IT Customer Support - Journey (IT Service Desk Technician)

Salary : $72,816.00 - $97,968.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Job Number: 2026-5-A263-04007
Department: Dept. of Natural Resources
Opening Date: 05/15/2026
Closing Date: 5/31/2026 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step

Description
IT Customer Support - Journey (IT Service Desk Technician)Recruitment #2026-5-A263
Full-time, Permanent, Represented position (WFSE)
Location: Natural Resources Building- Olympia, WA
Work Hours and Partial Telework flexibility may be available and considered Salary: $6,068.00 - $8,164.00 Monthly
Review of applications is ongoing. We reserve the right to make a hiring decision or close this recruitment at any time after 5/24/26. It is in your best interest to submit materials as soon as possible.

Want to join something GREAT and make a difference?
The Department of Natural Resources (DNR) has an exciting opportunity within our Information Technology Division for an IT Customer Support - Journey (IT Service Desk Technician).

Do you want to support the technology that helps manage and protect Washington's natural resources? If so, this role may be a great fit.

We are seeking a customer-focused IT professional to join our Service Desk team supporting enterprise systems, end users, and agency-wide Microsoft 365 services. This position plays a key role in ensuring reliable access to technology tools that support critical agency operations across the state.

This position provides advanced technical support for desktops, laptops, peripherals, mobile devices, and enterprise applications. The incumbent serves as a Microsoft 365 subject matter expert, with emphasis on SharePoint Online, and acts as an escalation point for complex Tier 1 and Tier 2 Service Desk issues.

Key responsibilities include diagnosing and resolving complex technical incidents involving hardware, software, operating systems, and application integrations. This includes troubleshooting issues, identifying root causes, coordinating with internal IT staff, vendors, and WaTech, and implementing effective solutions to restore service.

The role also supports enterprise account and access management, device lifecycle management, mobile device administration through Microsoft Intune, and workstation configuration, reimaging, and deployment. These responsibilities help ensure agency systems remain secure, consistent, and properly maintained.

In addition, this position supports the Technology Intake Committee (TIC) by triaging, evaluating, and routing requests in alignment with agency standards and priorities. The role also contributes to continual service improvement efforts by developing and maintaining knowledge base articles, improving Service Desk processes, and supporting training and documentation initiatives.

Please Note:
This position works a standard schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m., and includes the flexibility to work remotely on a part-time basis; however, regular onsite presence at the Natural Resources Building (NRB) in Olympia, WA is required. The successful candidate must be available for in-office rotations, scheduled meetings, and operational needs as required. This position also participates in an on-call rotation to support wildland fire season coverage and incident response activities. Occasional travel to regional offices and field locations is required, including during wildland fire season to support operational needs. A valid driver's license is required for this position.
Duties

Responsibilities:

• Provide advanced technical support for desktop and laptop computers, software, peripherals, and mobile devices
• Serve as a Microsoft 365 subject matter expert focused on SharePoint Online administration, support, and troubleshooting, and act as a Tier 2 escalation point for complex Microsoft 365 and SharePoint Online incidents.
• Support Technology Intake Committee (TIC) requests, including intake review, triage, routing, and coordination
• Perform device reimaging, configuration, deployment, and lifecycle management of agency hardware
• Manage user accounts, permissions, and access across enterprise systems, including Adobe, Box, Zendesk, and Microsoft 365/SharePoint Online environments.
• Administer and provide front-line support for mobile devices using Microsoft Intune, including provisioning, configuration, and troubleshooting.
• Diagnose, troubleshoot, and resolve complex technical incidents and service requests across enterprise systems, applications, and infrastructure.
• Collaborate with internal IT teams, vendors, and WaTech to resolve system issues and service disruptions
• Support enterprise application integrations and ensure service continuity across systems
• Maintain CJIS compliance requirements and required certification to support Law Enforcement Officer (LEO) systems and users
• Contribute to continual service improvement (CSI) by developing and maintaining knowledge base articles, process documentation, and standard operating procedures to improve Service Desk effectiveness
• Provide end-user training and support for enterprise systems and applications, including SharePoint Online best practices
• Participate in rotating Service Desk coverage, escalation support duties, and wildland fire season on-call support to ensure 24/7 operational readiness
• Perform other related duties as assigned.

Qualifications

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or other closely related field, AND (4) four years of experience in desktop engineering and desktop support in an enterprise environment of 1000+ devices;
  OR an equivalent combination of education and/or experience.
• Two (2) years of experience providing technical support in an IT enterprise environment.

