IT Customer Support - Journey (IT Service Desk Technician)

Overview:

The Department of Natural Resources (DNR) is 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.

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.

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.

Benefits:

• 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
• 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

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