Enterprise Support Technologist II 2025-01410
Enterprise Support Technologist II 2025-01410
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USD 4294 - 4294
1 Vacancy
Job Description
Description and Functions
Open Until Filled
GENERAL DESCRIPTION:This role entails providing technical support and serving as a point of contact for both internal and external customers demonstrating a high level of technical expertise and ensuring customer satisfaction. The incumbent is responsible for promptly entering issues into the ITSM system fostering thorough monitoring of service tickets from identification to resolution. Collaboration across support groups is essential to guarantee the successful resolution of all reported issues extending support to other teams across the agency. The role also involves conducting routine checks on open service requests and initiating escalations when necessary to ensure the timely delivery of services. Operating in a troubleshooting and problem resolution capacity the position covers desktops laptops software printers wireless mobile devices VoIP phones and networking devices and collaborating with subject matter experts on projects. Additionally responsibilities encompass the installation upgrade and maintenance of computer workstation hardware peripherals and associated software. The role also involves managing and executing installation upgrades and system patches.
Human Resource Contact: Jennifer Erickson//
ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function that may be performed in the job level.- Provide on-site support for the installation configuration and troubleshooting of computer hardware and software addressing common issues related to desktops laptops peripherals and other IT hardware. Collaborate with Network Systems and Firewall Teams to install and upgrade on-site network or server equipment. Analyze hardware and software functionality identifying locating resolving and repairing problems in accordance with IT standards guidelines and procedures. Document all work in the current ITSM system. Additionally demonstrate an understanding of customers business and expectations showing genuine interest anticipation and timely responsiveness to customer needs. Provide direct support to end-users by resolving technical issues and offering fundamental guidance on IT systems.
- Deliver high-quality customer service to end-users by effectively communicating simple technical issues and providing fundamental guidance on IT systems. Perform various functions within the scope and complexity of Customer Support Services for both State agencies including tasks such as password resets user modifications and additional responsibilities. Communicate information based on work requirements individual needs or management directives. Demonstrate active listening by asking clarifying questions and summarizing others input to ensure understanding. Consistently ask appropriate questions to enhance communication and support. Additionally maintain a professional demeanor by arriving at work on time dressing appropriately seeking advice from others when in doubt about proper conduct acting with courtesy and respecting customers and stakeholders. Adhere to rules regulations policies procedures and protocols.
- Conduct testing diagnostic assessments and repairs on a variety of hardware components such as desktops laptops monitors printers and scanners. Additionally troubleshoot and resolve issues related to computer peripherals and other hardware devices to ensure optimal functionality and user satisfaction as part of the responsibilities of a customer support technician. In the decision-making process gather data and seek input from others. Consider lessons learned from experience take into account differing needs and evaluate the impact of the decision on others.
- Manage Active Directory accounts ensuring timely and efficient setup maintenance and removal. Additionally provide support for higher-level technicians by assisting in the configuration and troubleshooting of account-related issues. Collaborate with internal IT teams to ensure system functionality and contribute to the overall optimization of Active Directory.
- Oversee daily tasks in a dynamic computing environment addressing the operational needs of entry-level Customer Support Services IT Technicians. Ensure a timely response proper routing and escalation procedures to prevent service disruptions. Collaborate with higher-level technicians to facilitate high-level tasks related to change management all while maintaining focus on foundational responsibilities such as troubleshooting routine maintenance and user support. Employees are expected to demonstrate proficiency in both leadership and followership skills. This entails creating a positive work environment motivating all staff to excel serving as a role model and fostering an inclusive workplace that embraces diversity. and contributes to the overall work environment.
- Stay current on evolving technologies and changes ensuring the position is up to date. Perform preventive maintenance and upgrades for computer operating systems standard software and hardware to meet the dynamic demands of State consolidation.
Qualifications
PREFERENCES:
Preference may be given to those with experience in troubleshooting and resolving issues with PCs Macs and mobile devices.
Preference may be given to those with experience in troubleshooting and resolving network connectivity issues.
Preference may be given to those with experience in excellent customer service skills.
Preference may be given to those with experience in scripting.
KNOWLEDGE:- Resolve calls on first contact when able or assign tickets to higher-level support when unable to resolve the issue
- Provide superior customer service
- Work Independently
- Assist users with basic application support
- Ability to identify and research technical issues beyond their skill set and apply them successfully to user issues
- Ability to identify tech at risk and notify senior techs
MINIMUM QUALIFICATIONS:Education:Bachelors 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 IOREducation & ExperienceSubstitution:3-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist ICertificates Licenses Registrations:NoneNecessary Special Requirements
PHYSICAL WORKING CONDITIONS:- This position will work in a secure Department of Corrections facility environment.
- This position will travel to surrounding areas in support of State agencies
NOTES:- FLSA: Non-Exempt
- Successful candidate must pass an extensive background check
- Must complete the Department of Corrections Training Academy
- Successful candidate must adhere to the DOC dress code and grooming policies
Supplemental Information
- 077 ETS - Customer Support Services
Clickhere to view the State of Wyoming Classification and Pay Structure.
URL: 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.
Employment Type
Full-Time
