Location: Cheyenne,WY, USA
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 supervision. The Support Technologist II works in a team environment led by senior-level technologists 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 learns to manage user accounts, including account provisioning, modification, and suspensions following established policies and procedures.
Human Resource Contact: Jennifer Erickson / 307-###-#### /...@wyo.gov
ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function which may be performed in the job level.
* Under supervision, provides Tier 1 remote troubleshooting support for customers experiencing software and hardware issues. Learns to resolve 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. Assists in first-call resolution by troubleshooting, analyzing, and diagnosing hardware and software problems according to industry best practices and ETS standards, guidelines, and procedures. Learn to document 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 issue's progress.
* 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 and resolve problems. Acts with courtesy, empathy, and respect toward customers, peers, and management and executes followership skills. Focuses on the end result to deliver customer value through the timely delivery of services.
* Learn to perform 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 peers, management, customers, 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 team engagement, communication, and support. Contributes to fostering a positive and dynamic workplace. Acknowledges and celebrates the successes of teammates through praise and recognition.
* 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. Seeks opportunities for 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 desktops and peripherals.
Preference may be given to those with experience in excellent customer service skills.
Preference may be given to candidates with experience as IT Help Desk Support or with experience in an IT Call Center.
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:
* Occasional travel required around the State of Wyoming throughout the year, which may include overnight stays and weekends.
* Ability to lift 50 lbs.
NOTES:
* FLSA: Non-Exempt
* Successful candidate must pass an extensive background check
Supplemental Information
Clickhere to view the State of Wyoming Classification and Pay Structure.
URL:
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.