Support Technologist V

Evanston, IL - USA

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:

This position provides advanced technical support with very little guidance. Offering top-notch technical expertise ensuring technical excellence and prioritizing customer satisfaction and timeliness. The Computer Technology Support Specialist V works in a team environment to provide Tier 2 direct hardware and software support for state-issued desktops laptops printers VoIP-enabled devices and wireless mobile devices. This position works closely with lower-level technicians as a team lead to complete projects both internally and for State agencies. The position uses technical expertise to troubleshoot information systems and determine the best course of action and resources required to return the system to optimum performance. The incumbent will assist in the troubleshooting of information systems network telephony and firewall equipment with the guidance and oversight of specialized teams that have a narrow focus on these hardware components. Additionally they will take on the role of project lead for initiatives spanning across the State of Wyoming overseeing specialized roles to ensure that deliverables are on time and within the approved standards. The position will utilize ITSM best practices to track tickets monitor workflow and provide solutions in a timely manner to meet customer expectations and satisfaction.

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 information or you can 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.

Provides advanced Tier 2 support as a Lead Technician with a primary focus on Tier 2 support. Deliver advanced assistance to customers encountering challenges beyond the Tier 1 level. Effectively address critical issues related to State-issued hardware devices encompassing desktops laptops printers peripherals telephony network switches wireless devices and agency-owned servers. Offer specialized support for both agency-specific and Enterprise software demonstrating a comprehensive understanding of agency operations. Identify customer and team requirements providing technical guidance and innovative solutions to surpass expectations and resolve complex technological issues. Independently leverage knowledge and skill sets to make informed decisions showcasing lead technician responsibility and expertise in diagnosing and resolving intricate problems with a broad impact on overall system performance. Engage in active listening and employ clarifying questions with customers peers and management to assess problems and ensure effective issue resolution. Demonstrate courtesy empathy and respect in interactions executing followership skills with supervisors and management and leadership skills with entry and mid-level technicians. Maintain a focus on the end result to deliver customer value through the timely provision of services. Regularly communicate information to customers peers and management ensuring stakeholders are informed of the progress of the issue.
Cultivates extensive collaboration with customers peers management and various stakeholders to address complex issues and devise solutions aligned with customer needs. Regularly communicates and shares information based on the demands of the work individual requirements management directives and specific situations.
Actively engages in listening asking clarifying questions and summarizing input to ensure understanding while employing advanced questioning techniques to enhance team engagement communication and support. Assumes the role of a positive and dynamic workplace model fostering a collaborative and supportive atmosphere. Proactively seeks and values input from team members at different skill levels including those hesitant to express their perspectives. Anticipates and acknowledges unspoken concerns building rapport with both customers and team members through attentive listening and constructive discussions. Encourages empowers and motivates others to contribute their ideas. Demonstrates consideration for others and displays flexibility in accommodating various contributions to the team. Acknowledges and celebrates the successes of teammates through consistent praise and recognition reinforcing a culture of appreciation and achievement.
Ensures the expeditious resolution of issues and the efficient delivery of services utilizing advanced ticket management skills. Adheres to IT Service Management (ITSM) best practices to streamline incident and service request handling. Investigate and diagnose intricate technical issues escalated from Tier 1 support applying sophisticated troubleshooting techniques and skill sets. Logs all interactions and resolutions meticulously within the ticketing system demonstrating precision and attention to detail. Proactively identifies trends in issues and collaborates with the team to implement preventive measures. Exercises lead technician decision-making and analytical skills to escalate complex issues to the appropriate teams for resolution. Maintains proactive communication with customers throughout the ticket lifecycle providing regular updates on the progress of the ticket and ensuring customer satisfaction. Utilizes advanced problem-solving skills to verify the comprehensive resolution of the issue before closing out the ticket. Contributes to continuous improvement initiatives by analyzing data from ticketing systems identifying recurring issues and recommending strategies for enhancing overall support efficiency and effectiveness.
Performs comprehensive testing and diagnostic assessments on a wide range of hardware equipment encompassing desktops laptops monitors printers scanners other peripherals and internal components. Utilizes advanced techniques and diagnostic tools to ensure thorough evaluation and accurate identification of issues. Collaborates effectively with team members and provides valuable input during the evaluation testing and implementation of newly acquired equipment or software. Assumes a lead technician role in decision-making processes and contributes to the development of strategic recommendations based on evaluation results. Leads and executes specialized projects including State agency migrations equipment replacements and refreshes agency relocations and large-scale operating system or enterprise application upgrades. Takes on advanced responsibilities aligned with elevated positions demonstrating adaptability and proactive anticipation of challenges. Anticipates and addresses potential issues in equipment and software providing preemptive solutions to ensure seamless integration and functionality. Offers informed recommendations to customers based on the results of thorough evaluations aiming to enhance overall system efficiency and performance.
Collaboratively contributes to the advancement and enforcement of policies related to logging reporting and proactive monitoring of PC performance. Assume a leadership role in this effort leveraging advanced technical expertise and insights to shape robust documentation practices. Compile information and experiences to craft detailed knowledge base articles and standard operating procedures showcasing an advanced understanding of hardware aspects such as failure repair installation configuration and removal. Ensure the documentation process is comprehensive and accurate serving as a resource for team members and other stakeholders. Take the lead in maintaining and updating existing documentation to align with current technologies and innovative solutions. Introduces improvements and refinements to the documentation process actively identifying areas for enhancement and efficiency. Employ advanced questioning techniques to gather information effectively contributing to the overall communication and support within the team. Actively share valuable information with team members and customers through various predefined common locations demonstrating leadership in knowledge dissemination and collaborative information sharing.
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. Foster a proactive stance towards emerging technologies exemplifying leadership by setting an example to create and nurture growth within the assigned team and agency through the promotion of continual learning. Initiate and facilitate cross-training sessions to build collective expertise encouraging the sharing of relevant knowledge and insights gained from the advancement of their skill set. Lead the design and implementation of comprehensive training programs for the team ensuring alignment with organizational goals and industry best practices. Collaborate with management to identify skill gaps and develop tailored training plans that empower team members to excel in their roles. Actively participate in mentorship programs providing guidance and support to junior and mid-level technicians to foster a culture of continuous improvement.
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.

Qualifications

PREFERENCES:

Preference may be given to those with experience in automation and scripting skills.
Preference may be given to those with experience in Active Directory and group policy support.
Preference may be given to candidates with experience in leadership mentoring and training roles.

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

MINIMUM QUALIFICATIONS:

Education:

Bachelors Degree (typically in Computer Technology)

Experience:

1-2 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist IV

Education & ExperienceSubstitution:

4-6 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist IV

Certificates Licenses Registrations:

None

Necessary Special Requirements

PHYSICAL WORKING CONDITIONS:

Occasional travel is required around the State of Wyoming throughout the year which may include overnight stays and weekends.
Ability to lift 50 pounds.
Some projects may include work with the State of Wyoming Correctional and/or Health facilities.

NOTES:

FLSA: Non-exempt
The successful candidate must pass a background check.

Supplemental Information

077-Enterprise Technology Services - Customer Support

Click here to view the State of Wyoming Classification and Pay Structure.

Click here to view the State of Wyoming total Compensation Calculator.

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 advanced technical support with very little guidance. Offering top-notch technical expertise ensuring technical excellence and prioritizing customer satisfaction and timeliness. The Computer Technology Support Speci...