Support Technologist III

GENERAL DESCRIPTION

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 works 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.

• 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

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

• Performs Tier 2 device troubleshooting to diagnose and assist with resolving difficult problems related to state‑issued devices, hardware and software, to include desktops, printers, servers, mobile devices, and standard enterprise software and/or guidance on agency‑specific software. Gain an understanding of the agency’s operations to provide timely, effective and efficient support.
• Implements and trains other lower‑level ETS technicians on specialized procedures and/or specialized technical testing equipment.
• Manage directory services for assigned agencies to include user account creation, modifications, and policy. Provides end‑user support for all statewide agencies.
• Recommends, tests, and deploys newly acquired equipment or software. Works within a team to complete special projects such as State agency migrations, equipment replacement, agency moves, and mass operating system or enterprise application upgrades.
• Refers issues to the next service or tier level when problems occur that are beyond the skills of the technician.
• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance. Accurately documents instances of hardware failure, repair, installation, and removal.
• Assist in troubleshooting network connectivity issues and escalates problems when necessary.

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 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.

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 Power Shell & 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.

• 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
• Abilit…