IT Customer Support Journey - Thurston County - Olympia, WA

Employer: WSDOT

Job Description:
Washington State Department of Transportation (WSDOT) is the steward of an integrated, multimodal transportation system that helps to ensure people and goods move safely and efficiently throughout the state. In addition to building, maintaining, and operating the state highway system, WSDOT operates the largest ferry system in the nation, manages the world's longest floating bridge, and recently completed the world's widest tunneling project.

The Opportunity
The WSDOT Information Technology Division (ITD) is currently seeking a journey level IT support professional for desktop computer hardware, software, and mobile devices. This highly skilled incumbent will apply advanced technical knowledge to independently identify and resolve complex problems with desktop computer systems and related components This position supports Headquarters (HQ) Development Division of Multimodal Development and Delivery customers with standard computing resources, customized hardware and software solutions as required to meet the business and strategic goals of WSDOT.

What to Expect
The IT Customer Support Journey meets criterial needs for employees to use desktop computing resources to carry out their mission of operating and improving the state’s transportation systems and ensuring the safety of the traveling public in a 24/7 environment.
Among the varied range of responsibilities held within this role, the IT Customer Support -Journey will:

•Independently install, maintain, and resolve hardware and software problems by replacing components, using specialized technical tools and test equipment to diagnose and resolve faults.
•Install and reload software or reconfigure systems where required, either via telephone, by remote access software, or by site visit to the customer.
•Manage and maintain operating systems and computer resources to ensure compliance with current standards.
•Provide training, advice, and guidance to technical and non-technical users in the use of software, hardware, and peripheral devices.
•Research current technology and conducts process review. Writes technical papers and instructional material based on the findings for employees and staff.
•Installs and configures anti-virus software and monthly security patches to ensure workstation infrastructure is secure from potential malware, viruses, and other vulnerabilities.
•Installs and maintains peripherals such as printers, modems, scanners, and removable storage devices.
•Deploy hardware, operating systems, and major application upgrades for organizations, workgroups, or individuals.
•Tracks and monitors IT inventory by assigning assets to individual users and business organizations, documenting assignment, and biennially auditing physical inventory.
•Devise solutions for unresolved issues, implement solution for the customer, and educate subordinate technical staff.

•To be considered for this opportunity, the following are required:
•Four (4) years prior work experience in a desktop support setting (college education may be substituted for years of service if applicable).
•Experience effectively communicating and providing assistance to a diverse set of information technology peers.
•Experience providing technical consulting and performing installation of IT hardware and software.
•Experience supporting Microsoft Operating Systems, Microsoft Office Suite, and standard Adobe products.
•Experience installing and supporting computer hardware and software.
•Experience assembling/disassembling computer equipment.

It is preferred that qualified candidates also have:
•COMP TIA A+ certification
•COMP TIA NET+ certification

Important Notes
•This position will be remote in a telework capacity 50%. WSDOT supports a flexible work schedule with partial telework opportunities, depending on business needs and prior supervisor approval.

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 11 paid holidays, full-time employees earn a minimum 14 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.
•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 three (3) individuals who can attest to your work performance, technical skills, and job-related competencies. This information can 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 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. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, disabled and Vietnam era veterans, as well as people of all sexual orientations and gender identities 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. For more information, please visit

Contact us
For inquiries about this posting, you may contact the assigned Recruiter, Amanda Strebeck, at . Please be sure to reference IT Customer Support Journey 01008 in the subject line.

Contact Person:
Location: Thurston County - Olympia, WA
Application Method: Online
Base Pay: $63,912.00 - $85,992.00 Annually

Posted on July 15, 2021

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