IT Support

Position: IT Support I
About Public Knowledge (PK)

At Public Knowledge®, we help government clients solve tough problems and thrive in complex environments. We support systems, programs, people, project management, learning, and more. While we work across many industries, most of our work is in Health and Medicaid, Child Welfare, and Child Support. You can learn more about us at  .

At Public Knowledge®, our core values include Inclusion, Teamwork, and Impact. These values show up every day through our ways of working within our teams and with our clients.

Inclusion - We recognize the fundamental value and strength of all individuals. Our teams create safe spaces for open, inclusive, and diverse participation of all peers, clients and ideas; building high levels of trust and belonging.

Teamwork - We do more than just work together. We respect, trust, and care for each other. This collaboration and belonging extends to our clients as much as our colleagues.

Impact - We approach every engagement with our energy focused on identifying the right goals, outcomes, and strategies. We believe we each have a personal responsibility to make a positive impact on our projects and our world.

Inclusion is a core value of Public Knowledge®, we are an Equal Opportunity Employer and will make reasonable accommodation for applicants with disabilities. We value and seek to create a more diverse workforce. We encourage women, minorities, veterans, individuals with disabilities, individuals from diverse sexual orientations, individuals with lived expertise, and other diverse individuals to apply. We believe every member of our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world;

identify challenges; discover, design, and deliver solutions. We are committed to creating a safe and inclusive workplace that celebrates the diversity within us and our unique experiences.

Position Summary
As the frontline for Public Knowledge® technology and systems support, you'll ensure seamless operations for our team and clients, providing expert troubleshooting, proactive system maintenance, and outstanding customer service. This position is responsible for maintaining the smooth operation of end-user hardware, software, and network systems, while consistently providing excellent customer service.

Requirements

Technical Support

• Respond promptly to IT tickets, ensuring accurate documentation of actions and resolutions

• Troubleshoot and resolve end-user hardware and software issues; escalate to IT Director when necessary

• Provide Onsite IT support for the Cheyenne, WY office

• Support remote team members across multiple locations using remote access tools

System and Hardware Management

• Perform hardware installations, maintenance, patching, and ensure encryption compliance

• Manage software installations, updates, and user account administration

• Assist with new hire onboarding and IT setup to ensure a smooth transition

Documentation and Reporting

• Maintain accurate logs, reports, and documentation of all support activities

• Deliver weekly workload and project status reports to designated team members

• Own specific applications or systems and maintain related documentation for accuracy

• Uphold network security policies and best practices

• Ensure confidentiality of all information processed, stored, and accessed

Training and Collaboration

• Provide user training and create instructional materials when needed

• Collaborate with team members to understand business needs for IT changes

• Continuously learn and develop technical skills with firm support

• Perform other duties as assigned to support IT Service Desk and organizational goals

Required Education and Other Credentials

• Bachelor's Degree in Information Technology or related field

• Or equivalent experience will be considered

• Must have a valid driver's license

Required Skills and Experience

• Proficiency in Microsoft Office Suite and remote access technologies

• Working knowledge of networking, internet technologies, and securitybest practices

• Excellent customer service skills and communication skills both verbal and written

• Ability to adapt communication for…