IT Customer Support Specialist

Salary : $72,816.00 - $97,968.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Full Time - Non-Permanent
Job Number: 2026-04690
Department: Employment Security Department
Division: Information Technology Services Division
Opening Date: 06/23/2026
Closing Date: 6/30/2026 11:59 PM Pacific

Description
The Employment Security Department (ESD) is seeking a skilled, customer-focused IT professional to serve as an IT Customer Support Specialist.

The ideal candidate is a calm, analytical problem-solver who thrives in a fast-paced environment. You communicate clearly with both technical and non-technical users, approach challenges with curiosity, and take pride in delivering excellent service. You are adaptable, collaborative, and committed to helping staff stay productive by ensuring their technology works reliably and securely. You bring strong troubleshooting skills, sound judgment, and a dedication to continuous learning.
Note: This is a non-permanent position anticipated to last until 5/31/2027

Duties
This position plays a critical role in supporting ESD's mission by ensuring staff, contractors, and partners have reliable access to the desktop systems, applications, mobile devices, telecommunications tools, and secure network resources they need to serve Washingtonians. You will provide advanced technical support, resolve incidents, fulfill service requests, and coordinate solutions across IT teams to maintain stable, secure, and efficient operations.

In this role, you will deliver enterprise-wide technical support, administer user access and system configurations, manage mobile devices, and contribute to process improvements and technology projects. Your work ensures that more than 4,000 devices, 950+ mobile phones, 2,500+ VPN users, and multiple telephony systems remain operational and secure for agency staff and partners.

Some of what you will do:

• Troubleshoot, diagnose, and resolve technical incidents involving desktop hardware/software, telephones, mobile devices, printers, network connectivity, and mainframe access for users statewide.
• Install, configure, and support desktop systems, applications, telecommunication tools, and mobile devices to meet operational needs.
• Administer user accounts, security groups, and permissions in Active Directory, Exchange, Intune/MECM, and other endpoint management tools.
• Manage mobile devices and services, including provisioning, configuration, MDM administration, upgrades, and secure deactivation/wiping.
• Monitor, identify, and resolve incidents using technical tools; create and use PowerShell scripts to automate diagnostics and configuration tasks.
• Prepare and distribute enterprise outage notifications and coordinate with IT teams and vendors during major incidents or system changes.
• Define, document, and implement customer support processes; provide service-level reporting and consult with customers on solutions.
• Develop and maintain customer self-service options, including MDM portals and knowledge base articles.
• Participate in or lead technology projects, providing operational requirements and implementing new or upgraded systems and services.
• Preserve the confidentiality, integrity, and availability of systems and data; immediately report security events or incidents.

To request a detailed position description, click here.

Qualifications
Required:

Option 1: Five years of IT experience performing position specific duties related to managing, operating, and maintaining enterprise desktop, network, client server, virtualization. And two years of service desk or call-center experience.

Option 2: Bachelor's degree in computer science or closely related field and one year of experience consulting, installing and/or maintaining IT Infrastructure devices and PCs/Laptops/Tablets and general technical support in IT.

AND

• Four years of information technology experience such as analyzing, designing, installing hardware, telecommunications, or network infrastructure equipment or providing customer or technical support in information technology
• Experience with MECM, MS Intune, MS Active Directory, MS Windows operating systems and MS Office suite.
• Experience and knowledge of PC hardware and peripherals
• Experience and knowledge of networking technology to include switches, LAN, WAN, Enterprise systems (e.g. DHCP, DNS Active Directory, SCCM, Exchange).

AND the ability to demonstrate the following, required competencies:

• Security: Preserve the confidentiality, integrity, and availability of ESD systems and data in accordance with the policies, procedures, and best practices established and maintained by the ESD information security team. Immediately report any Security event, incident, or breach in reporting.
• Technical problem-solving skills: Ability to analyze and solve problems through a methodical process. Can identify the errors or failures on complex services that traverse network components (IT Services) such as firewalls, routing, DHCP and IP addressing, Active Directory, System Center and the endpoint and operating systems. Works independently to analyze complex problems.
  • Creates and submits plans to Change Advisory Board for implementation.
  • Critical thinking - use purposeful and reflective judgement to process, analyze, interpret, explain, evaluate, illustrate, and compare information.
  • Ability to stay current with new/emerging technologies and/or systems.
• Service analysis: Develops service processes or portions of complex projects. Propose technical solutions that can improve those processes; design information systems to automate business requests or support processes.
  • Ability to read and develop diagrams to illustrate business and/or technical (service) processes.
  • Understand complex processes traversing multiple infrastructure services.
  • Ability to conceptualize and communicate processing alternatives to improve efficiencies or solve business problems.
• Deployment and testing: Develops configuration change in response to system failure or enhancement. Tests, provides communication plan, pilots and deploys solution to targeted users, devices or the enterprise.
  • Ability to write test plans and perform testing on multiple aspects of software and hardware, including usability, functionality, and security concerns.
  • Ability to plan, document, and configure components of complex systems.
  • Ability to maintain technical documentation written by others and keep it up to date.
  • Ability to coordinate a statewide deployment or change, coordinating with support teams, communications teams providing early life support and backout planning.
• Planning and organization: Ability to effectively organize multiple assignments to produce work products and services that are accurate, thorough, and on time.
  • Ability to ensure that tasks are planned and documented in advance of their execution.
  • Ability to assist the project manager in estimating and planning project time and completing work breakdowns.
  • Ability to coordinate multiple facets of complex projects including people, processes, and resources.
  • Ability to evaluate progress on assigned tasks and adjusts organization, priority, time, method, etc. If unsure of competing priorities, contact lead or supervisor for assistance.
  • Remains acutely aware of timeframes and successfully meets deadlines. If deadlines are in jeopardy, appropriately seeks assistance or guidance from lead or supervisor.
  • Shows ability to respond to changing demands. Demonstrates the ability to prioritize work for the most efficient use of time and resources.
  • Ability to lead teams to design solutions and resolve complex problems.

