Desktop Services Specialist (IT Customer Support - Journey)

Salary : $74,268.00 - $99,924.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number: 26DOT-HQ-01008
Department: Dept. of Transportation
Division: Headquarters
Opening Date: 09/23/2026
Closing Date: 9/30/2026 11:59 PM Pacific

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 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-virmalware 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 Information on other compensation types for non-represented positions can be found in 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 ;/li>

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 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.

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.
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 ;br>
Contact Us

For inquiries about this posting, you may contact the assigned Recruiter at . Please be sure to reference 26DOT-HQ-01008 in the subject line.
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

Please briefly describe your most recent IT customer support role and responsibilities. If you do not have this experience, please enter N/A.
02

Technical Support: Select the best option that describes your experience providing technical support for client computing hardware, operating systems, firmware updates, application installation, security patching, system-level support tools, and peripherals.

• Independently diagnose and resolve complex hardware and software issues across diverse client computing environments, including non-standard configurations, while applying system-level support tools and managing updates, security patches, and peripheral connectivity.
• Independently troubleshoot and resolve a broad range of client computing hardware and software issues, including operating system and firmware updates, application installation, security patching, and peripheral support.
• Provide technical support for standard client computing hardware and software, performing routine updates, application installation, security patching, and peripheral troubleshooting using established procedures.
• Provide basic technical support for client computing hardware and software, following established procedures for routine updates, application installation, and peripheral troubleshooting.
• I do not have this experience.

03

Microsoft Technologies: Select the best option that describes your experience supporting Microsoft 365, Microsoft operating systems, Microsoft Office Suite, Microsoft Intune, Active Directory Group Policy, iOS, and standard Adobe products.

• Independently administer, troubleshoot, and resolve complex issues across Microsoft 365, Microsoft operating systems, Microsoft Intune, Active Directory Group Policy, iOS, Microsoft Office Suite, and Adobe products, including customized configurations and system-level support.
• Independently support and troubleshoot Microsoft 365, Microsoft operating systems, Microsoft Intune, Active Directory Group Policy, iOS, Microsoft Office Suite, and standard Adobe products.
• Provide technical support for Microsoft operating systems, Microsoft Office Suite, Microsoft 365, and standard Adobe products, with foundational experience supporting Intune, Active Directory Group Policy, and iOS.
• Provide basic support for Microsoft operating systems, Microsoft Office Suite, Microsoft 365, and standard Adobe products using established procedures.
• I do not have this experience.

04

Please briefly describe your experience supporting Microsoft 365, Microsoft operating systems, Microsoft Office Suite, Microsoft Intune, Active Directory Group Policy, iOS, and standard Adobe products. Identify the technologies you have supported. If you do not have this experience, please enter N/A.
05

Do you have a valid driver's license?

• Yes
• No

06

Are you able and willing to maneuver and transport various materials and/or equipment weighing up to 50 pounds?

• Yes
• No

07

Do you have experience using powered and non-powered tools?

• Yes
• No

08

Cybersecurity: Select the best option that describes your knowledge of or experience with cybersecurity technologies.

• Independently apply cybersecurity technologies and practices to identify, assess, and respond to complex security risks across multiple areas, including vulnerability management, intrusion detection and prevention, application security, network security, incident response and handling, anti-virmalware management, and security assessments.
• Apply cybersecurity technologies and practices in one or more areas, including vulnerability management, intrusion detection and prevention, application security, network security, incident response and handling, anti-virmalware management, or security assessments.
• Demonstrate foundational knowledge of cybersecurity technologies and their application to routine security monitoring, assessment, or response activities.
• Demonstrate awareness of common cybersecurity technologies and their purpose in protecting information technology systems.
• I do not have this knowledge or experience.

09

Please list any relevant certifications in the space provided below. If none, please enter N/A.
10

Systems Management: Select the best option that describes your knowledge of imaging, Group Policy, task sequences, and networked computing environments and infrastructure.

• Independently develop, configure, and troubleshoot imaging solutions, Group Policy, and task sequences across networked computing environments and infrastructure.
• Apply knowledge of imaging, Group Policy, and task sequences to support and troubleshoot networked computing environments and infrastructure.
• Demonstrate working knowledge of imaging, Group Policy, task sequences, and networked computing environments.
• Demonstrate foundational knowledge of imaging, Group Policy, task sequences, and networked computing environments.
• I do not have this knowledge.

11

Please briefly describe your knowledge of imaging, Group Policy, task sequences, and networked computing environments and infrastructure. Include examples of how you applied these technologies to support or manage systems. If you do not have this experience, please enter N/A.
12

PowerShell: Select the best option that describes your knowledge of scripting using Microsoft PowerShell.

• Independently develop, modify, and troubleshoot PowerShell scripts to automate complex administrative tasks and support system management.
• Develop and modify PowerShell scripts to automate routine administrative tasks and support system management.
• Demonstrate working knowledge of PowerShell scripting to perform routine administrative tasks with guidance as needed.
• Demonstrate foundational knowledge of PowerShell scripting and its application to administrative tasks.
• I do not have this knowledge.

13

Please briefly describe your knowledge of PowerShell scripting. If you do not have this knowledge, please enter N/A.
14

Please select the response that best describes your highest level of completed education.

• 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

15

If you indicated completion of a degree, please list your degree and field of study. Otherwise, enter N/A.
16

How did you learn of this employment opportunity?

• Indeed
• LinkedIn
• 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)

17

If you selected 'Other' on the previous question, please specify how you learned of this employment opportunity in the space provided:
Required Question