Field Services – IT Support Technician 2 (Non-Permanent)
State of WashingtonDescription
-
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 is seeking a non-permanent IT Support Technician 2 to provide frontline technical support for desktop computing environments that support Washington State Ferries’ (WSF) 24/7 operations. As part of the Technology Services Division (TSD) Desktop Support Team, this position installs, maintains, troubleshoots, and replaces desktop computers, mobile devices, and peripheral equipment across ferry terminals, vessels, and administrative offices. The role delivers responsive end-user support, assists with device deployments and incident resolution, coordinates with technical teams to resolve complex issues, and helps ensure compliance with agency IT standards and cybersecurity requirements. Our top candidate possesses excellent technical troubleshooting and customer service skills, experience supporting desktop and mobile technologies, and the communication and teamwork skills needed to support reliable technology services across the WSF system.
What to Expect
This position performs fieldwork that may occur in active traffic areas, aboard operating ferries, and within shipyard environments. These settings may involve exposure to moving vehicles, heavy equipment, confined spaces, and other maritime or industrial hazards, requiring adherence to established safety protocols and use of personal protective
Among the varied range of responsibilities held within this role, the Field Services Support Technician will:
- Serve as a first point of contact for basic IT support requests by receiving, documenting, and responding to user issues in accordance with established procedures and service standards.
- Provide non-technical and first-level technical assistance to end users for common issues related to desktop computers, laptops, mobile devices, peripherals, and basic connectivity.
- Assist users in person and remotely by following documented troubleshooting steps to resolve routine issues or escalate to senior technical staff as appropriate.
- Communicate clearly with customers to explain actions taken, expected outcomes, and next steps to ensure a positive customer service experience.
- Perform imaging and deployment of end-user devices by applying standard, pre-approved system images using documented procedures and tools under supervision.
- Install, configure, and maintain desktops, laptops, monitors, printers, mobile devices, and other peripherals using standard configurations and checklists.
- Perform basic hardware troubleshooting, identifies obvious faults, replaces components or peripherals, and verifies proper operation prior to escalation.
- Support on-site IT activities at terminals, vessels, and other facilities by transporting, installing, and testing equipment under minimal supervision.
- Dispatch to various sites around the Puget Sound, and travel to ferry terminals, vessels, and other work sites to perform field support, installation, and troubleshooting activities.
Qualifications
To be considered for this opportunity, the following competencies are required:
- Technical Support & End-User Technology: Experience using and supporting computer hardware and software. Demonstrated ability to configure, troubleshoot, and maintain common computer hardware, software, mobile devices, peripherals, and related technology using established procedures.
- Technology Installation & Equipment Maintenance: Experience working with IT equipment such as desktop computers, laptops, monitors, printers, docking stations, and mobile devices.
- Technical Troubleshooting & Problem Solving: Ability to install, configure, and deploy end-user devices using established procedures, including connecting equipment, applying standard configurations, and verifying proper operation.
- Technical Documentation & Procedures: Ability to follow documented processes, checklists, and technical instructions to complete assigned tasks accurately and consistently.
- Communication & Customer Service: Ability to communicate effectively with end users and team members to provide support and explain technical information in a clear and professional manner.
- Growth Mindset & Service-Oriented: Actively demonstrates a commitment to learning and growth. Takes action to meet the needs of others.
The following is also required:
- A valid driver’s license and the ability to operate state-owned vehicles. Must maintain a good driving record to respond promptly to field support requests at any WSF location.
It is preferred that qualified candidates also demonstrate/have:- Advanced Technical IT Knowledge: Extensive experience, coursework, training, or certifications related to information technology, computer hardware, networking, or technical support.
- Windows Operating Systems & Microsoft 365: Familiarity with Windows operating systems and Microsoft 365 applications.
- Service Desk & Incident Management: Experience using a service desk or ticketing system to track and document support requests.
- Networking Fundamentals: Basic understanding of networking concepts such as IP addressing and device connectivity.
- Field Technology Support: Experience working in field environments or supporting equipment across multiple locations.
- Licensure: Transportation Worker Identification Credential (TWIC) card.
Important Notes
- This is a non-permanent opportunity, expected to last up to 12 months.
- The salary listed includes the legislative approved 5% salary premium for positions in King County.
- This recruitment may also be used to fill additional positions per business needs.
- 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.
- 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 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.
- 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 26DOT-HQ-05599n in the subject line.