Required Competencies:

• Commitment to fostering and supporting an environment that honors diversity, equity, inclusion, and environmental justice practices.
• Perform assigned duties in accordance with applicable laws, regulations, and public records retention requirements, and ensure requests for public records are followed.
• DNR Core Competencies:
  • Personal Accountability
  • Value Others
  • Compassionate Communication
  • Inspire Others
  • Commitment to Excellence

Special Requirements and Conditions of Employment:

• Office-based environment with regular work performed in an administrative setting. Work may occasionally occur in field or operational environments, including regional sites and wildland fire support locations. Field environments may involve exposure to adverse weather conditions and other typical hazards associated with travel and field support activities.
• This position requires regular travel to the NRB at least two days per week, with additional onsite presence as needed to support business operations. Occasional travel to regional offices and field locations is also required, including during wildland fire season to support operational needs and incident support activities.
• Must pass fingerprint and background check, and pass CJIS certification due to exposure to law enforcement and sensitive data.
• A current, valid driver's license and two years of driving experience. Additionally, DNR requires state drivers to possess a license that is not suspended, revoked, or restricted (for example, Occupational/Restricted Driver Licenses or requiring ignition interlock devices). This position requires driving as an essential function. Finalists and/or interview candidates will be asked to provide a driving record from all states in which they have held a license during the past three years.

Desired Qualifications:

• One (1) year of experience providing support for Microsoft 365 services in an enterprise environment, including Office applications, Teams, SharePoint Online, and OneDrive.
• One (1) year of experience performing site administration in SharePoint Online, including managing permissions, site structure, and basic content configuration.
• ITIL Foundation Certification, or equivalent knowledge of ITIL-based service management principles.

Don't let doubts stop you from applying for this position. At DNR, we value diversity and inclusion in our organization, and we are looking for the best person for the job. We are invested in acquiring the best and most innovative candidate for the job, and that candidate may be one from a less traditional background. It is important you consider and clearly communicate within your application materials how your education, volunteer work, life skills, and experience transfer to this position and the qualifications. If you have any questions about the qualifications, please contact us at Don't hesitate to apply!
Supplemental Information

Application Requirements: Failure to provide the listed documents may result in disqualification. If you have questions or difficulty attaching these documents, please contact

• Apply online: at (Click on the APPLY button above).
• Letter of interest: describing your specific qualifications for the position and the position required, desired, and special requirements.
• Resume: that details your experience and qualifications.
• References: Referencesare optional at the time your application is submitted. Finalists will be asked to provide a list of at least 3 professional references with current telephone numbers, including your current or most recent supervisor.
• Important: Do not attach any documents that include photos or private information (Social Security number, year of birth, etc.).
• Complete all supplemental questions.
• Candidates who move forward in the recruitment process may be contacted via email at with interview information/scheduling instructions. Please monitor the email listed in your application materials and check your junk email folder to ensure you receive those communications.

Questions? Please contact Mitch McGeary or email us at

Persons needing accommodation in the application/testing process or this job announcement in an alternative format may call or email Applicants who are deaf or hard of hearing may call through the by dialing 7-1-1 or 1-.

About the Department of Natural Resources (DNR).
At DNR, we approach our work through the lens of making Washington a better place environmentally and are dedicated to serving Washington's lands and communities through diversity, equity, and inclusion.
Our Vision - Our actions ensure a future where Washington's lands, waters, and communities thrive.
Our Mission - Manage, sustain, and protect the health and productivity of Washington's lands and waters to meet the needs of present and future generations.
Our Core Values:

• Safety and Well-Being -Our top priority is the safety of the public and our employees.
• Public Service -We value and respect the public we serve, and we value and respect the people of the Department of Natural Resources who step up to serve.
• Innovation and Creative Problem-Solving - We solve our state's most pressing challenges through innovative thinking, dedication, and bold and creative vision.
• Leadership and Teamwork -We are committed to building leaders at all levels and building teams for success.

DNR provides excellent benefits, a few of which include:

• Commitment to organizational health and wellness
• Work/life balance
• DNR Employee Resource Groups (Diversity, Equity and Inclusion Council, Women's Employee Resource Group, Veterans Employee Resource Group, etc.)
• Statewide Employee Business Resource Groups,
• Leadership that empowers and supports employees
• Professional development opportunities
• Educational and career development aid
• Public Service Loan Forgiveness Eligibility
• Opportunities to participate in wildland fire suppression assignments
• A comprehensive benefits package includes employer contributions toward health insurance, paid holidays, retirement plans, sick leave, and vacation days. Visit for more information.

Additional Information:
This recruitment may be extended and used to fill future similar vacancies for up to sixty (60) days.

