Open Until Filled
GENERAL DESCRIPTION:
The Computer Technology Support Specialist I provides Tier I and Tier II technical support, technical expertise, customer satisfaction, and timeliness to customers located in remote facilities and field offices within their assigned region.
This entry-level role supports the stability, security, and availability of state technology services by diagnosing and resolving routine and moderately complex technical issues, performing hardware deployments and replacements, and assisting with basic server and network administration under established procedures.
This position works collaboratively with technical teams, escalates advanced issues appropriately, and ensures accurate documentation and customer communication in accordance with state standards and policies. This position works with higher-level technicians on complex problems and completes projects both internally and for State agencies.
The position will utilize ITSM best practices to track tickets, monitor workflow, and provide solutions in a timely manner to meet customer expectations and satisfaction. This position requires travel to several field locations within the assigned service area.
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 /307-275-1460 / [email protected]
ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function that may be performed at the job level.
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Under general supervision and guidance, provides Tier I and Tier II technical support for end-user computing environments across assigned state facilities and agency field offices, with travel as required to support agency operations. Provides comprehensive support to customers, addressing both agency-specific and Enterprise software. Diagnoses and resolves routine to moderately complex issues for various types of hardware, including State-issued workstations, laptops, monitors, printers, mobile devices, and associated peripherals in accordance with established standards and procedures. Collects data and input from customers and team members to make informed decisions while considering lessons learned from experiences gained in the process, and builds upon knowledge and skills to develop a thorough understanding of agency operations. Identifies customer needs and offers guidance and solutions to resolve technological issues that meet or exceed customer expectations. Applies documented troubleshooting methods to restore service and escalates incidents requiring elevated access or advanced analysis to Tier III support with complete and accurate diagnostic information. Ensures and maintains regular communication with customers, peers, and management to keep stakeholders informed about the issue’s progress. Provides limited support for field server and network-connected equipment by performing basic diagnostics, physical inspections, and connectivity checks under established procedures and direction, and assists senior technical staff by gathering technical data, executing defined tasks, and reporting results.
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Executes hardware imaging, configuration, and deployment activities for new, replacement, and refreshed devices using approved imaging tools, endpoint management platforms, and security baselines. Verifies system functionality, applies required updates and configurations, and ensures devices meet Enterprise standards prior to deployment. Coordinates hardware replacements to minimize service disruptions and maintain agency operations. Follows IT Asset Management best practices when imaging, scheduling, deploying, and disposing of equipment.
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Conducts systematic testing and diagnostic assessments of hardware, peripheral, and connectivity issues by reviewing reported symptoms, validating configurations, and verifying component functionality. Differentiates between hardware failures, software issues, and environmental factors, and determines appropriate corrective actions, including repair, replacement, or escalation. Utilizes a variety of technical tools and utilities to conduct diagnostics and gather data. Document findings clearly to support resolution. Works closely with lead technicians, agencies, and vendors to resolve issues through warranty or support contracts.
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Ensures timely issue resolution and service delivery by managing incidents and service requests through the Enterprise ticketing system. Adheres to ITSM best practices when managing incident and service requests. Investigates and diagnoses complex technical issues escalated from Tier I support, utilizing best practices to troubleshoot and resolve issues within service-level objectives, and escalates to the next tier when necessary. Logs all interactions and resolutions by accurately documenting customer issues, technical actions, troubleshooting steps, and resolutions. Ensures tickets are properly categorized, prioritized, updated, and closed in accordance with service level expectations, reporting requirements, and audit standards. Regularly communicates with customers about their issues, providing updates at regular intervals on the ticket's progress and verifying that the issue is resolved before closing the ticket.
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Under the guidance of the team lead and supervisor, participates in the basic execution of specialized team-based projects such as state agency migrations, technology refreshes, large-scale software upgrades, service improvements, and agency relocations. Collaborates closely with customers, peers, senior technical staff, and other stakeholders to coordinate troubleshooting efforts to resolve complex issues, support assigned project tasks within defined authority, and contribute to shared operational goals while adapting to changing priorities. 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, employing appropriate questions and input to enhance engagement, communication, and team support. Engages customers and team members through listening and discussion to build rapport. Shows thoughtfulness towards colleagues and is open to being adaptable in how team members contribute, creating a positive work environment.
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Maintains professional conduct and accountability by adhering to state policies, security requirements, and agency standards while interacting with customers and coworkers. Manages workload effectively, maintains organized work practices, and contributes to the development of technical documentation, including knowledge base articles and standard operating procedures, focusing on details such as supported systems, tools, hardware issues, repairs, installations, and configurations. Updates existing documentation to align with current technologies. Asks relevant questions to gather information and support effective communication within the team and with customers. Shares information in predetermined locations for easy access by team members and customers.
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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:
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Preference may be given to those with experience in desktop support.
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Preference may be given to those with customer service skills.
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Preference may be given to candidates with experience in audio/visual support.
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Preference may be given to candidates with automation and scripting skills.
KNOWLEDGE:
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Thorough knowledge and understanding of desktop operating systems
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Work within multiple groups of ETS to assist in statewide troubleshooting
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Knowledge of Active Directory, with emphasis on security and distribution groups, group policy, permissions, file security, and scripts
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Knowledge of IP, Active Directory, and network protocols
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Knowledge of tools, standards, methods, best practices, and industry trends in the area of enterprise-wide workstation imaging and deployment
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Ability to understand and follow applicable policies and regulations, demonstrate strong written and verbal communication skills, and stay current on current and emerging technologies
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Knowledge of using computer technologies and best practices to enhance the departmental efficiencies to better reach agency business goals
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Resolve tier 2 tickets or forward them to higher-level support when unable to resolve the issue
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Provide superior customer service
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Work Independently
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Troubleshoot users’ problems over the phone and remotely resolve I.T. related issues
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Responsible for repairing problems with all computers and/or coordinating the repair of computer equipment with the appropriate vendor
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Perform updates and maintenance on software
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Assist users with basic application support
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Ability to identify and research technical issues beyond their skill set, and apply them successfully to resolve any user issues
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Install upgrades, including configuration, installation, and transfer of software
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Provide training to end users on computer policies and guidance on enterprise applications
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Submit and follow up on service calls with vendors and/or agency staff
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Ability to identify tech at risk and notify senior techs
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Ability to tear down and rebuild physical computer equipment, including but not limited to motherboards, fans, hard drives, and power supplies
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Ability to tear down and rebuild all ETS support printers
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Ability to verify proper cabling and functionality
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Ability to troubleshoot all ETS-supported devices, on-site, working directly with users at their location to resolve all issues
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Ability to image and deploy all ETS-supported devices
MINIMUM QUALIFICATIONS:
Education:
Bachelor's Degree (typically in Computer Technology)
Experience:
0-1 year of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Technician
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Education & Experience Substitution:
3-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Technician
Certificates, Licenses, Registrations:
None
077-Enterprise Technology Services - Customer Support
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.
