Open Until Filled
GENERAL DESCRIPTION:
The Computer Technology Support Analyst serves as a senior technical resource, providing advanced Tier Il technical support to ensure customer satisfaction and timeliness to customers located in their assigned agency. The position serves as a Subject Matter Expert (SME) to provide technical expertise in troubleshooting information systems, determining the best course of action, and identifying the resources required to restore optimal performance.
This role supports the stability, security, and availability of state technology services by diagnosing and resolving advanced and complex technical issues and by managing incidents and service requests through established IT Service Management (ITSM) processes, leveraging increased technical proficiency, judgment, and problem-solving skills. As an SME, this role assists junior technicians in hardware deployments and replacements in accordance with established procedures.
This position works collaboratively with technical teams, escalates issues appropriately, and ensures accurate documentation and customer communication in accordance with state standards and policies. This position works with other senior technicians on complex problems and completes projects both internally and for State agencies.
Working for the State of Wyoming offers more than a paycheck. Our total compensation package includes:
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Comprehensive health, dental, and vision insurance
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Paid vacation, sick leave, FMLA, and holidays
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Retirement - Pension and 457B plans that help you build a secure future
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Flexible schedules and work-life balance options
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Meaningful work that makes a difference for Wyoming communities and MUCH MORE!
Click here for detailed information, or you can watch this short video to learn about our benefit package!
Want to see the full value of your compensation beyond salary?
Explore our Total Compensation Calculator:
https://compensationcalculator.wyo.gov
Human Resource Contact: Jennifer Erickson / 307-275-5114 / [email protected]
ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function which may be performed at the job level.
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Provides senior-level Tier II technical support for customers experiencing complex issues within the end-user computing environments by independently diagnosing, analyzing, and resolving complicated hardware, software, and peripheral issues. Serves as a SME for troubleshooting agency-specific software. Applies advanced troubleshooting techniques, identifies recurring patterns and root causes, and determines appropriate resolution strategies. Escalates issues requiring specialized engineering or elevated access to Tier III support with comprehensive analysis, documentation, and recommended next steps.
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Delivers comprehensive service delivery across the agency, including installation, configuration, maintenance, upgrades, and troubleshooting of State-issued workstations, laptops, mobile devices, printers, public resource machines, conference center audio-visual devices, and peripherals. Works with agencies to address issues with both agency-specific and Enterprise software, and demonstrates a thorough understanding of agency operations. As an Agency SME, provides customers with avenues of support for agency-specific software when internal ETS resources are unavailable, such as working with vendors, contractors, manufacturers, and other third parties to resolve complex issues with non-enterprise applications. Coordinates onsite support activities, adapts service delivery to agency operational needs, and offers guidance and solutions to resolve technological issues that meet or exceed customer expectations.
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Conducts testing and diagnostic assessments on diverse hardware equipment and resolves advanced hardware, software, and performance issues by breaking down complex symptoms, analyzing interdependencies between devices, operating systems, and applications, and identifying underlying technical causes. Implements corrective actions, coordinates escalation as appropriate, and documents findings and outcomes. Utilizes SME knowledge to identify when agency-specific environmental factors contribute to hardware or software conflicts. Works with hardware manufacturers, vendors, and other third parties for additional troubleshooting when necessary. Conducts proof-of-concept or proof-of-value evaluations on emerging and innovative technologies. Gathers data, collaborates, and provides SME level input when evaluating, testing, and implementing newly acquired equipment or software. Takes recommendations and feedback to management and/or customers based on the results of such evaluations.
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Executes specialized projects like State agency migrations, agency relocations, and hardware and software upgrades. Anticipates and adapts to advanced responsibilities aligned with advanced positions. Instructs, guides, and trains junior technicians on ITSM and end-point management software, diagnostic tools, logs, root-cause analysis, and optimized problem-solving. Fosters a growth mentality and encourages junior technicians to take on more challenging and complex issues.
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Leads and executes endpoint imaging, configuration, deployment, and replacement activities using approved standard images, security baselines, and endpoint platforms. Ensures devices are properly enrolled, configured, patched, secured, and validated prior to deployment. Oversees complex device replacements and refresh efforts to minimize downtime and ensure compliance with enterprise endpoint management standards. Follows IT Asset Management best practices when imaging, scheduling, deploying, and disposing of equipment.
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Ensures timely resolution of customer issues and delivery of services via the ticketing system. Adheres to ITSM best practices when managing incidents and service requests. Investigates and diagnoses complex technical issues escalated from Tier I support, leveraging advanced troubleshooting techniques and skills by leveraging advanced SME knowledge of the agency's technical landscape. Logs all interactions and resolutions accurately within the ticketing system and escalates to the next tier when necessary. Regularly communicates with customers about their issues, provides updates at regular intervals on the ticket's progress, and verifies that the issue is resolved before closing the ticket. Advises junior technicians on best practices in ticket management, including next steps in troubleshooting issues, appropriate ticket assignments, ticket escalation, and proper customer follow-up.
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Serves as a senior technical contributor on projects and complex operational initiatives, including device refresh programs, service delivery improvements, infrastructure upgrades, and cross-team problem resolution. Shares expertise, provides technical guidance to less-experienced staff, helps coordinate work efforts, and ensures assigned deliverables are completed on schedule and aligned with project objectives. Mentors and provides guidance to junior technicians when collaborating on complex issues. Develops peer relationships with agency personnel and subject matter experts.
