Growth Mindset: Actively demonstrates a commitment to learning and growth.
Service-Oriented: Takes action to meet the needs of others.

The following qualifications are also required:

A valid driver’s license and the ability to operate state-owned vehicles.
Ability to maneuver and transport various materials and/or equipment weighing up to 50 pounds.

It is preferred that qualified candidates also demonstrate:

Cybersecurity Standards & Compliance: Working knowledge of cybersecurity requirements such as WaTech Security Standards, Payment Card Industry Data Security Standards, CIS Critical Security Controls, and NIST Cybersecurity Framework.
Printing & Plotting Systems Support: Experience supporting printing and plotting hardware such as Konica MFD and HP printers and large format plotters.
Collaboration & Conferencing Technology Support: Experience supporting conferencing and collaboration tools such as Microsoft Teams and conference room projection and cameras.

Important Notes

This recruitment may also be used to fill additional positions per business needs.
This position is not eligible for remote work.
In addition to base salary, employees may be entitled to other forms of compensation depending on the type, duties, or location of the position. For union-represented positions, more information on other forms of compensation can be found in the applicable Collective Bargaining Agreements. Information on other compensation types for non-represented positions can be found in Chapter 357-28 of the Washington Administrative Code.
WSDOT does not use the E-Verify system, therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit, please visit www.uscis.gov

Why WSDOT

Work-Life Balance – We are committed to ensure that our staff experience the reward of public service, while also sustaining a routine that suits each individuals’ lifestyle.
Paid Leave – In addition to 12 paid holidays, full-time employees earn up to 25 paid vacation days per year!
Tuition Assistance – Permanent employees have several options for assistance with education expenses, including tuition reimbursement programs, government discounts at participating colleges throughout the state, and eligibility for federal student loan forgiveness.
Plan For Your Future – WSDOT offers a comprehensive benefits package that includes a variety of healthcare options. Employees also have their choice of state retirement programs, and much more. Go to State Benefits for more information.

Check out this video to learn more: Why WSDOT?

How to Apply

Applications for this recruitment will be accepted electronically. Your relevant experience may be evaluated to determine salary. Therefore, it is very important that the “Work Experience” portion of the application be completed in as much detail as possible.

In order to be considered for this opportunity, please include the following with your online application:

An attached Resume outlining (in reverse chronological order) your experience to date.
An attached Cover Letter that further explains your qualifications and indicates why you believe you are a viable candidate for this role.
Contact details for a minimum of three (3) individuals who can attest to your work performance, technical skills, and job-related competencies. NOTE: This information may be entered in the “References” section of the online application; does not require an additional attachment.

Please click the "APPLY" button to proceed. Note that you will be prompted to either sign in or create an account. This step is required in order to submit an application to this opportunity.

WSDOT is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. All persons, regardless of race, ethnicity, age, veteran status, sexual orientation, and/ or gender identity, are encouraged to apply. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact the listed Recruiter.

Contact Us

For inquiries about this posting, you may contact the assigned Recruiter at Robyn.Lovely@wsdot.wa.gov. Please be sure to reference 26DOT-HQ-00727 in the subject line.

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