Support Technologist II

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!  for detailed information, or you can watch this short video to learn about our benefit package!

Want to see the full value of your compensation beyond salary? Explore our Total Compensation Calculator: compensation calculator.wyo.gov

Human Resource Contact:
Jennifer Erickson /  / Jennifer.

Erickson1

• Under minimum supervision, Tier 2 device troubleshooting to diagnose basic system, 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.

• Preference may be given to those with experience with Service Now! 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.

• 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…