Support Technologist II (Ctss07) 2024-00936

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:

This is an entry-level position that provides technical support to all State agencies, demonstrating a degree of technical knowledge, timeliness, and customer satisfaction under supervision. The Enterprise Support Technologist II works in a team environment under close supervision to provide Tier 1 technical assistance and support for state-issued software, desktops, laptops, printers, VoIP-enabled devices, and wireless mobile devices. 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.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.

• Under close 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 the 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. Ask 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 tier 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 by actively listening to and asking probing and clarifying questions of customers to assess problems and resolve issues. Acts with courtesy, empathy, and respect toward customers, peers, and management and executes followership skills. Focuses on the end result to deliver customer service 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 and peers on issues to find solutions that meet customer needs. Escalates more complex issues to senior-level technicians and management as needed. 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 to engage and communicate with the team. Contributes to fostering a positive and dynamic workplace.

• Compilesinformationandexperiencetocreateandcontributetonewknowledgebasearticlesandstandard 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 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. Seeks opportunities for cross-training sessions to build combined expertise and share relevant knowledge and information.

• Performs responsibilities and tasks that go beyond the primary job functions, requiring individuals to manage diverse assignments to enhance 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 desktops and peripherals.

Preference may be given to those with experience in excellent customer service skills.

Preference may be given to candidates with experience in IT Help Desk Support or with experience in an IT Call Center.

KNOWLEDGE:

• Resolves call on first contact when able or assign tickets to higher level support when unable to resolve the issue.

• Exceptional customer service skills including the ability to exercise good judgment and self-control, maintain a professional temperament during challenging interactions, and employ patience and empathy.

• Works independently.

• Ability to diagnose, manage, and communicate IT issues with appropriate internal and external customers and stakeholders to ensure quick and efficient resolution for customers.

• Ability to identify and research technical issues beyond their skill set and apply them successfully to user issues.

• Ability to identify technology at risk and notify senior technicians.

• Manage user email and active directory accounts.

• Keen attention to detail, a memory of patterns, and an interest in problem-solving.

• Strong ability to effectively manage multiple tasks simultaneously.

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 setting

NOTES:

• FLSA: Non-exempt

• Successful candidate must pass a background check

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.