IT Customer Support – Entry | Project at State of Washington

Job 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! The Opportunity 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 escalate issues when additional expertise or authorization is needed. What to Expect 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 escalate 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. Qualifications 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 escalate 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 operational, project, and customer needs. • Documentation and Attention to Detail: Ability to maintain accurate service records, asset information, technical documentation, and other work products using established procedures. • Collaboration and Teamwork: Ability to work effectively with coworkers, customers, contractors, consultants, vendors, and project stakeholders, and seek assistance when needed. • Growth Mindset: Willingness to learn new technologies and procedures, seek feedback, and apply what is learned. • Service Orientation: Ability to understand customer needs, take appropriate action, and follow through on commitments. The following qualifications are also required : • A valid driver’s license and the ability to operate state owned vehicles. • Ability to obtain a Transportation Worker Identification Credential (TWIC) card within the first six (6) months of employment. It is preferred that qualified candidates also demonstrate/have: • Technical Knowledge: Foundational knowledge of information technology, systems administration, engineering technology, operational technology, infrastructure support, or a related technical discipline. • Transportation & Operational Environments: Experience working in transportation, maritime, or operational environments where system availability impacts service delivery. • Industry Certifications: Industry certifications such as CompTIA A+, Network+, Security+, or equivalent. • Microsoft Technologies and Identity Administration: Knowledge of Windows, Microsoft 365, endpoint management, and user account administration concepts such as Active Directory or Entra ID. Important Notes • This recruitment may also be used to fill additional positions per business needs. • This is a project position, expected to last until June 30, 2028. • The salary listed includes the legislative approved 5% salary premium for positions in King County. • 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. • This position is not eligible for remote work. 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. 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. 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 www.uscis.gov 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-0P436 in the subject line.

Requirements

Must-haves

What to Expect
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 escalate 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.
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 operational, project, and customer needs.
Documentation and Attention to Detail: Ability to maintain accurate service records, asset information, technical documentation, and other work products using established procedures.
Collaboration and Teamwork: Ability to work effectively with coworkers, customers, contractors, consultants, vendors, and project stakeholders, and seek assistance when needed.
Growth Mindset: Willingness to learn new technologies and procedures, seek feedback, and apply what is learned.
Service Orientation: Ability to understand customer needs, take appropriate action, and follow through on commitments.
A valid driver’s license and the ability to operate state owned vehicles.
Ability to obtain a Transportation Worker Identification Credential (TWIC) card within the first six (6) months of employment.
Technical Knowledge: Foundational knowledge of information technology, systems administration, engineering technology, operational technology, infrastructure support, or a related technical discipline.
Transportation & Operational Environments: Experience working in transportation, maritime, or operational environments where system availability impacts service delivery.
Industry Certifications: Industry certifications such as CompTIA A+, Network+, Security+, or equivalent.

Nice-to-haves

It is preferred that qualified candidates also demonstrate/have:

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Platform: governmentjobs
Effort: medium

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