Ctss08-2024-00702-Support Technologist Iii-Cheyenne

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:

This position provides technical support to all State agencies, demonstrating a degree of technical expertise, timeliness, and customer satisfaction with minimal supervision. The Support Technologist Ill works in a team environment to provide Tier 1 technical assistance and support for state-issued software, desktops, laptops, printers, VoIP-enabled devices, and wireless mobile devices. This position works with higher-level technicians to complete agency initiatives and projects. This position manages user accounts; including account provisioning, modification, and suspensions following established policies and procedures.

Human Resource Contact: Jennifer Erickson / 307-275-5114 /Jennifer.Erickson@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.

• Under minimum supervision, provides Tier 1 remote troubleshooting support for customers experiencing software and hardware issues. Efficiently resolves Issues with State-issued hardware devices, including but not limited to desktops, laptops, printers, peripherals, VoIP-enabled devices, wireless mobile devices, and user login issues. Provides first-call resolution by troubleshooting, analyzing, and diagnosing hardware and software problems according to Industry best practices and ETS standards, guidelines, and procedures. Documents customer interactions, findings, and results through ETS ticket management system. Escalates tickets to Tier 2 support teams as needed to resolve the issue.

• Adheres to ITSM best practices when managing incidents and service requests. Asks appropriate questions to gather information effectively and contribute to the ticket to aid in troubleshooting and resolution efforts. Logs all Interactions and resolutions accurately within the ticketing system and escalates to the next layer when necessary. Ensures and maintains regular communication of information with customers, peers, and management to keep stakeholders informed on the progress of the issue.

• Consistently interacts professionally with customers utilizing soft skills including communication. self- awareness, emotional intelligence, persuasion, adaptability, problem-solving, and teamwork. Actively listens to and asks probing and clarifying questions of customers, peers, and management to assess problems and resolve issues. Acts with courtesy, empathy, and respect toward customers, peers, and management and executes followers hip skills. Focuses on the end result to deliver customer value through the timely delivery of services.

• Performs account management duties, including user account provisioning, modification, and suspension, as well as support for groups and resource calendars. Maintains confidentiality of sensitive information and adheres to established policies and procedures, including those additionally required by specific agencies. Fulfills services within established service level expectations. Offers informed recommendations to agencies concerning the security and availability of account resources based on ETS established policies and procedures

• Collaborates closely with customers, peers, management, 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 and employ appropriate questions and input to enhance engagement, communication, and support from the team. Acts 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 to build rapport with customers and team members through listening and discussion while encouraging, empowering, and motivating others. Consideration of others' ideas and is willing to be flexible in their contributions to the team. Acknowledges and celebrates the successes of teammates through praise and recognition.

• Contributes collaboratively to the development and enforcement of policies for logging, reporting, and troubleshooting supported technologies. Compiles information and experience to create and contribute to new knowledge base articles and standard operating procedures in precise detail. Maintains existing documentation to keep up with current technologies and solutions. Ask appropriate questions to gather information effectively to contribute to the overall health of the knowledge base. 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. Fostering 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. 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 knowledge of TCP/IP, networking protocols, networking topologies, and circuit troubleshooting.

Preference may be given to those with experience in ticketing systems, windows networking theory, and general knowledge of enterprise network operations and topologies.

Preference may be given to those with experience in customer service best practices techniques.

Preference may be given to those with experience in mainframe operations, enterprise printing solutions, and system batch jobs,(running jobs, abends, reprints, etc.).

Preference may be given to those with the ability to work with little or no supervision in a sometimes stressful environment.

KNOWLEDGE:

• Ability to resolve calls on first contact when able or assign to higher level support when unable to resolve the issue

• Ability to provide superior customer service

• Ability to work independently

• Ability to 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

• Ability to manage and user email and active directory accounts

• Ability to 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:

0-2 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist II

OR

Education & ExperienceSubstitution:

3-5years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist II

Certificates, Licenses, Registrations:

None

Necessary Special Requirements

PHYSICAL WORKING CONDITIONS:

• Typical office setting

NOTES:

• FLSA: Non-Exempt

• The successful candidate must pass a background check

Supplemental Information

077-Enterprise Technology Services - Customer Support

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.