• Job Description

  Req#: 5337698
  Salary: $5,249.00 - $7,062.00 Monthly
  Location : Thurston County - Olympia, WA
  Job Type: Full Time - Non-Permanent
  Remote Employment: Flexible/Hybrid
  Job Number: 2026-03983
  Department: Dept. of Fish and Wildlife
  Opening Date: 05/08/2026
  Closing Date: 5/15/2026 11:59 PM Pacific
  
  Description
  Working Title- IT Service Desk Specialist
  
  Classification- IT Customer Support - Entry
  
  Job Status- Full-Time/Non-Permanent
  
  WDFW Program- Information Technology Services - Service Desk
  
  Duty Station- *Olympia, Washington - Thurston County
  
  *While this position may offer a telework option, the successful candidate must be available to report to the duty station as needed.
  Learn more about being a member of Team WDFW!
  Photo Caption - Townsend's ground squirrel - Photo Credit: Jay Grate
  In this role, you'll enjoy serving as the initial frontline contact, providing timely technical assistance and customer support to end users by troubleshooting and resolving basic IT issues while delivering excellent customer service.
  WHAT TO EXPECT :
  
  Among the varied range of responsibilities held within this role, this position will:
  Provide Tier 1 Technical Support:
  
  
  • This position identifies, diagnoses, and resolves technical issues for users of personal computer hardware and software, users of mainframe interfaces, and users of agency network and internet technology.
  • Solutions are communicated to the end user(s) via telephone, email, Teams chats and in person.
  • Support is provided via telephone, email, Microsoft Teams, in person, and via remote desktop session.
  • Systems used to accomplish this work include, but are not limited to, System Center Configuration Manager, Active Directory, Intune, the Exchange Admin Center, the Jira Service Desk ticketing system and related automated workflows, remote desktop software, an automated call distribution system, various internet browsers, SharePoint, Knowledge bases, and all Microsoft Office applications.
  • Collaborates with other technical teams, collects information, determines solutions, and documents steps for troubleshooting hardware, application, and network related issues resulting in effective request, incident, and problem management.
  • Creates and updates service request and incident report tickets using the Information Technology Infrastructure Library (ITIL) best practices and WDFW's Information Technology Service Management (ITSM) solution. This position manages user reported issues and provides follow-up on the status of user reported issues.
  
  Provide Support Related to Support Requests:
  
  
  • Use technical acumen to review all submitted support requests for completeness.
  • Analyze each submitted support request to determine all services which are being requested.
  • Services which may be requested via support request include but are not limited to; requests for computer hardware and peripherals, computer software, permissions to applications and networked resources, telecommunications equipment, and setup, and/or requests to physically move IT hardware to a new location.
  • Ensure all requests are properly approved by an approving authority prior to provision of IT services for the requestor.
  • Create tickets in the IT ticketing system for each service requested. Complete initial troubleshooting for request. Assign tickets to the appropriate support group based on the nature of the request if unable to be resolved at tier 1 level.
  
  Access Management:
  
  
  • Provision and de-provision employee network and email accounts, administrative privileges, and security permissions, using Active Directory Users & Computers (AD), Active Directory Service Interface (ADSI), the Exchange Admin Center (EAC), proprietary PowerShell scripts, and information received via Human Resources (HR) & the Human Resources Management System (HRMS). The result of this activity is efficacious administration of incoming, transferring, and departing employees' access credentials, security permissions, and administrative privileges for the agency's ~2,600 computer users.
  • Provision and de-provision physical access card keys for DFW and other staff. Service Desk staff use and adapt DFW business workflows, required forms, and necessary approval mechanisms to provide physical access to the building's common and restricted areas.
  
  Data Retention.
  
  
  • Perform data retention activities on departing customer's computer and network drives in accordance with the agency's public disclosure request guidelines and policies. This is accomplished via partially automated workflows in the Jira ticketing system, as well as remote sessions, onsite storage technology, and long-term offsite storage technology. The result of this activity is mitigation of the agency's public disclosure liabilities.
  
  IT Hardware & Software Purchasing:
  
  
  • Perform initial data capture and processing for technology purchase requests made by customers.
  • Validate approval to purchase. Coordinate purchasing activity with agency purchasing and fiscal staff, and with local and regional technicians responsible for installation of purchased hardware and software.
  • Keep accurate records of the status of each purchase activity from request to purchase, delivery, and installation.
  
  Working Conditions:
  
  Work setting: Duties are performed in an office setting. This position requires extensive computer use.
  Schedule: Typically, 8:00 am to 5:00 pm Monday through Friday. However, a varied schedule may be required including working Saturday or Sunday and overtime during peak periods, system implementations, maintenance, moves and outages.
  Travel requirements: Some travel may be required throughout the State to attend training, meetings, and conferences.
  REQUIRED QUALIFICATIONS:
  Option 1:
  A bachelor's degree or higher in Computer Science, Computer Engineering, Information Technology, or another related field.
  And all of the following:
  
  
  • Professional experience working in a helpdesk and/or workstation support role.
  • Professional experience troubleshooting connectivity issues in a networked environment.
  • Professional experience working with other teams and customers solving incidents and problems in a technical environment.
  • Experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
  • Ability to work in a team environment.
  