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Collaborates closely with customers, peers, management, and other stakeholders to address complex issues and deliver solutions that meet customer needs. Communicates and shares information regularly in line with work needs, individual requirements, management directives, and other specific situations. Actively listens, asks clarifying questions, and summarizes input to verify understanding and employs appropriate questions and input to enhance engagement, communication, and support from the team while acting as a role model for fostering a positive and dynamic workplace.
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Seeks and considers ideas from those reluctant to express their points of view, anticipates and recognizes unspoken concerns, and builds rapport with customers and team members through listening and discussion while encouraging, empowering, and motivating others. Demonstrates consideration of others and is willing to be flexible in others' contributions to the team.
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Demonstrates leadership, accountability, and professionalism by supporting the mission, values, and goals of the organization. Handles confidential and sensitive information appropriately and fosters a positive, collaborative work environment. Contributes collaboratively to the development and enforcement of policies for logging, reporting, and proactively monitoring PC performance. Leverages advanced SME technical skills in compiling information and experience to create new knowledge base articles and standard operating procedures in precise detail, including but not limited to hardware failure, repair, installation, configuration, and removal, ensuring a comprehensive and accurate documentation process.
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Anticipates potential service or technology issues, adjusts priorities as conditions change, and promotes continuous improvement. Maintains existing documentation to keep up with current technologies and solutions. Asks appropriate questions to gather information effectively and contribute to the overall communication and support. Assists junior technicians in collecting information, drafting documentation, and communicating process changes. Shares information with team members and customers in predefined common locations.
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Proactively cultivates and invests in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software. Embraces a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrates a commitment to enhancing skills and knowledge. Collaborates closely with team leaders and peers to disseminate acquired knowledge and participates in cross-training sessions to develop collective expertise. Actively contributes to the sharing of pertinent information derived from skill set advancements.
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Perform responsibilities and tasks that go beyond the primary job functions, requiring individuals to manage diverse assignments aimed at enhancing the overall success of the team and organization. This necessitates demonstrating flexibility and commitment to achieving shared goals, and performing these additional duties and tasks with a high level of professionalism, even when working outside their typical assignments, to ensure success.
PREFERENCES:
Preference may be given to those with experience in troubleshooting and supporting PC images, applications, networking, hardware, and peripherals in the last 6 years.
Preference may be given to those with experience in IT Asset Management, deployment and lifecycle within the past 6 years.
Preference may be given to those with certifications in HP Maintainer, Dell Laptop, and Desktop support, PC Imaging, Provisioning, or any other local PC or Microsoft Product support.
Preference may be given to those with Print Server & Print Management experience within the last 6 years
Preference may be given to those with experience in providing excellent IT customer service, task and time management, leading team projects, and knowledge or experience in ITIL within the past 6 years.
KNOWLEDGE:
Thorough knowledge and understanding of desktop operating systems
Work within multiple groups of ETS to assist in statewide troubleshooting
Knowledge of Active Directory, with emphasis on security and distribution groups, group policy, permissions, file security, and scripts.
Knowledge of IP, Active Directory, and network protocols.
Knowledge of tools, standards, methods, best practices, and industry trends in the area of enterprise-wide workstation imaging and deployment.
Ability to understand and follow applicable policies and regulations, demonstrate strong written and verbal communication skills, and stay current on current and emerging technologies.
Knowledge of using computer technologies and best practices to enhance departmental efficiencies to better reach agency business goals.
Resolve tier 2 tickets or forward them to higher level support when unable to resolve the issue.
Provide superior customer service
Work independently
Troubleshoot users' problems over the phone and remotely resolve I.T. related issues.
Responsible for repairing problems with all computers and/or coordinating repair of computer equipment with the appropriate vendor.
Perform updates and maintenance on software.
Assist users with basic application support.
Ability to identify and research technical issues beyond their skill set, and apply them successfully to resolve any user issues
Install upgrades, including configuration, installation, and transfer of software.
Provide training to end users on computer policies and guidance on enterprise applications.
Submit and follow up on service calls with vendors and/or agency staff.
Ability to identify tech at risk and notify senior techs.
Ability to teardown and rebuild physical computer equipment including but not limited to motherboards, fans, and hard drives power supplies.
Ability to teardown and rebuild all ETS support printers.
Ability to verify proper cabling and functionality.
Ability to troubleshoot all ETS supported devices, onsite working directly with users at their location to resolve all issues.
Ability to image and deploy all ETS supported devices.
MINIMUM QUALIFICATIONS:
Education:
Bachelor's Degree (typically in Computer Technology)
Experience:
0-3 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist II
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Education & Experience Substitution:
4-6 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist II
Certificates, Licenses, Registrations:
None
PHYSICAL WORKING CONDITIONS:
May work evenings or weekends to meet deadlines or solve problems.
Ability to be on-call 24/7, one week per month.
Occasional travel to different locations within the State to assist other technicians.
Physically lift 40 lbs. consistently.
Must be able to lift 50 lbs.
NOTES:
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FLSA: Non-exempt
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The successful candidate must pass a background check.
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Telework may be available with a telework approval process agreement.
Click here to view the State of Wyoming Total Compensation Calculator.
URL: http://agency.governmentjobs.com/wyoming/default.cfm
The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities.
Class Specifications are subject to change; please refer to the A & I HRD Website to ensure that you have the most recent version.
