IT Customer Support – Journey

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.

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.

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.
   

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.