  Option 2:
  An associate degree in Computer Science, Computer Engineering, Information Technology, or another related field.
  And, two (2) or more years in all of the following (may be gained concurrently):
  
  
  • Professional experience working in a helpdesk and/or workstation support role.
  • Professional experience troubleshooting connectivity issues in a networked environment.
  • Professional experience working with other teams and customers solving incidents and problems in a technical environment.
  • Experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
  • Ability to work in a team environment.
  
  Option 3:
  4 years or more of professional experience working in a helpdesk or workstation support role.
  And, three (3) or more years in all the following (may be gained concurrently):
  
  
  • Professional experience troubleshooting connectivity issues in a networked environment.
  • Professional experience working with other teams and customers solving incidents and problems in a technical environment.
  • Experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
  • Ability to work in a team environment.
  
  Special Requirement/Condition of Employment:
  
  Must successfully pass a criminal background check and certify with a criminal justice security program (CJIS), which includes fingerprinting.
  Preferred Qualifications:
  In addition to the required qualifications, our ideal applicant will possess some or all the following:
  
  
  • Two (2) or more years of experience working in an ITIL/ITSM environment in a helpdesk and/or workstation support role.
  • General knowledge of computer programming fundamentals.
  • General knowledge of database design fundamentals.
  • Good customer service skills and friendly disposition.
  • Ability to exercise initiative to resolve and follow-up on problems.
  • Good technical writing skills.
  • Ability to handle multiple tasks at once, prioritize and demonstrate excellent follow-through.
  • Ability to analyze and diagnose problems quickly to come up with a workable solution.
  • Ability to maintain professional working relationships with fellow employees and end users.
  • Ability to express oneself clearly and concisely, both orally and in writing.
  • Experience working with VPN.
  • Experience prioritizing incoming requests.
  • Writing knowledgebase articles.
  
  
  Your application must include the following:
  • A COMPLETED online application showcasing how your qualifications align with the job requirements.
  • A cover letter detailing your interest in the position, your relevant skills and experience, and why you are the ideal candidate.
  • At least three (3) professional references with current contact information.
  
  
  SUPPLEMENTAL INFORMATION:
  
  In addition to and other , there are other that WDFW employees may be eligible for. Click the "Benefits" tab at the top of this announcement to learn more.
  
  Important Note:
  
  All new employees must complete an Employment Eligibility Verification Form (I-9 Form) on their first day of work. If hired for this or any position at WDFW, you will be required to provide documentation proving you are eligible to work in the United States. For a list of acceptable documents, please use the following link:
  Union - WAFWP:
  
  This position is in the bargaining unit represented by the Washington Association of Fish & Wildlife Professionals and is subject to the terms of the Collective Bargaining Agreement between the State of Washington, Department of Fish & Wildlife, and the Washington Association of Fish & Wildlife Professionals.
  Veteran and Military Spouse Preference Notice:
  
  Per Veterans and qualifying spouses who meet the minimum qualifications of a position are eligible for preference during the initial application review stage. To receive this benefit, please do the following:
  
  • Notify us of your veteran or military spouse status by email at
  • Veterans only - Attach a copy of your DD214 (Member 4 copy), NGB 22, or USDVA signed verification of service letter.
    • Please redact any PII (personally identifiable information) data such as social security numbers.
  • Subject line must include recruitment number, position, and spouse/veteran (example: 2024-1234 - Biologist 1 - Veteran).
  • Include your name as it appears on your application in careers.wa.gov.
  
  Diversity, Equity, and Inclusion Employer
  
  As part of WDFW's efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications. Therefore, we want to ensure that all individuals feel welcome, are treated fairly and respectfully. All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington.
  
  The Department of Fish and Wildlife 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 of disability, persons over 40 years of age, disabled and Vietnam era veterans, and people of all sexual orientations and gender identities are encouraged to apply.
  
  Request an accommodation: Persons needing accommodation in the application process or this announcement in an alternative format please contact Jayme Chase by phone 360-902-2278 or email , or the Telecommunications Device for the Deaf (TDD) at 800-833-6388.
  
  Technical Difficulties: If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or
  
  Other questions: If you have other questions regarding this position, please reach out to and reference job #2026-03983.
  
  Follow us on social media: LinkedIn | Facebook | Instagram
  
  cp
  More than Just a Paycheck!
  Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
  
  We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
  
  Read about our benefits:
  The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
  
  Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
  
  Insurance Benefits
  Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
  
  Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
  
  To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
  
  Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
  
  Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
  
  The Washington State Employee Assistance Program promotes the health and well-being of employees.
  
  Retirement and Deferred Compensation
  State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
  
  Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
  
  Social Security
  All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
  
  Public Service Loan Forgiveness
  If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
  
  Holidays
  Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
  
  Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
  
  Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
  
  Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
  
  Sick Leave
  Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
  
  Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
  
  Vacation (Annual Leave)
  Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
  
  Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
  
  Pay status includes hours worked, time on paid leave and paid holiday.
  
  As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
  
  Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
  
  Military Leave
  Washington State supports members of the armed forces with 21 days paid military leave per year.
  
  Bereavement Leave
  Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
  
  Additional Leave
  Leave Sharing
  
  Family and Medical Leave Act (FMLA)
  Leave Without Pay
  
  Please visit the State HR Website for more detailed information regarding benefits.
  
  Updated 01-07-2026
  01
  
  Are you currently an employee of the Washington Department of Fish and Wildlife? This includes permanent, non-permanent, intern, project, and career seasonal.
  • Yes
  • No
  
  02
  
  Are you able to pass a background check and certify with a criminal justice security program (CJIS), which includes fingerprinting?
  • Yes, I am able to pass a background check.
  • No, I am not able to pass a background check.
  
  03
  
  The successful candidate selected for this position must be available to report to the duty station as needed. Are you able to fulfill this requirement?
  • Yes, I am able to fulfill this requirement.
  • No, I am unable to fulfill this requirement.
  
  04
  
  Please select the option below that best describes the highest level of education you have completed.
  • High School Diploma/GED.
  • Some College.
  • Vocational Degree or Certificate.
  • Associate's Degree.
  • Bachelor's Degree.
  • Master's Degree.
  • Ph.D.
  • None of the above.
  
  05
  
  What is your major area of study? If you possess multiple degrees, please list each degree and major. (If this does not apply to you, please put N/A.) This includes both vocational and college education.
  06
  
  Which option describes your professional experience working in a helpdesk and/or workstation support role?
  • I do not have this experience.
  • I have less than 1 year of professional experience working in a helpdesk and/or workstation support role.
  • I have between 1 year and 2 years of professional experience working in a helpdesk and/or workstation support role.
  • I have between 2 years and 3 years of professional experience working in a helpdesk and/or workstation support role.
  • I have between 3 years and 4 years of professional experience working in a helpdesk and/or workstation support role.
  • I have 4 years or more of professional experience working in a helpdesk and/or workstation support role.
  
  07
  
  Please list where you gained professional experience working in a helpdesk and/or workstation support role. If you do not have this experience, please enter "N/A" in the box below. Do not write "See application/resume/cover letter" as those are not valid responses.
  08
  
  Which option describes your professional experience troubleshooting connectivity issues in a networked environment?
  • I do not have this experience.
  • I have less than 1 year of professional experience troubleshooting connectivity issues in a networked environment.
  • I have between 1 year and 2 years of professional experience troubleshooting connectivity issues in a networked environment.
  • I have between 2 years and 3 years of professional experience troubleshooting connectivity issues in a networked environment.
  • I have 3 years or more of professional experience troubleshooting connectivity issues in a networked environment.
  
  09
  
  Which option describes your professional experience working with other teams and customers solving incidents and problems in a technical environment?
  • I do not have this experience.
  • I have less than 1 year of professional experience working with other teams and customers solving incidents and problems in a technical environment.
  • I have between 1 year and 2 years of professional experience working with other teams and customers solving incidents and problems in a technical environment.
  • I have between 2 years and 3 years of professional experience working with other teams and customers solving incidents and problems in a technical environment.
  • I have 3 years or more of professional experience working with other teams and customers solving incidents and problems in a technical environment.
  
  10
  
  Which option describes your experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others?
  • I do not have this experience.
  • I have less than 1 year of experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
  • I have between 1 year and 2 years of experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
  • I have between 2 years and 3 years of experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
  • I have 3 years or more of experience using Help Desk software such as Jira, ServiceCenter, Grouplink, Microsoft System Center Service Managers, or others.
  
  11
  
  How did you hear about this job posting? (Select all that apply).
  • American Fisheries Society (AFS)
  • Careers.wa.gov
  • Community Based Organization
  • Community/Technical College
  • Conservation Job Board
  • El Informador
  • Facebook
  • Four W's Fishing Team, LLC - Willard Franklin III, LinkedIn
  • Handshake
  • Hiring Event/Workshop
  • Hydraulic Institute (HI)
  • Indeed.com
  • Job Board
  • Job Fair
  • LinkedIn
  • Mount Hood Community College (MHCC)
  • Newspaper
  • Other
  • Other State Agency
  • Other Website
  • Professional Association
  • Society of American Foresters (SAF)
  • Texas A&M
  • University Job Board
  • UW College of the Environment
  • WDFW Employee
  • WDFW Recruiter
  • WDFW Website
  • Word of Mouth
  • WorkSource
  • X (formerly Twitter)
  
  12
  
  Tell us more - kindly share which website, organization, person, or other source led you to this job posting.
  Required Question

• About the company

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