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:**
ā¢ Provide advanced technical support for desktop and laptop computers, software, peripherals, and mobile devices
ā¢ 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
ā¢ Perform device reimaging, configuration, deployment, and lifecycle management of agency hardware
ā¢ 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
ā¢ Support enterprise application integrations and ensure service continuity across systems
ā¢ Maintain CJIS compliance requirements and required certification to support Law Enforcement Officer (LEO) systems and users
ā¢ Contribute to continual service improvement (CSI) by developing and maintaining knowledge base articles, process documentation, and standard operating procedures to improve Service Desk effectiveness
ā¢ Provide end-user training and support for enterprise systems and applications, including SharePoint Online best practices
ā¢ Participate in rotating Service Desk coverage, escalation support duties, and wildland fire season on-call support to ensure 24/7 operational readiness
ā¢ Perform other related duties as assigned. **Qualifications:**
ā¢ 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;
ā¢ OR an equivalent combination of education and/or experience. * Two (2) years of experience providing technical support in an IT enterprise environment. **Benefits:**
ā¢ Commitment to organizational health and wellness
ā¢ Work/life balance
ā¢ DNR Employee Resource Groups (Diversity, Equity and Inclusion Council, Women's Employee Resource Group, Veterans Employee Resource Group, etc.) * Statewide Employee Business Resource Groups
ā¢ Leadership that empowers and supports employees
ā¢ Professional development opportunities
ā¢ Educational and career development aid
ā¢ Public Service Loan Forgiveness Eligibility
ā¢ Opportunities to participate in wildland fire suppression assignments
ā¢ A comprehensive benefits package includes employer contributions toward health insurance, paid holidays, retirement plans, sick leave, and vacation days
Apply tot his job
Apply To this Job
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:**
ā¢ Provide advanced technical support for desktop and laptop computers, software, peripherals, and mobile devices
ā¢ 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
ā¢ Perform device reimaging, configuration, deployment, and lifecycle management of agency hardware
ā¢ 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
ā¢ Support enterprise application integrations and ensure service continuity across systems
ā¢ Maintain CJIS compliance requirements and required certification to support Law Enforcement Officer (LEO) systems and users
ā¢ Contribute to continual service improvement (CSI) by developing and maintaining knowledge base articles, process documentation, and standard operating procedures to improve Service Desk effectiveness
ā¢ Provide end-user training and support for enterprise systems and applications, including SharePoint Online best practices
ā¢ Participate in rotating Service Desk coverage, escalation support duties, and wildland fire season on-call support to ensure 24/7 operational readiness
ā¢ Perform other related duties as assigned. **Qualifications:**
ā¢ 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;
ā¢ OR an equivalent combination of education and/or experience. * Two (2) years of experience providing technical support in an IT enterprise environment. **Benefits:**
ā¢ Commitment to organizational health and wellness
ā¢ Work/life balance
ā¢ DNR Employee Resource Groups (Diversity, Equity and Inclusion Council, Women's Employee Resource Group, Veterans Employee Resource Group, etc.) * Statewide Employee Business Resource Groups
ā¢ Leadership that empowers and supports employees
ā¢ Professional development opportunities
ā¢ Educational and career development aid
ā¢ Public Service Loan Forgiveness Eligibility
ā¢ Opportunities to participate in wildland fire suppression assignments
ā¢ A comprehensive benefits package includes employer contributions toward health insurance, paid holidays, retirement plans, sick leave, and vacation days
Apply tot his job
Apply To this Job