IT Customer Support – Journey
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Apply to IT Customer Support – Journey at State of Washington, WAJob details
- Location
- Spokane, Washington
- Work type
- Hybrid
- Compensation
- $74,268 - $99,924/yr
- Posted
- today
- Apply on
- governmentjobs.com
About this role
About the Department
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 technical support for end-user computing devices throughout the Eastern Region (ER). In this role, you will independently troubleshoot and resolve routine and complex hardware, software, operating system, smartphone, tablet, telephony, laptop, desktop, and peripheral issues, ensuring employees have the technology and support needed to effectively deliver WSDOT's mission of providing safe, reliable, and cost-effective transportation options that improve communities and economic vitality for people and businesses. A strong candidate will possess excellent technical troubleshooting and problem-solving skills, exceptional customer service and communication abilities, and the ability to prioritize work while providing responsive support in a dynamic environment.
What to Expect
The ER TSD team provides services to nearly 500 employees using over 1,200 technology assets at 24 sites in a seven-county area, including the state's second largest city. This position reports to the ER Workstation System Admin, who reports to the ER Technology Services Manager.
Among the varied range of responsibilities held within this role, the IT Customer Support Specialist will:
- Provide technical customer support for mobile computing and cellular telecommunications devices for the ER.
- Monitor the WSDOT Account Management (WAM) system for new incoming ER employees.
- Purchase, install, maintain, and repair nearly 300 AT&T and/or Verizon cellular smartphones, MiFi’s, and other telephony related devices.
- Install and configure Microsoft 365 applications (including Teams), WSDOT Company Portal applications, and other software using Microsoft Intune and other deployment methods.
- Apply the latest firmware, application, security and other patches and updates.
- Provide technical customer support of WSDOT office-based computing devices both remotely and on-premises at locations throughout the region.
- Deploy new computing hardware such as desktops and laptops by installing the WSDOT standard image, any required firmware and OS updates, as well as any requested software applications.
- Install and maintain peripherals such as docks, monitors, printers, scanners, keyboards/mice, etc., often involving travel to customer sites on a daily/weekly basis.
- Assist region employees with unresolved IT-related technical support issues.
- Provide satellite phone and other device connectivity and support to the region and provide telecommunication support for the Emergency Operations Center.
- Provide ongoing training to region employees as technology changes to keep end users informed about new features and updates.
Qualifications
To be considered for this opportunity, the following competencies are required:
- Mobile Device Support & Administration: Demonstrated ability to configure, deploy, troubleshoot, and support Apple iOS and Android smartphones and tablets, including device setup, operating system and firmware updates, application installation, security patching, system-level support tools, and mobile device peripherals.
- Technical Customer Support: Demonstrated ability to provide responsive technical support for end-user computing devices, enabling employees to securely access network resources and communication tools while working in office and remote environments.
- Systems Administration & Troubleshooting: Operational knowledge and experience providing technical consulting and performing installation of IT hardware and software using existing procedures.
- Enterprise Technology Support: Experience as a team member supporting M365, Microsoft Operating Systems, Microsoft Office Suite, Microsoft InTune 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.
- Communication & Customer Service: Skilled at explaining technical information in plain language to diverse audiences through in-person, phone, or messaging tools. Experienced in creating and delivering training materials for individuals and groups.
- Collaboration & Customer Service: Demonstrated ability to communicate effectively, provide professional customer service, and build collaborative working relationships with customers, team members, and stakeholders to deliver high-quality IT support.
- 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.
It is preferred that qualified candidates also demonstrate/have:
- Cybersecurity Technologies: Demonstrated expertise in one or more of the following cybersecurity technologies Vulnerability management, Intrusion detection and prevention, Application security, Network security, Incident response and handling, Anti-virus/malware management, and/or Security assessments.
Important Notes
- This recruitment may also be used to fill additional positions per business needs.
- 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 is eligible for limited remote work and requires regular travel to various sites throughout the region. Occasional travel to other sites across the state with possible overnight stays.
- 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.
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 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.
Contact Us
For inquiries about this posting, you may contact the assigned Recruiter at [email protected]. Please be sure to reference 26DOT-HQ-05578e in the subject line.
Benefits
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 01-07-2026
Supplemental Questions
- I have extensive experience independently configuring, deploying, troubleshooting, and supporting Apple iOS and Android smartphones and tablets, including device setup, operating system and firmware updates, application installation, security patching, mobile device management, system-level support tools, and peripherals.
- I have experience supporting most of these functions and can independently resolve the majority of mobile device issues.
- I have limited experience supporting Apple iOS and/or Android mobile devices and have assisted with some of these functions.
- I have no experience supporting Apple iOS or Android mobile devices.
- I have extensive experience independently providing technical support for a wide variety of end-user computing devices in both office and remote work environments, ensuring users can securely access network resources and communication tools.
- I have experience providing technical support for end-user devices and regularly resolve common technical issues.
- I have limited experience providing technical customer support for end-user devices.
- I have no experience providing technical customer support for end-user computing devices.
- I have extensive experience independently installing, configuring, administering, and troubleshooting IT hardware, software, and operating systems while providing technical consultation and resolving complex issues.
- I have experience installing, configuring, and troubleshooting IT hardware and software using established procedures.
- I have limited experience assisting with hardware and software installation and troubleshooting.
- I have no experience installing or troubleshooting IT hardware or software.
- I have extensive experience supporting Microsoft 365, Microsoft Windows operating systems, Microsoft Office Suite, Microsoft Intune, Active Directory Group Policy, Adobe products, and iOS devices in an enterprise environment.
- I have experience supporting several of these technologies in a professional environment.
- I have limited experience supporting one or more of these technologies.
- I have no experience supporting these enterprise technologies.
- I have extensive experience explaining technical concepts in plain language to diverse audiences and developing and delivering training or instructional materials for individuals and groups.
- I have experience communicating technical information to customers and have occasionally developed or delivered training materials.
- I have limited experience explaining technical information to customers.
- I have no experience communicating technical information to customers.
- I have extensive experience building collaborative relationships, providing exceptional customer service, and working effectively with customers, team members, and stakeholders to resolve technical issues.
- I have experience collaborating with customers and coworkers to provide quality technical support.
- I have limited experience working with customers or teams in a technical support environment.
- I have no experience providing collaborative customer support.
- Yes
- No
- Yes
- No
- I have extensive professional experience implementing or supporting multiple cybersecurity technologies, such as vulnerability management, intrusion detection and prevention, application security, network security, incident response, anti-virus/malware management, or security assessments.
- I have professional experience supporting one or more cybersecurity technologies.
- I have limited exposure to cybersecurity technologies through work, education, or training.
- I have no experience with cybersecurity technologies.
- Vulnerability management
- Intrusion detection and prevention
- Application security
- Network security
- Incident response and handling
- Anti-virus/malware management
- Security assessments
- None of the above
- I have a master’s degree or higher.
- I have a bachelor’s degree.
- I have an associate’s degree.
- I have a high school diploma or equivalent.
- None of the above
- Indeed
- Direct Email Notification
- WSDOT social media (Twitter, Facebook, YouTube, etc)
- Career Fair
- Monster
- WorkSource
- Handshake
- AASHTO
- NACTO
- COMTO
- APWA
- "NOW HIRING" banner/sign
- Radio advertisement
- WSDOT Employment Site
- Careers.wa.gov
- governmentjobs.com
- Other (specify below)
Required Question
Agency Information
EmployerState of WashingtonAddress View Job Posting for Agency InformationView Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov