IT Customer Support - Multiple Locations Western 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
WSDOT Olympia-Southwest Information Technology team (OSW IT) is currently seeking an IT Customer Support Journey in the Vancouver or Lacey, WA areas. OSW lT is a place-based team within the Information Technology Division (lTD) providing: consultation, analysis, planning, design, development, testing, configuration, implementation, operation, administration, maintenance, troubleshooting and asset management (from procurement through end-of-life disposal) of multiregional servers, virtual environment, network infrastructure (firewalls, routers, switches and wireless access points), telecommunications systems (inside-plant horizontal cabling, PBX and lP-based telephony), software, reproduction (print/scan), virtual environments, operating systems, workstations and mobile devices. This position is responsible for independently providing workstation and mobile device support to Washington State Department of Transportation employees and consultants, addressing complex problems and escalating the most complex to higher level technicians as necessary. The incumbent will also provide scripting solutions for automating processes for improvement and time efficiencies and provide technical support for the Highway Asset Tracking System (HATS) and Automated Vehicle Location (AVL) systems for two business regions. Additionally, the incumbent will determine, install, and support audio/visual solutions for WSDOT conference rooms throughout the Olympic and Southwest Regions.

What to Expect
Among the varied range of responsibilities held within this role, the IT Customer Support will:

lmage, configure, deploy, troubleshoot, and support WSDOT workstation and mobile devices for two business regions.
Troubleshoot and resolve complex workstation or mobile device problems, escalating the most complex to higher level technicians if necessary.
May create workstation images if necessary.
lnstall, reload, or reconfigure software as required, either via telephone, by remote access tools, or by site visit.
Configure, patch, and troubleshoot operations systems, software, and ensure compliance with current standards.
Provide training, advice, and guidance to technical and non-technical users in the use of workstation and mobile device software, hardware, and peripheral devices.
Research current and emerging technology and conduct process review. Write technical papers and instructional material based on the findings for customers and other peers.
Provide scripting for multi-regional Windows-based automation.
Responsible for creating and implementing OSW asset management automated reporting via scripting.
Responsible for creating custom scripts to assist in automating otherwise manual processes for customers and for peers.
Effectively communicate work status to supervisor and management.
Provide technical support for Highway Asset Tracking System (HATS) and Automated Vehicle Location (AVL) systems for two business regions.
Determine, install, and support audio/visual solutions for WSDOT conference rooms throughout the Olympic and Southwest Regions.

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

A Bachelor's Degree or equivalent in information technology or related field.
Four (4) years of progressive, professional, fulltime, and recent work experience in an information technology support role with focus on workstation hardware and software/operating systems.
Experience providing technical consulting and performing configuration and installation of lT hardware and software.
Experience supporting Microsoft Operating Systems, Microsoft Office Suite, and standard Adobe products.
Experience effectively communicating and aiding diverse customers with varying technology aptitudes.

It is preferred that qualified candidates also have:

COMP TIA A+ certification
COMP TIA SERVER + and/or NET+ certification
Microsoft Certifications

Important Notes

This recruitment may also be used to fill additional positions per business needs.
This position offers flexible/hybrid remote work options.
By issuance of proclamation, the Governor of Washington State mandates that all employees who work for executive cabinet agencies (which includes the Department of Transportation) must be fully vaccinated against COVID-19. Compliance with this mandate is a condition of employment with WSDOT. Exemption may be granted for religious or medical purposes; however, accommodations will be subject to approval based on the essential functions required of the position.
WSDOT does not use the E-Verify system. For more information, please visit


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.
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 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 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. 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.

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 05001 in the subject line.

Contact Person:
Location: Western WA
Application Method:
Base Pay: $63,912-$85,922/year

Posted on March 01, 2022

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