DNR does not use the E-Verify system. For more information, please visit

Veterans wishing to claim Veteran's preference, please attach a copy of your DD214 (Member 4 long-form copy), NGB 22, or a USDVA signed verification of service letter. Please black out all PII (personally identifiable information) data, such as social security numbers. We thank you and are grateful for your service!

Equal Opportunity Employer:The Washington State Department of Natural Resources is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, persons with disability, persons over 40 years of age, veterans, military spouses or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

Once you submit your online application, you can check your status by logging into your account. If you experience technical difficulties creating, accessing, or completing your application, call or 1- or email

Check us out on: | | | | |
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 describe what interests you about the Department of Natural Resources.
02

Please describe what a work environment based on diversity, equity, inclusivity and belonging means to you.
03

Please select which of the following best describes your education and/or experience:

• I have a bachelor's degree in Information Technology, Computer Science, or other closely related field, AND (4) four years of experience in desktop engineering and desktop support in an enterprise environment of 1000+ devices.
• I have a combination of education and/or experience equivalent to a bachelor's degree in Information Technology, Computer Science, or other closely related field, AND (4) four years of experience in desktop engineering and desktop support in an enterprise environment of 1000+ devices.
• None of the above.

04

Do you have (2) two years of experience providing technical support in an IT enterprise environment?

• Yes
• No

05

Do you have a valid driver's license and at least two years of driving experience?

• Yes
• No

06

This position requires 24/7/365 support coverage during wildland fire season (May-October), including participation in a rotating on-call schedule. Are you willing and able to support this requirement?

• Yes
• No

07

Please describe any prior experience supporting extended hours, on-call rotations, or emergency response environments. If you do not have this experience type, N/A.
08

This position requires regular onsite work at the Natural Resources Building (NRB) in Olympia, WA, with additional onsite presence as needed to support business operations. Occasional travel to regional offices and field locations is also required, including during wildland fire season to support operational needs and incident response activities. Are you willing and able to meet these requirements?

• Yes
• No

09

Please briefly describe your experience deploying, configuring, managing permissions, and designing on-premises SharePoint and/or SharePoint Online (SPO) sites. Please also describe if you have participated in or led a migration from on-premises SharePoint to SharePoint Online. If you do not have this experience, type N/A.
10

Please briefly describe your experience working within the Information Technology Infrastructure Library (ITIL) framework, and/or if you hold an ITIL 4 (or higher) certification. If you do not have this experience and/or certification, type N/A.
11

Please describe your experience providing executive-level technical support, particularly to senior leadership such as agency executives or commissioners. Include examples of how you managed urgency, confidentiality, communication expectations, and service quality when supporting high-visibility users, such as a Commissioner of Public Lands or their executive team. If you do not have this experience type, N/A.
12

In a Service Desk role, you will often manage multiple support requests with varying levels of urgency. Please provide a specific example when you prioritized competing tasks to ensure timely and effective resolution for all customers.
13

Please describe your approach to providing high-quality customer service in a fast-paced support environment. Please include a specific example of how you managed a challenging or high-stress interaction while maintaining professionalism and ensuring the customer feels heard and supported.
14

Please share an example of a time you successfully resolved a complex technical issue in a Service Desk or similar role. How did you balance troubleshooting, documentation, and communication with the customer throughout the process?
15

Please describe a time you identified an opportunity to improve a customer support process or service. What steps did you take to implement the improvement, and what was the outcome or impact?
16

Please describe your experience diagnosing and resolving complex Microsoft 365 issues. Include examples involving M365 applications, hardware, or operating systems, and explain your troubleshooting approach and how you minimized downtime for end users.
17

Please describe your experience working with vendors and internal technical teams to resolve technical issues. Include how you ensured clear communication, effective collaboration, thorough documentation, and knowledge sharing within your team.
18

Please provide an example of a time you had to learn a new technology. What steps did you take to become proficient, and how did you ensure the successful application of that knowledge in your work?
19

Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to work legally for our agency in the United States?

• Yes
• No
• Unsure

20

Where did you originally hear about this job posting?

• ;/li>
• ;/li>
• WA WorkSource office or WorkSourceWA.com
• Governmentjobs.com
• Monster
• Indeed
• LinkedIn
• Twitter
• College/university website/career fair
• Handshake
• Newspaper
• Direct Email Notification
• Statewide Employee Business Resource Groups (BRG)
• Professional/Personal Network
• Job Board
• Job Fair
• Zip Recruiter
• Diversity Jobs
• Facebook
• Other (please specify below)

21

If you answered "other" to the previous question, please specify where you originally learned of this employment opportunity in the space below.
Required Question