IT Customer Support - Entry

About WSDOT

Washington State Department of Transportation (WSDOT) is a multimodal organization with a global reputation for excellence! Our dedicated workforce is responsible for planning, designing, building, and operating an integrated transportation system that safely and efficiently moves people and goods throughout the state. In addition to maintaining over 18,000 lane miles of state highway and 4,100 bridges, WSDOT manages the world's longest floating bridge, executes an award-winning Active Transportation Plan, holds a record for the world's widest tunneling project, and operates the largest ferry system in the nation!

The Opportunity

WSDOT has an exciting opportunity for an ambitious IT professional who is looking to join the Technology Services Department (TSD) team. This role is intended to serve TSD Service Desk and regional IT Help Desk stationed at our North Central Region (NCR) Headquarters in Wenatchee, WA, with time resource split equally between Service Desk and Regional TSD operations in normal conditions and will require some on-site presence in Wenatchee on a weekly basis. In this role, you will function as part of a team and will primarily provide IT support among multiple IT job families across all business divisions and regions within the agency and partnering DOT agencies. They will assist TSD customers with IT support tier 1 level telephone, email, or IT Service Management system ticket inquiries for either resolution or escalation.

What to Expect

Among the varied range of responsibilities held within this role, the IT Customer Support

• Entry will:

• Provide Tier 1 statewide customer support for workstations, mobile devices, printers, servers, mainframe, network, and software application issues both on-site and remote.

• Provide technical support for audio and video conferencing systems in conference rooms and meeting spaces.

• Analyze customer problems and correct problems while on phone, in person, remotely and/or reassign problem to workstation, network, mainframe, infrastructure, and application support teams.

• Reset and/or terminate customer network sessions and passwords, printer troubleshooting and installation, check server status, install, and assist with software applications, map network drives, and provide resolution for mobile and remote access problems (Citrix, RAS, VPN and Wireless).

• Utilize remote administration tools to identify and resolve customer problems.

• Provide and receive training, advice, and guidance to technical and non-technical users in the use of approved software, hardware, and peripheral devices.

• Maintain after-hours scheduling for TSD staff for statewide after-hours service calls.

Qualifications

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

• Three (3) years of experience in a desktop support setting, to include installing and support of computer hardware and software. (NOTE: College education may be substituted for years of experience if applicable).

• Experience effectively communicating and assisting 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.

• Knowledge of desktop computer hardware, software, architecture, and operational theory.

• Knowledge of networked computing environment and infrastructure.

• Knowledge of computer operating system imaging, group policies, and task sequence.

• Ability to assemble/disassemble computer equipment.

• Ability to consistently and dependably be at work and allow for flexibility in work schedule.

• Ability to transport various pieces of computer-related equipment weighing up to 50 pounds.

• A valid driver's license.

It is preferred  that qualified candidates also have:

• ITIL v4 Foundation Certification

• CompTIA A+ Certification

• Microsoft Fundamentals Certification

• To review the full Position Description, don't hesitate to contact the recruiter in the Contact Us section of this posting.

Important Notes

• The duty station for this position is in the North Central Regional. Support requires a minimum of 4 hours of support, 3 days a week at the NCR Headquarters campus in Wenatchee, WA, to provide on-site support for customers.

• This position offers flexible/hybrid remote work options.

• This recruitment may also be used to fill additional positions per business needs.

• The salary range listed includes the legislative approved general wage increase of 3%, effective on July 1, 2024.

• The recruiting efforts for this position may be extended beyond the displayed closing date for as long and until a sufficient candidate pool has been established. However, the first review of applications will be conducted July 17, 2024. The Appointing Authority reserves the right to make a hiring decision at any time thereafter. It is to your benefit to submit your application as soon as possible.

• 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 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 may 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.

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. 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.

Contact Us

For inquiries about this posting, you may contact the assigned Recruiter, at Robyn.Lovely@wsdot.wa.gov. Please be sure to reference 24DOT-HQ-00370-1 in the subject line.