[Hiring] Computer Technology Support Analyst @State of Wyoming

Role Description

The Computer Technology Support Analyst serves as a senior technical resource, providing advanced Tier II 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.

• Supports the stability, security, and availability of state technology services by diagnosing and resolving advanced and complex technical issues.
• Manages incidents and service requests through established IT Service Management (ITSM) processes.
• Assists junior technicians in hardware deployments and replacements in accordance with established procedures.
• Works collaboratively with technical teams, escalates issues appropriately, and ensures accurate documentation and customer communication.
• Completes projects both internally and for State agencies.

Qualifications

• Preference may be given to those with experience in providing customer service/support in an IT setting.
• Preference may be given to those with experience in supporting and managing kiosk computers and kiosk software.
• Preference may be given to those with experience with audio/visual, including experience with meeting room hardware and software.
• Preference may be given to those with experience in IT Asset Management, deployment, and lifecycle.
• Preference may be given to those with experience in troubleshooting network/device/application issues.
• Preference may be given to those with prior State of Wyoming government employment and experience.

Requirements

• 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.
• 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.
• Ability to identify and research technical issues beyond their skill set.
• 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 tear down and rebuild physical computer equipment.
• Ability to verify proper cabling and functionality.
• Ability to troubleshoot all ETS-supported devices, on-site, working directly with users.
• Ability to image and deploy all ETS-supported devices.

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.
• And 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.