IT Customer Support, Entry

About the Role

The Washington State Department of Transportation (WSDOT) Technology Services Division (TSD) is seeking an IT professional for a project position to support Washington State Ferries (WSF) employees and project staff. This role involves configuring, deploying, maintaining, and troubleshooting computers, mobile devices, printers, and business applications. The position will support the Electrification Program and related capital projects, participating in daily customer support and technology deployments across the WSF system. You will work with established procedures, collaborate with experienced technical staff, and escalate issues as needed. This is a full-time project position, expected to last until June 30, 2028.

Key Responsibilities

• Provide technical support for employees, consultants, contractors, engineers, and project personnel supporting ferry operations, the Electrification Program, and related capital projects.
• Assist with creating, modifying, and deactivating user accounts, security groups, distribution lists, licenses, and access permissions in accordance with established procedures and security requirements.
• Configure, image, deploy, maintain, and support laptops, desktop computers, mobile devices, printers, peripherals, and approved software.
• Respond to assigned incidents and service requests, troubleshoot issues using established procedures, and escalate issues that require additional technical expertise or authorization.
• Communicate with customers about their requests, explain solutions clearly, and provide updates on work in progress.
• Maintain accurate service records, technical documentation, device inventories, software deployment records, and user access information.
• Provide onsite support at terminals, vessels, maintenance facilities, project sites, and administrative offices to support reliable technology access and operational continuity.
• Coordinate with coworkers and project stakeholders on dispatched requests, equipment deployments, and shared operational support activities.

Requirements & Tech Stack

• Ability to troubleshoot technical issues involving workstation hardware, operating systems, mobile devices, peripherals, and business applications.
• Ability to configure, deploy, maintain, and support computers and other employee devices and related resources, including imaging, software installation, asset tracking, and inventory records.
• Ability to provide responsive, professional technical support, manage customer expectations, and maintain positive working relationships.
• Ability to explain technical information clearly through verbal, written, and electronic communication.
• Ability to organize assigned work, prioritize requests, and adjust to changing needs.
• Ability to maintain accurate service records, asset information, and technical documentation.
• Ability to work effectively with coworkers, customers, contractors, consultants, vendors, and project stakeholders.
• Willingness to learn new technologies and procedures.
• Ability to understand customer needs and follow through on commitments.
• A valid driver's license and the ability to operate state-owned vehicles.
• Ability to obtain a Transportation Worker Identification Credential (TWIC) card within the first six (6) months of employment.

Preferred Qualifications

• Foundational knowledge of information technology, systems administration, engineering technology, operational technology, infrastructure support, or a related technical discipline.
• Experience working in transportation, maritime, or operational environments where system availability impacts service delivery.
• Industry certifications such as CompTIA A+, Network+, Security+, or equivalent.
• Knowledge of Windows, Microsoft 365, endpoint management, and user account administration concepts such as Active Directory or Entra ID.