Support Technologist III Job at Wyoming Game and Fish Department (Cheyenne)

Job Description

This position provides technical support, with guidance, technical expertise, customer satisfaction, and timeliness to assigned State agencies. The Computer Technology Support Specialist III works in a team environment to provide Tier 2 direct software and hardware support for state issued desktops, laptops, printers, VoIP enabled devices, wireless mobile devices, and work with higher level technicians to complete projects. Troubleshoots information systems and determines the best course of action and resources required to return the system to optimum performance. Manages directory services for assigned agencies to include user account creation, modification, and adhering to agency specific policies.

Job Responsibility

Performs Tier 2 device troubleshooting to diagnose and assist with resolving difficult problems related to state-issued devices, hardware and software
Implements and trains other lower-level ETS technicians on specialized procedures and/or specialized technical testing equipment
Manage directory services for assigned agencies to include user account creation, modifications, and policy
Recommends, tests, and deploys newly acquired equipment or software
Works within a team to complete special projects such as State agency migrations, equipment replacement, agency moves, and mass operating system or enterprise application upgrades
Refers issues to the next service or tier level when problems occur that are beyond the skills of the technician
Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
Accurately documents instances of hardware failure, repair, installation, and removal
Assist in troubleshooting network connectivity issues and escalate problems when necessary
Resolve tier 2 tickets or forward them to higher-level support when unable to resolve the issue
Provide superior customer service
Troubleshoot users’ problems over the phone and remotely resolve IT-related issues
Responsible for repairing problems with all computers and/or coordinating repair of computer equipment with the appropriate vendor
Perform updates and maintenance on software
Assist users with basic application support
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 identify tech at risk and notify senior techs

Requirements

Bachelor's Degree (typically in Computer Technology)
0-2 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist I
OR 3-5 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist I in lieu of a degree
Thorough knowledge and understanding of desktop operating systems
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 enterprise-wide workstation imaging and deployment
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
Ability to identify and research technical issues beyond their skill set, and apply them successfully to resolve any user issues
Ability to tear down and rebuild physical computer equipment, including but not limited to motherboards, fans, 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, on-site, working directly with users at their location to resolve all issues
Ability to image and deploy all ETS-supported devices

Nice to have

Experience in troubleshooting and supporting Operating Systems, PC hardware, and Peripherals within the past 5 years
Experience with ServiceNow or similar ticket tracking systems
Experience with Unified Endpoint Management Systems or similar
Knowledge of ITIL principles
Experience in providing excellent customer service, team collaboration, team building, and time management skills
Entry-level experience in languages like PowerShell & Batch scripting or the administration of common tasks on endpoints
Experience in technology lifecycle refreshes and inventory management
Experience in TCP/IP and troubleshooting connection issues with network-attached devices such as IP phones and computers within the past 5 years
Experience managing, deploying, and updating network-attached printers within the past 5 years

What we offer

Comprehensive health, dental, and vision insurance
Paid vacation, sick leave, FMLA, and holidays
Retirement - Pension and 457B plans
Flexible schedules and work-life balance options

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Support Technologist III

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