Support Technologist III

This position provides technical support with guidance technical expertise customer satisfaction and timeliness to assigned State agencies. The Computer Technology Support Specialist III works in a team environment to provide Tier 2 direct software and hardware support for state issued desktops laptops printers VoIP enabled devices wireless mobile devices and work with higher level technicians to complete projects. Troubleshoots information systems and determines the best course of action and resources required to return the system to optimum performance. Manages directory services for assigned agencies to include user account creation modification and adhering to agency specific policies.

Working for the State of Wyoming offers more than a paycheck. Our total compensation package includes:

• 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!Click here for detailed informationoryoucan watch this short video to learn about our benefit package!

Want to see the full value of your compensation beyond salary

PREFERENCES:


Preference may be given to those with experience in troubleshooting and supporting Operating Systems PC hardware and Peripherals within the past 5 years.
Preference may be given to those with experience with ServiceNow or similar ticket tracking systems.
Preference may be given to those with experience with Unified Endpoint Management Systems or similar.
Preference may be given to those with knowledge of ITIL principles.
Preference may be given to those with experience in providing excellent customer service team collaboration team building and time management skills.
Preference may be given to those with entry-level experience in languages like PowerShell & Batch scripting or the administration of common tasks on endpoints.
Preference may be given to those with experience in technology lifecycle refreshes and inventory management.
Preference may be given to those with experience in TCP/IP and troubleshooting connection issues with network-attached devices such as IP phones and computers within the past 5 years.
Preference may be given to those with experience managing deploying and updating network-attached printers within the past 5 years.


KNOWLEDGE:

• 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 enterprise-wide workstation imaging and deployment
• Ability to understand and follow applicable policies and regulations demonstrate strong written and verbal communication skills and stay current on current and emerging technologies
• Knowledge of using computer technologies and best practices to enhance the departmental efficiencies to better reach agency business goals
• 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 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 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
• Ability to identify tech at risk and notify senior techs
• Ability to tear down and rebuild physical computer equipment including but not limited to motherboards fans hard drives power supplies
• Ability to tear down and rebuild all ETS support printers
• Ability to verify proper cabling and functionality
• Ability to troubleshoot all ETS-supported devices on-site working directly with users at their location to resolve all issues
• Ability to image and deploy all ETS-supported devices

PHYSICAL WORKING CONDITIONS:

• May work evenings or weekends to meet deadlines or solve problems.
• Occasional travel to different locations within the State to assist other technicians.
• Must be able to lift up to 50 lbs.

• FLSA: Non-Exempt
• Successful candidate must complete a background check.

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.