CTSU09-2024-00896-Computer Technology Support Analyst-Cheyenne

Print (https://www.governmentjobs.com/careers/wyoming/jobs/newprint/4510518)

Apply



CTSU09-2024-00896-Computer Technology Support Analyst-Cheyenne

Salary

$32.52 - $36.13 Hourly

Location

Cheyenne, WY

Job Type

Permanent Full-time

Remote Employment

Flexible/Hybrid

Job Number

2024-00896

Department

Wyoming Department of Enterprise Technology Services

Division

Enterprise Technology Services

Opening Date

05/16/2024

Closing Date

Continuous

• Description

• Benefits

• Questions

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.

• Provides comprehensive support to customers addressing both agency-specific and Enterprise software, and demonstrates a thorough understanding of agency operations. Provides customers avenues of support for agency-specific software when internal ETS resources are unavailable such as working with vendors, contractors, manufacturers, and other third parties to resolve complex issues with non-enterprise applications. Identifies customer needs and offers guidance and solutions to resolve technological issues that meet or exceed customer expectations.

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.

• 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 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.

• Ensures the timely resolution of customer 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 advanced troubleshooting techniques and skill sets. 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, provides updates at regular intervals on the progress of the ticket, and verifies the issue was resolved before closing out the ticket.

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.

• Conducts testing and diagnostic assessments on diverse hardware equipment, including but not limited to, desktops, laptops, monitors, printers, scanners, other peripherals, and internal componentry. Gathers data, collaborates, and provides input when evaluating, testing, and implementing newly acquired equipment or software. Reports findings to hardware manufacturers for additional troubleshooting when necessary. Takes recommendations to customers based on the results of such evaluations.

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 in providing 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 & Experience Substitution:

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

077-Enterprise Technology Services - Customer Support

Clickhere (https://ai.wyo.gov/divisions/human-resources/consultative-services/compensation/pay-tables-salary-averages) 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 (https://ai.wyo.gov/for-job-seekers) to learn more!