State Of Wyoming Cheyenne , WY 82003
Posted 1 week ago
Description and Functions
Open Until Filled
GENERAL DESCRIPTION:
The Computer Technology Support Specialist III 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 technicians of various skill levels 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 available resources needed 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. This position will use their technical experience and skills to guide and assist junior-level technicians.
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 /Jennifer.Erickson1@wyo.gov
ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function which may be performed at the job level.
Leverages knowledge and skill sets to work independently and makes decisions to diagnose and resolve complex problems, showcasing elevated responsibility and expertise to address intricate issues with a broad impact on overall system performance.
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. Provides guidance and assistance to junior technicians to increase their skill level and technical understanding. Fosters a growth mentality and encourages junior technicians to take on more challenging and complex issues. 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 progress of the issue.
Actively listens, asks clarifying questions, and summarizes input to verify understanding and employ appropriate questions and input to enhance engagement, communication, and support from the team while acting as a role model for fostering a positive and dynamic workplace.
Seeks and considers ideas from those reluctant to express their points of view, anticipates and recognizes unspoken concerns, and builds rapport with customers and team members through listening and discussion while encouraging, empowering, and motivating others. Demonstrates consideration of others and is willing to be flexible in others' contributions to the team.
Mentors and provides guidance to junior technicians when collaborating on complex issues. Develops peer relationships with agency personnel and subject matter experts. Acknowledges and celebrates the successes of teammates through praise and recognition.
Advises junior technicians on best practices in ticket management, including next steps in troubleshooting issues, appropriate ticket assignments, ticket escalation, and proper customer follow-up.
Executes specialized projects like State agency migrations, equipment replacements and refreshes, agency relocations, and large-scale operating system or enterprise application upgrades. Anticipates and adapts to advanced responsibilities aligned with advanced positions. Instructs and guides junior technicians on the use and understanding of diagnostic tools, logs, and results to strengthen the skill set of junior staff.
Contributes collaboratively to the development and enforcement of policies for logging, reporting, and proactively monitoring PC performance. Leverages advanced technical skills in compiling information and experience to create new knowledge base articles and standard operating procedures in precise detail, including but not limited to, hardware failure, repair, installation, configuration, and removal, ensuring a comprehensive and accurate documentation process. Maintains existing documentation to keep up with current technologies and solutions. Asks appropriate questions to gather information effectively and contribute to the overall communication and support. Assists junior technicians in collecting information, drafting documentation, and communicating process changes. Share information with team members and customers in predefined common locations.
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. Fosters a proactive stance towards emerging technologies. Mentors lower-level technicians to create and encourage growth within the assigned team and agency by promoting continual learning. Facilitates cross-training sessions to build combined expertise, and sharing of relevant knowledge and information that was deduced from the advancement of their skill set.
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 troubleshooting and supporting PC images, applications, networking, hardware, and peripherals in the last 6 years.
Preference may be given to those with experience in Active Directory Management such as Account Creations, Account Terminations, and Local and Group Policy within the last 6 years.
Preference may be given to those with certifications in HP Maintainer, Dell Laptop, and Desktop support, PC Imaging, Provisioning, or any other local PC or Microsoft Product support.
Preference may be given to those with Print Server & Print Management experience within the last 6 years
Preference may be given to those with experience inproviding excellent IT customer service, task and time management, leading team projects, and knowledge or experience in ITIL within the past 6 years.
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:
0-3 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist II
OR
Education & ExperienceSubstitution:
4-6 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist II
Certificates, Licenses, Registrations:
None
Necessary Special Requirements
PHYSICAL WORKING CONDITIONS:
May work evenings or weekends to meet deadlines or solve problems.
Ability to be on-call 24/7, one week per month.
Occasional travel to different locations within the State to assist other technicians.
Physically lift up to 40 lbs. consistently.
NOTES:
FLSA: Non-exempt
The successful candidate must pass a background check.
Telework may be available with a telework approval process agreement.
Must be able to lift 50 lbs.
Supplemental Information
Click here 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.
State Of Wyoming