Support Technologist II 2024-02216

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Support Technologist II 2024-02216

Salary

$4,294.67 Monthly

Location

Rock Springs, WY

Job Type

Permanent Full-time

Remote Employment

Flexible/Hybrid

Job Number

2024-02216

Department

Wyoming Department of Enterprise Technology Services

Division

Enterprise Technology Services

Opening Date

10/06/2024

Closing Date

Continuous

FLSA

Non-Exempt

Job Classification

CTSS07

Description

Benefits

Questions

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:

This position is an entry-level position that, with guidance, provides technical support, 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 direct hardware and software support for state-issued desktops, laptops, printers, VoIP-enabled devices, and wireless mobile devices. This position works with higher-level technicians to complete projects both internally and for State agencies.

The position troubleshoots information systems and determines the best course of action while utilizing team 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 and teammates, lead technicians, and supervisors who have a narrow focus on these hardware components.

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.

Human Resource Contact: Jennifer Erickson / 307-275-5114 / [email protected]

ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function which may be performed at the job level.

Under general supervision and guidance, provides Tier 2 support, resolving issues related to State-issued hardware devices including, but not limited to, desktops, laptops, printers, peripherals, telephony, and wireless devices. Collects data and input from customers and team members to make informed decisions while considering lessons learned from experiences gained in the process.Provides comprehensive support to customers, addressing both agency-specific and Enterprise software, and builds upon knowledge and skills to develop a thorough understanding of agency operations. Identifies customer needs and offers guidance and solutions to resolve technological issues that meet or exceed customer expectations. Actively seeks input and insights from team leadership to enhance customer satisfaction.

Actively listens to and asks clarifying questions of customers, peers, and management to assess problems and resolve issues. Acts with courtesy, empathy, and respect to customers, peers, and management and executes followership skills. Focuses on the end result to deliver customer value through the timely delivery of services.

Ensures and maintains regular communication of information with customers, peers, and management to keep stakeholders informed on the issue's progress.

Under the guidance of the team lead and supervisor, collaborates closely with customers, peers, and other stakeholders on complex issues to find solutions that meet customer needs. Communicates and shares information regularly based on work needs, individual requirements, management directives, and other specific situations. Actively listens, asks clarifying questions, and summarizes input to verify understanding, employing appropriate questions and input to enhance engagement, communication, and support from the team.Engages customers and team members through listening and discussion to build rapport. Shows thoughtfulness towards colleagues and is open to being adaptable in how team members contribute, creating a positive work environment. Acknowledges and celebrates the successes of teammates through praise and recognition.

Ensures the timely resolution of issues and the delivery of services through the ticketing system. Adheres to ITSM best practices when managing incidents and service requests. Investigate and diagnose complex technical issues escalated from Tier 1 support, utilizing best practices to troubleshoot and resolve issues within service level objectives. Logs all interactions and resolutions accurately within the ticketing system and escalates to the next tier when necessary. Regularly communicates with customers on their issues, providing updates at regular intervals on the progress of the ticket and verifying the issue was resolved before closing out the ticket.

Conducts testing and diagnostic assessments on equipment to perform basic assessments and repairs on various hardware, including desktops, laptops, monitors, printers, scanners, and other peripherals. Gathers data, collaborates, and provides input when evaluating, testing, and implementing newly acquired hardware or software. Under guidance and supervision, participates in the basic execution of specialized projects, such as state agency migrations, equipment replacement programs, agency relocations, and operating system upgrades. Quickly adapts to changes identified during collaboration with team members.

Contributes to the development of knowledge base articles and standard operating procedures, focusing on details such as hardware issues, repairs, installations, and configurations. Updates existing documentation to align with current technologies. Ask relevant questions to gather information and support effective communication within the team and with customers. Shares information in predetermined locations for easy access by team members and customers.

Proactively cultivates and invests in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software. Embraces a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrates a commitment to enhancing skills and knowledge. Fosters a proactive stance towards emerging technologies. This includes leading by example to create and foster growth within the assigned team and agency by promoting continual learning. Collaborates closely with team leaders to disseminate acquired knowledge, and participates in cross-training sessions for collective expertise development. Actively contributes to the sharing of pertinent information derived from skill set advancements.

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 desktop support experience (software, hardware, and peripherals).

Preference may be given to those with customer service in an IT setting.

Preference may be given to those with Scripting Experience.

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:

Bachelor's 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 settingNOTES:

FLSA: Non-exempt

Successful candidate must pass a background check

Supplemental Information

Clickhere to view the State of Wyoming Classification and Pay Structure.

URL:http://agency.governmentjobs.com/wyoming/default.cfm

The 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.

Working for the State of Wyoming provides employees with a range of valuable benefits and offers a fulfilling career path. Employees enjoy comprehensive healthcare coverage, including medical, dental, and vision plans, ensuring their well-being and that of their families. Additionally, the state offers multiple retirement plans, which provide financial security and stability for employees once their career in public services comes to an end. the state recognizes the importance of personal time and offers generous paid time off and flexible arrangements, allowing employees to recharge, take care of personal matters, and maintain a healthy work-life integration.

There are many benefits to living and working in Wyoming. Beautiful country with wide-open spaces, clean air, great recreational activities, and no State income tax to mention a few!

Click here to learn more!