Desktop Services Specialist (IT Customer Support – Journey)

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 Technology Services Division (TSD) is seeking a journey-level IT Customer Support specialist to provide critical operational technology support for agency divisions and business units whose work directly impacts transportation construction, maintenance, and the traveling public. In this role, you will independently diagnose, troubleshoot, and resolve complex issues involving workstations, mobile devices, peripherals, software, and other supported systems, including non-standard hardware configurations and specialized software suites. The position will provide technical expertise and customized technology solutions that support WSDOT’s mission in a 24-hour environment, ensuring employees have the reliable computing resources needed to operate and improve Washington’s transportation system. Candidates that possess advanced troubleshooting and problem-solving skills, sound technical judgment, strong customer service skills, and the ability to independently manage complex technology issues while effectively supporting diverse business needs are encouraged to apply.

What to Expect The TSD Headquarters Region Technology Field Services Workstation Support Team provides consultation, planning, configuration, implementation, administration, maintenance, troubleshooting, and lifecycle asset management for workstations, mobile devices, software, operating systems, and print and scanning technologies, while also supporting technology projects and stakeholder training. The team supports more than 2,000 employees and 5,000 technology assets at multiple locations across the agency.

Among the varied range of responsibilities held within this role, the Desktop Services Specialist will:

• Provide journey-level technical expertise to troubleshoot and resolve routine and more complex enterprise technology issues.
• Collaborate with employees and business units in-person at various sites throughout the Headquarters Region or via remote consultation.
• Manage the full lifecycle of technical support requests within the BMC Helix Incident Management system, ensuring tickets are accurately documented, prioritized, and resolved according to service level agreements.
• Administer cloud-based environments by managing user licensing, shared resources, and security groups within Microsoft Entra ID.
• Diagnose and remediate routine conflicts involving Group Policy (GPO), enterprise applications, and hardware/software interoperability.
• Execute configuration management tasks using Microsoft Intune and Endpoint Configuration Manager to automate software deployments, enforce device compliance policies, and streamline operating system updates.
• Deploy enterprise laptops and desktops by configuring standard WSDOT images, ensuring all firmware, OS builds, and specialized line-of-business applications meet agency specifications.
• Install and sustain critical peripherals—including docking stations, multi-monitor setups, and networked imaging devices.
• Develop and deliver ongoing technical training for Headquarters Region employees. Focus on maximizing the adoption of new features and ensuring staff are proficient in using modern workplace technologies to meet mission objectives.

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

• Technical Support: Demonstrated professional technical support experience with client computing hardware, operating systems, firmware updates, application installation, security patching, system-level support tools, and peripherals, including monitors, docks, and printers.
• Customer Support & Troubleshooting: Extensive customer support experience with system administration, technical troubleshooting, problem solving, and the ability to formulate solutions using established workflows and manage assigned work priorities.
• Microsoft Technologies: In-depth experience supporting Microsoft 365, Microsoft operating systems, Microsoft Office Suite, Microsoft Intune, Active Directory Group Policy, iOS, and standard Adobe products.
• Time & Task Management: Ability to assess requirements, complete assignments within established timelines, and manage priorities across concurrent projects and engagements while working independently and proactively to achieve high-quality outcomes in dynamic, deadline-driven environments.
• Growth Mindset & Service-Oriented: Actively demonstrates a commitment to learning and growth. 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.
• Ability to use powered and non-powered tools.

It is preferred that qualified candidates also demonstrate/have:

• Cybersecurity: Knowledge of or experience with cybersecurity technologies, including vulnerability management, intrusion detection and prevention, application security, network security, incident response and handling, anti-virus/malware management, and security assessments.
• Relevant Certifications: Demonstrated foundational knowledge of ITIL framework and standards typically obtained through ITIL certifications.
• Desktop Technology: Knowledge of desktop computer hardware, software, architecture, and operational theory.
• Systems Management: Knowledge of imaging, Group Policy, task sequences, and networked computing environments and infrastructure.
• Information Technology Project Management: Knowledge of information technology project management principles and practices.
• PowerShell: Knowledge of scripting using Microsoft PowerShell.

Important Notes

• This recruitment may also be used to fill additional positions per business needs.
• This position requires regular travel to various sites throughout the region and occasional travel to other sites across the state with possible overnight stays.
• 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 offers flexible/hybrid remote work options.
• 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

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. As such, there are a number of flexible schedule options available, including telework options for eligible positions.
• 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.

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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 [email protected]. Please be sure to reference 26DOT-HQ-01008 in the subject line.