IT Customer Support Journey (IT Service Desk Technician)

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.

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.

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 DNRrecruiting@dnr.wa.gov . Don't hesitate to apply!

Application Requirements:

Failure to provide the listed documents may result in disqualification. If you have questions or difficulty attaching these documents, please contact DNRrecruiting@dnr.wa.gov .

Apply online:

at www.careers.wa.gov (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:

References are 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 info@governmentjobs.com 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 DNRrecruiting@dnr.wa.gov . Persons needing accommodation in the application/testing process or this job announcement in an alternative format may call (360) 522-2500 or email DNRrecruiting@dnr.wa.gov . Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6384. 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, visit here to learn more 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 http:

//careers.wa.gov/benefits.html 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 www.uscis.gov . 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 360-664-1960 or 1-877-664-1960 or email CareersHelp@des.wa.gov .

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