State of Washington

Compensation

Full Description

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 manages the world's longest floating bridge, leads an award-winning Active Transportation Plan, holds the record for the world’s widest tunneling project, and operates the largest ferry system in the nation! The Opportunity WSDOT’s Technology Services Division (TSD) is seeking two IT Customer Support – Journey professionals to support Tier 2 Field Services Desktop Services for headquarters users and duty station locations. These positions will support the implementation and ongoing operation of enterprise software and hardware solutions, provide guidance on IT purchases and services, and help ensure secure, reliable, and effective end-user technology. These roles encompass support for desktop and mobile computing, printing and imaging devices, software licensing, asset lifecycle management, end-user technical training, security and patch management, audio/visual conferencing, and telework technologies. Successful candidates will bring strong customer service and technical support skills, effective troubleshooting and problem-solving abilities, knowledge of enterprise desktop environments, attention to security and asset management practices, and clear communication skills with both technical and non-technical users. What to Expect HQ IT Desktop Services provides these services to over 2000 employees among 7 sites, including the agency’s programs in the Puget Sound area that are making multi-modal investments in partnership with local agencies on WSDOT’s facilities. In addition to providing support for WSDOT employees, the team also provides IT services to several other partnering agencies in the Olympia area (FHWA, Transportation Commission Office, Freight Mobility Board, OMWBE, State Auditor’s Office, and the Attorney General’s Offices). Among the varied range of responsibilities held within these roles, the IT Desktop Services - Journey will: • Provide Tier II technical support for Windows-based end-user devices, including desktops, laptops, tablets, printers, peripherals, and accessories, resolving incidents escalated from Tier I and serving as a subject matter resource. • Plan and execute installation, control, and maintenance of Windows end-user devices including desktops, tablets, printers, peripherals, and accessories within the organization. • Plan, coordinate, and assist with testing, installation, and repair of production IT hardware, and application software that enable multiple business units to perform mission critical business functions to operate efficiently. • Perform root cause analysis on recurring or complex desktop support issues and recommend corrective actions to reduce incident volume and improve service quality. • Ensure regional IT purchases are aligned with customer business needs and comply with WSDOT standards. • Monitor required IT assets to enable the successful completion of regional business functions. • Implement lifecycle management by monitoring useful life and performance of assets to upgrade or replace according to agency standards. • Maintain accurate documentation of IT incidents, service requests, problems, and resolutions with status and required information within the agency IT Service Management System (ITSM). Qualifications To be considered for these opportunities, the following are required: Technical Proficiency Across IT Disciplines • Demonstrated ability to perform advanced tasks in multiple IT domains, such as customer support, systems and telecommunications management, IT documentation, and project delivery. • Demonstrated ability to perform basic network administration and troubleshooting tasks. • Capable of maintaining and optimizing diverse IT systems to meet enterprise and operational needs. Learning and Continuous Improvement • Demonstrated ability to lead or contribute to IT initiatives, drive continuous improvement, and adapt to new technologies and methodologies. • Committed to ongoing professional growth and development in a dynamic technical environment. Customer-Centered Communication and Support • Skilled in delivering responsive, user-focused IT services. • Ability to translate technical concepts for non-technical audiences, resolve complex user issues, and support a positive IT service experience across business units. Technical Consulting Expertise • Demonstrated ability to and experience with providing journey-level technical consulting, installation, and support for IT hardware and software in large-scale enterprise environments (2,000+ users) and systems administration of a large (500+ users) computing environment including client administration tools like SCCM, MECM, Intune, and Active Directory. • Skilled in assessing user and organizational needs to recommend and implement appropriate hardware and software solutions. • Proficient in deploying, configuring, and troubleshooting end-user devices, peripherals, and enterprise applications across diverse technical environments. • Capable of coordinating installations and upgrades with minimal disruption to business operations, ensuring compatibility, scalability, and compliance with IT standards. • Ability to work effectively with cross-functional teams and end users to deliver high-quality technical solutions and customer-focused support. Effective Communication Skills • Experience effectively communicating and assisting a diverse set of information technology peers including demonstrated experience with written and verbal communications, including presentations. IT Service Management • Demonstrated understanding of IT service management (ITSM) principles and best practices as defined by ITIL, typically obtained by an ITIL v4 Foundations Certification including opening, closing, updating, escalating, routing, relating, and deduplication of incident tickets in an IT Service Desk solution. • Experience creating, tracking, and managing tasks and time through incident and request management ticketing solutions. Growth Mindset • Actively demonstrates a commitment to learning and growth. Service-Oriented • Takes action to meet the needs of others. In addition to the competencies above, the following are also required: • Ability to maneuver and transport various materials and/or equipment weighing up to 50 pounds. • A valid driver’s license and the ability to operate state-owned vehicles. • Ability to respond to emergency outages, sometimes during inclement weather events or other catastrophic incidents. It is preferred that qualified candidates also have: Extensive IT Network & Hardware Proficiency • Demonstrated ability to contribute to IT projects involving the deployment of hardware and software • Experience providing project management for technical IT projects involving installation of IT hardware and software typically obtained by a PMP or CAPM certification. • Demonstrated technical proficiency in supporting, maintaining, and troubleshooting IT hardware, networks, and vendor-specific technologies typically obtained through COMP TIA, Microsoft, Cisco and/or similar certifications. Important Notes • This recruitment may also be used to fill additional positions per business needs. • These positions require travel to various WSDOT sites located throughout the state. • 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. • These positions offer 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, 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 Robyn.Lovely@wsdot.wa.gov. Please be sure to reference 25DOT-HQ-00538m in the subject line.