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Support Technologist III

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Wyoming Game and Fish Department

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Location:
United States , Cheyenne

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

5147.99 USD / Month
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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

Additional Information:

Job Posted:
January 10, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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