Location: Cheyenne,WY, USA
Description and Functions
Open Until Filled
GENERAL DESCRIPTION:
This senior lead position is a subject matter expert and provides technical planning, consultation, implementation, guidance, and recommendations to elected official offices primarily the Governor's Office, at all levels including Tier 2 troubleshooting which requires in-depth knowledge of agency business processes and technology needs. This includes problem resolution for state-issued desktops, laptops, VoIP-enabled devices, wireless mobile devices, printers, and audio/visual media equipment, as well as guidance on agency-specific software support. This position works independently and may lead and work with the team to complete large agency projects including consolidation of resources, migrations, PC refreshes, and installation of new hardware and software solutions. The Computer Technology Support Specialist V is distinguished from other technicians by the responsibility for providing lead work direction and guidance to other staff. Performs more complex work in providing technical assistance to system users for computer-related problems, in addition to performing service requests, problem resolution assignments, and participating in team and statewide problem-solving activities. This position requires an in-depth understanding of a wide variety of technologies to effectively support clients and provide technical guidance.
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 at the job level.
* Coordinates, schedules, inspects, and participates in the work and meetings required, working independently in performing problem diagnosis and resolution for customers. This includes hardware, software, assisting in network, server, or other related technical issues.
* Leads large Enterprise projects, including, but not limited to, consolidation of resources, migrations, large PC refreshes, IT contracts and RFPs, and installation of new hardware and software solutions. Coordinates and communicates work activities with affected agencies, and other ETS groups, and assigns tasks to stakeholders to complete projects. While managing multiple projects simultaneously prioritizes each project, task, and ticket based on the risk and urgency of the assignment.
* Research alternative technology solutions and recommend the best solutions that meet the needs of the agencies, with consideration to any budgetary restrictions, policy issues, and users with conflicting interests. Test new applications for compatibility with existing network applications. Plan installation, maintenance, and support of new applications. Research updates and fixes for applications, hardware, and operating systems. Exercises independent judgment to analyze facts and solve work problems.
* Serves as an active directory user account administrator. Works with agency staff to determine data access requirements for agency personnel. Creates, modifies, and manages user accounts, active directory groups, and group policies. Assist network and server teams when needed to troubleshoot complex issues.
* Provides on-the-job training and serves as an information resource for staff in resolving more difficult and complex problems. Develops and documents procedures and provides training to team members.
* Works directly with elected official's leadership teams to ensure the health and well-being of their IT infrastructure. Respond to the needs of agencies and staff; explain complex IT issues, deploy solutions, and follow up with customers to assure the stability and functionality of systems.
Qualifications
PREFERENCES:
Preference may be given to State of Wyoming - ETS employees.
Qualities with IT Program/Project Management experience and a proven record in handling complex IT projects may be preferred.
Preference may be given to those with desktop support experience (software, hardware, and peripherals).
Preference may be given to those with customer service in an IT setting.
Preference may be given to those with experience building and imaging computers for pc deployments.
Preference may be given to those with experience in active directory and group policy support.
Preference may be given to those with experience in network support.
Preference may be given to those with experience in server support.
Preference may be given to candidates with experience in leadership, mentoring and training roles.
KNOWLEDGE:
* Thorough knowledge and understanding of desk top operating systems.
* Work within multiple groups of ETS to assist in statewide trouble shooting.
* In-depth knowledge of Active Directory, with emphasis on security and distribution groups, group policy, permissions, file security, and scripts.
* Knowledge of IP, active directory, and network protocols.
* Knowledge of tools, standards, methods, best practices, and industry trends in the area of enterprise-wide workstation imaging and deployment. Knowledge of project life cycles, resource, and workload planning.
* Ability to facilitate and lead teams of people from different functional areas in work efforts that affect multiple projects. This includes directing others in problem and technical issue resolution. The ability to work well with teams that may have conflicting ideas and interests, resolve the conflicts, motivate the teams while using respect, courtesy, and tact.
* Ability to understand and follow applicable policies and regulations, demonstrate strong written and verbal communication skills, and stay current on current and emerging technologies.??
* Knowledge of using computer technologies and best practices to enhance the departmental efficiencies to better reach agency business goals.
* Resolve tier 2 tickets or forward them to higher level support when unable to resolve the issue.
* Provide superior customer service.
* Work independently.
* Trouble shoot user's problems over the phone and remotely resolve I.T. related issues.
* Responsible for repairing problems with all computers or coordinating repair of computer equipment with the appropriate vendor.
* Perform updates and maintenance on software.
* Assist users with basic application support.
* Ability to identify and research technical issues beyond their skill set and apply them successfully to resolve any user issues.
* Ability to identify tech at risk and work with all stakeholders to resolve risks.
* Install upgrades, including configuration, installation, and transfer of software.
* Provide training to end users on computer policies and guidance on enterprise applications.
* Submit and follow-up on service calls with vendors and/or agency staff.
* Ability to tear down and rebuild physical computer equipment including but not limited to motherboards, fans, and hard drives power supplies.
* Ability to tear down and rebuild all ETS support printers.
* Ability to verify proper cabling and functionality.
* Ability to troubleshoot all ETS supported devices, onsite working directly with users at their location to resolve all issues.
* Ability to image and deploy all ETS supported devices.
MINIMUM QUALIFICATIONS:
Education:
Bachelor's Degree (typically in Computer Technology)
Experience:
1-2 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist IV
OR
Education & ExperienceSubstitution:
4-6 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist IV
Certificates, Licenses, Registrations:
None
Necessary Special Requirements
PHYSICAL WORKING CONDITIONS:
* Occasional travel is required around the State of Wyoming throughout the year, which may include overnight stays and weekends.
* Ability to lift 50 pounds.
* Some projects may include work with the State of Wyoming Correctional and/or Health facilities.
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:
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