Preferred/Desired Experience:

• Three years of information technology service desk or call center experience.
• Three years of experience using an electronic ticketing system for incidents, work orders, change requests and service requests.
• Three years of troubleshooting and problem resolution for mission critical, enterprise-wide computing environment.
• Certification in ITIL (Information Technology Infrastructure Library).
• Experience with PowerShell.
• Ability to effectively communicate with and among technical and non-technical staff.
• Demonstrated history as a positive team player that shares ideas, solutions, and information with teammates.

Required equity competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Education to Experience Equivalences:

Associate Degree = 2 years | Bachelor Degree = 4 years | Masters or Higher = 5 years
Additional Requirement of Employment:

• Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.

Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.

Additionally, we ask that you not include photographs or external links within your documents. Any documents uploaded through this platform will be securely transmitted electronically to support application review.
Please submit your Cover Letter and Resume with your through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

Supplemental Information
Why work with us?

Ouragency's mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.
Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Katie Swanson, or the Talent Acquisition Team, orWashington Relay Service 711 prior to the recruitment closing. If you are having technical difficulties creating, accessing, or completing your application, please contact or or toll free , Washington Relay 711.
**This Organization Participates in E-Verify**
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 (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 (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 , 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

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
01

I understand that to be considered for this position I must include a resume and letter of interest with this applicant packet.

• Yes
• No

02

Are you a current or former State of Washington employee?

• Yes
• No

03

If you answered "yes" to the question above, please indicate which state agency(ies) you have worked for. If this does not apply to you, type N/A.
04

Select all of the following areas of experience that you currently possess:

• Four years of information technology experience such as analyzing, designing, installing hardware, telecommunications, or network infrastructure equipment or providing customer or technical support in information technology.
• Experience with MECM, MS Intune, MS Active Directory, MS Windows operating systems and MS Office suite.
• Experience and knowledge of PC hardware and peripherals.
• Experience and knowledge of networking technology to include switches, LAN, WAN, Enterprise systems (e.g. DHCP, DNS Active Directory, SCCM, Exchange).
• None of the above.

05

Please select the option that best describes your experience as it relates to the position requirements:

• I have five years of IT experience performing position specific duties related to managing, operating, and maintaining enterprise desktop, network, client server, virtualization. And two years of service desk or call-center experience.
• I have a bachelor's degree in computer science or closely related field and one year of experience consulting, installing and/or maintaining IT Infrastructure devices and PCs/Laptops/Tablets and general technical support in IT.
• I meet neither of these qualifications.
• Other (please describe below)

06

In reference to the above question, please describe your experience as it relates to the position-specific requirements.
07

For each required competency listed below, provide a brief explanation of how you have demonstrated that competency in your previous roles. You must address each competency in a numbered list (1-5). If you do not possess a competency, state that clearly. Your application will be evaluated based on your responses to all competencies. (For a full description of each competency, please see full job posting or request a position description via the link included) 1. Security2. Technical problem-solving skills3. Service analysis4. Deployment and testing5. Planning and organization
08

Please describe a time when you were faced with a technical problem you did not immediately know how to solve. What steps did you take to diagnose the issue, find a solution, and communicate with the customer or end user? What was the outcome? If you do not have this type of experience, type N/A.
09

*Preferred Qualification -- Not Required* Select all of the following areas of experience you currently possess:

• Three years of information technology service desk or call center experience.
• Three years of experience using an electronic ticketing system for incidents, work orders, change requests and service requests.
• Three years of troubleshooting and problem resolution for mission critical, enterprise-wide computing environment.
• Certification in ITIL (Information Technology Infrastructure Library).
• Experience with PowerShell.
• Ability to effectively communicate with and among technical and non-technical staff.
• Demonstrated history as a positive team player that shares ideas, solutions, and information with teammates.
• None of the above.

10

How did you hear about this career opportunity (select all that apply)?

• Washington State's career website: ;/li>
• Washington State WorkSource Center or website (WorkSourceWA.com)
• Washington State employee
• Employment Security Department's job web page: ;/li>
• Monster
• College/university career fair or website
• LinkedIn
• Facebook
• VERG
• Diversity.com
• Handshake
• Other

11

If you selected "Other", please tell us how you learned about this job opportunity.If this does not apply to you, type N/A.
Required Question