Support Technologist IV

• Provides advanced Tier 2 support for customers experiencing complex issues that cannot be resolved at the Tier 1 level. Efficiently resolves or appropriately escalates critical issues with State-issued hardware devices including but not limited to desktops laptops printers peripherals telephony network switches wireless devices and agency-owned servers
• Provides comprehensive support to customers addressing both agency-specific and Enterprise software and demonstrates a thorough understanding of agency operations.
• 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. Identifies customer needs and offers guidance and solutions to resolve technological issues that meet or exceed customer expectations. Leverages knowledge and skill sets to work independently and makes decisions to diagnose and resolve complex problems showcasing elevated responsibility and expertise to address intricate issues with a broad impact on overall system performance. Actively listens to and asks clarifying questions of customers peers and management to assess problems and resolve issues. Acts with courtesy empathy and respect to customers peers and management and executes followership skills.
• Provides guidance and assistance to junior technicians to increase their skill level and technical understanding. Fosters a growth mentality and encourages junior technicians to take on more challenging and complex issues. Focuses on the end result to deliver customer value through the timely delivery of services. 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.
• Collaborates closely with customers peers management and other stakeholders on complex issues to find solutions that meet customer needs. Communicates and shares information regularly based on 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.
• 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. Mentors and provides guidance to junior technicians when collaborating on complex issues. Develops peer relationships with agency personnel and subject matter experts. Acknowledges and celebrates the successes of teammates through praise and recognition.
• Ensures the timely resolution of customer issues and the delivery of services through the ticketing system. Adheres to ITSM best practices when managing incidents and service requests. Investigate and diagnose complex technical issues escalated from Tier 1 support utilizing advanced troubleshooting techniques and skill sets. Logs all interactions and resolutions accurately within the ticketing system and escalates to the next tier when necessary. Regularly communicates with customers on their issues provides updates at regular intervals on the progress of the ticket and verifies that the issue was resolved before closing out 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.
• Conducts testing and diagnostic assessments on diverse hardware equipment including but not limited to desktops laptops monitors printers scanners other peripherals and internal componentry. Gathers data collaborates and provides input when evaluating testing and implementing newly acquired equipment or software. Report findings to hardware manufacturers for additional troubleshooting when necessary. Takes recommendations to customers based on the results of such evaluations. Executes specialized projects like State agency migrations equipment replacements and refreshes agency relocations and large-scale operating system or enterprise application upgrades. Anticipates and adapts to advanced responsibilities aligned with advanced positions. Instructs and guides junior technicians on the use and understanding of diagnostic tools logs and results to strengthen the skill set of junior staff.
• Contributes collaboratively to the development and enforcement of policies for logging reporting and proactively monitoring PC performance. Leverages advanced 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.
• Maintains existing documentation to keep up with current technologies and solutions. Asks appropriate questions to gather information effectively and contributes 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
• Proactively cultivate and invest in personal and professional growth through continuous training and development initiatives particularly in the realm of technology hardware and software. Embrace a forward-thinking approach to stay abreast of industry advancements ensuring a comprehensive understanding of emerging technologies. Demonstrate a commitment to enhancing skills and knowledge. Fosters a proactive stance towards emerging technologies. Mentors lower-level technicians to create and encourage growth within the assigned team and agency by promoting continual learning. Facilitates cross-training sessions to build combined expertise and the sharing of relevant knowledge and information that was deduced from the advancement of their skill set
• 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 unwavering commitment to achieving shared goals. Additionally individuals are expected to execute these additional duties and tasks with a high level of professionalism even when working outside their typical assignments to ensure success in these supplementary tasks.

• 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
• Manage user email and Active Directory accounts
• Communicate professionally and effectively employing empathy and patience with both internal and external customers

Education:
Bachelors Degree (typically in Computer Technology)

• FLSA: Non-Exempt
• The successful candidate must pass a background check