Job Description

Posting number: 26DOT-HQ-0P248-1

Department: Dept. of Transportation

Division: Headquarters

Job classification: IT CUSTOMER SUPPORT - ENTRY

Posting type: Open & Promotional

Categories: IT and Computers, Customer Service

Summary

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

WSDOT is currently seeking a non-permanent IT Customer Support technician to support the Northwest Region (NWR) end-user computing environment by independently identifying and resolving routine and complex technical issues related to desktop, laptop, tablet, and mobile device hardware and software, operating systems, audio/visual systems, printing devices, and related components. This position plays a critical role in ensuring the agency can accomplish its mission of providing safe, reliable, and cost-effective transportation options by supporting high-profile transportation infrastructure projects within the NWR and the Urban Mobility and Access Management (UMAM) Division. Our top candidates will possess demonstrated technical troubleshooting skills, foundational knowledge of end-user computing systems and devices, adaptability in a fast-paced environment, and a commitment to providing reliable, responsive, and solutions-oriented support.

What to Expect

NWR Technology Services Team provides services to over 2000 employees among 63 sites in a six-county area, including NWR and the agency’s Urban Mobility, Access and Mega Programs Division (UMAM) including I-405/SR 167 Corridor, Puget Sound Gateway, SR 520 Bridge Replacement, Interstate Bridge Replacement (IBR) and HOV, Tolling, Aviation, Rail and Alaskan Way Viaduct Replacement, in the Puget Sound area that are making multi-modal investments in partnership with local agencies on WSDOT’s facilities.

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

• Provide technical customer support, deploy devices, peripherals, and software to end-users remotely and on premises throughout NWR.
• Work directly with customers to make sure computers, laptops, tablets, and all end-user computer devices are up to date and usable.
• Resolve routine service requests and break/fix incidents.
• Provide entry level technical support for computer applications on site at any one of the approximately 63 locations serviced and/or by remote connection methods, escalating to Journey and Senior Customer Support when necessary.
• Provide customer support for conferencing, collaboration applications, and multimedia presentation equipment across multiple computer and mobile platforms.
• Install, configure and inventory conferencing assets and equipment, collaboration applications, and multimedia projection equipment for use across multiple computing and mobile platforms.
• Work directly with WSDOT customers to determine customer requirements and the most appropriate types of conference and projection equipment and configurations for large audiences and conference rooms.
• Install, configure and inventory printers, plotters, label writers, scanners, and printing and scanning software.
• Configure printers for use as a mainframe printer and troubleshoot mainframe printing issues.
• Provide training for end users in one on one and group settings on all facets of computer hardware and software.

Qualifications

To be considered for this opportunity, the following 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.

In addition to the competencies above, the following are also required:

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

It is preferred that qualified candidates also have:

• Extensive Cybersecurity Technologies: Working knowledge of cybersecurity technologies such as vulnerability management, intrusion detection and prevention, application security, network security, incident response and handling, anti-virus/malware management, and/or security assessments.
• 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 is a project position, expected to last until June 30, 2027.
• The salary listed includes the legislative approved 5% salary premium for positions in King County.
• This role requires daily on-site work for the first six months, then shifts to a hybrid schedule of 3 – 4 office days per week with flexible arrangements.
• 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.

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-0P248-1 in the subject line.