Desktop Services Specialist (IT Customer Support - Journey)

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.