[Hiring] Support Technologist II @State of Wyoming

Role Description

The Computer Technology Support Specialist II 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.
• Assisting with basic server and network administration under established procedures.
• Collaborating with technical teams and escalating advanced issues appropriately.
• Ensuring accurate documentation and customer communication in accordance with state standards and policies.
• Utilizing ITSM best practices to track tickets, monitor workflow, and provide solutions in a timely manner.
• Traveling to several field locations within the assigned service area.

Qualifications

• Preference may be given to those with experience in automation and scripting skills.
• Preference may be given to those who possess audio/visual experience.
• Preference may be given to those with experience in desktop support.
• Preference may be given to those with experience in project management.
• 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.
• Stay current on current and emerging technologies.
• 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 IT-related issues.
• Responsible for repairing problems with all computers and/or coordinating the repair of computer equipment with the appropriate vendor.
• Perform updates and maintenance on software.
• Assist users with basic application support.
• 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.
• Identify tech at risk and notify senior techs.
• Teardown and rebuild physical computer equipment, including but not limited to motherboards, fans, hard drives, and power supplies.
• Teardown and rebuild all ETS support printers.
• Verify proper cabling and functionality.
• Troubleshoot all ETS-supported devices, on-site, working directly with users at their location to resolve all issues.
• Image and deploy all ETS-supported devices.

Requirements

• 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 Support Technologist I.
• OR Education & Experience Substitution: 3-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist I.
• Certificates, Licenses, Registrations: None.

Benefits

• Comprehensive health, dental, and vision insurance.
• Paid vacation, sick leave, FMLA, and holidays.
• Retirement - Pension and 457B plans that help you build a secure future.
• Flexible schedules and work-life balance options.
• Meaningful work that makes a difference for Wyoming communities.
• Much more!

Company Description

The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities.