Support Technologist II

Cheyenne, WY - USA

Monthly Salary: Not Disclosed

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:

This position provides technical support with minimal guidance with a degree of technical expertise customer satisfaction and timeliness to assigned State agencies. The Computer Technology Support Specialist II works in a team environment to provide Tier 2 troubleshooting and problem resolution for state-issued desktops laptops software printers wireless mobile devices and VoIP-enabled devices and works with higher-level technicians to complete projects.

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 informationor youcan watch this short video to learn about our benefit package!

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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 at the job level.

Under minimum supervision Tier 2 device troubleshooting to diagnose basic system and desktop and laptop problems; analyzes hardware and software functionality; identifies locates resolves and repairs problems according to IT standards guidelines and procedures; documents call records and results.
Performs preventive maintenance and upgrades for computer operating systems standard software and hardware.
Tests diagnoses and repairs hardware components such as desktops laptops docks VoIP-enabled devices wireless mobile devices monitors printers and scanners.
This position will install upgrade and maintain computer workstation hardware peripherals and associated software; manage and execute installation upgrades and system patches. Assist with and provide support/troubleshooting for server hardware. Set up maintain and remove user directory accounts where necessary.
Works within a team to complete special projects such as State agency migrations equipment replacement agency moves and mass operating system upgrades.
Refers issues to the next level when problems occur that are beyond the skills of the technician and tracks the problem until it has been resolved.

Qualifications

PREFERENCES:

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.
Preferences may be given to those with experience in supporting and repairing desktop hardware and software.
Preferences may be given to those with experience in imaging and deploying systems.
Preferences may be given to those with experience supporting and repairing peripherals printers scanners etc.

KNOWLEDGE:

Resolve help desk tickets or forward them to higher-level support when unable to resolve the issue.
Provide superior customer service
Work Independently
Ability to troubleshoot all ETS-supported devices on-site working directly with users at their location to fully resolve the issue.
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 and apply them successfully to user issues.
Ability to identify tech at risk and notify senior techs.
Install upgrades which include configuration installation and transfer of software.
Stay current on the latest information on all computer-related equipment.
Submit and follow up on service calls.
Ability to tear down and rebuild physical computer equipment including but not limited to motherboards fans hard drives and power supplies.
Ability to tear down and rebuild all ETS support printers.
Ability to verify proper cabling and functionality.
Ability to image and deploy all ETS-supported devices.

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 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

Necessary Special Requirements

PHYSICAL WORKING CONDITIONS:

Typical office setting

NOTES:

FLSA: Non-exempt
Successful candidate must pass a background check

Supplemental Information

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.

Required Experience:

Description and FunctionsOpen Until FilledGENERAL DESCRIPTION:This position provides technical support with minimal guidance with a degree of technical expertise customer satisfaction and timeliness to assigned State agencies. The Computer Technology Support Specialist II works in a team environment...