Job Description

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:

This position provides technical support, with minimal guidance, with a degree of technical expertise, customer satisfaction, and timeliness to assigned State agencies. The Computer Technology Support Specialist II works in a team environment to provide Tier 2 troubleshooting and problem resolution for state-issued desktops, laptops, software, printers, wireless mobile devices, VoIP enabled devices and works with higher-level technicians to complete projects.

Human Resource Contact: Jennifer Erickson, 307-275-5114,

ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function which may be performed at the job level.

• Under minimum supervision performs tier 2 device troubleshooting to diagnose the basic system and desktop and laptop problems; analyzes hardware and software functionality; identifies, locates, resolves, and repairs problems according to IT standards, guidelines, and procedures; documents call records and results
• Performs preventive maintenance and upgrades for computer operating systems, standard software, and hardware
• Tests, diagnoses, and repairs hardware components such as desktops, laptops, docks, VoIP-enabled devices, wireless mobile devices, monitors, printers, and scanners
• This position will install, upgrade and maintain computer workstation hardware, peripherals, and associated software; manage and execute installation upgrades and system patches. Assist with and provide support/troubleshooting for server hardware. Setup, maintain, and remove user directory accounts where necessary
• Works within a team to complete special projects such as State agency migrations, equipment replacement, agency moves, and mass operating system upgrades
• Refers issues to the next level when problems occur which are beyond the skills of the technician and tracks the problem until it has been resolved

Qualifications

PREFERENCES:

Preference will be given to those with experience in supporting and repairing desktop hardware and software

Preference will be given to those with experience in imaging and deploying systems

Preference will be given to those with experience supporting and repairing peripherals, printers, scanners, etc.

KNOWLEDGE:

• Resolve help desk tickets or forward them to higher-level support when unable to resolve the issue
• Provide superior customer service
• Work Independently
• Ability to troubleshoot all ETS-supported devices, onsite working directly with users at their location to fully resolve the issue
• Responsible for repairing problems with all computers and/or coordinating the 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 user issues
• Ability to identify tech at risk and notify senior techs
• Install upgrades, which include configuration, installation, and transfer of software
• Stay current on the latest information on all computer-related equipment
• Submit and follow up on service calls
• Ability to tear down and rebuild physical computer equipment including but not limited to motherboards, fans, hard drives, and power supplies
• Ability to tear down and rebuild all ETS support printers
• Ability to verify proper cabling and functionality
• Ability to image and deploy all ETS-supported devices

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:

• Alternate work schedules and shift work, including weekends and holidays, may be required

NOTES:

• FLSA: Non-Exempt
• The successful candidate must pass a background check.

Supplemental Information

077-ETS - Customer Support

Click 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.

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