Job Description

Description and Functions
Open Until Filled
GENERAL DESCRIPTION:
This role entails providing technical support and serving as a point of contact for both internal and external customers, demonstrating a high level of technical expertise, and ensuring customer satisfaction. The incumbent is responsible for promptly entering issues into the ITSM system, fostering thorough monitoring of service tickets from identification to resolution. Collaboration across support groups is essential to guarantee the successful resolution of all reported issues, extending support to other teams across the agency. The role also involves conducting routine checks on open service requests and initiating escalations when necessary to ensure the timely delivery of services. Operating in a troubleshooting and problem resolution capacity, the position covers desktops, laptops, software, printers, and wireless mobile devices, VoIP phones, and networking devices, and collaborating with subject matter experts on projects. Additionally, responsibilities encompass the installation, upgrade, and maintenance of computer workstation hardware, peripherals, and associated software. The role also involves managing and executing installation upgrades and system patches.
Human Resource Contact: Jennifer Erickson/307-275-1460
ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function that may be performed in the job level.

• Provide on-site support for the installation, configuration, and troubleshooting of computer hardware and software, addressing common issues related to desktops, laptops, peripherals, and other IT hardware. Collaborate with Network, Systems, and Firewall Teams to install and upgrade on-site network or server equipment. Analyze hardware and software functionality, identifying, locating, resolving, and repairing problems in accordance with IT standards, guidelines, and procedures. Document all work in the current ITSM system. Additionally, demonstrate an understanding of customers' business and expectations, showing genuine interest, anticipation, and timely responsiveness to customer needs. Provide direct support to end-users by resolving technical issues and offering fundamental guidance on IT systems.
• Deliver high-quality customer service to end-users by effectively communicating simple technical issues and providing fundamental guidance on IT systems. Perform various functions within the scope and complexity of Customer Support Services for both State agencies, including tasks such as password resets, user modifications, and additional responsibilities. Communicate information based on work requirements, individual needs, or management directives. Demonstrate active listening by asking clarifying questions and summarizing others' input to ensure understanding. Consistently ask appropriate questions to enhance communication and support. Additionally, maintain a professional demeanor by arriving at work on time, dressing appropriately, seeking advice from others when in doubt about proper conduct, acting with courtesy, and respecting customers and stakeholders. Adhere to rules, regulations, policies, procedures, and protocols.
• Conduct testing, diagnostic assessments, and repairs on a variety of hardware components such as desktops, laptops, monitors, printers, and scanners. Additionally, troubleshoot and resolve issues related to computer peripherals and other hardware devices to ensure optimal functionality and user satisfaction as part of the responsibilities of a customer support technician. In the decision-making process, gather data and seek input from others. Consider lessons learned from experience, take into account differing needs, and evaluate the impact of the decision on others.
• Manage Active Directory accounts, ensuring timely and efficient setup, maintenance, and removal. Additionally, provide support for higher-level technicians by assisting in the configuration and troubleshooting of account-related issues. Collaborate with internal IT teams to ensure system functionality and contribute to the overall optimization of Active Directory.
• Oversee daily tasks in a dynamic computing environment, addressing the operational needs of entry-level Customer Support Services IT Technicians. Ensure a timely response, proper routing, and escalation procedures to prevent service disruptions. Collaborate with higher-level technicians to facilitate high-level tasks related to change management, all while maintaining focus on foundational responsibilities such as troubleshooting, routine maintenance, and user support. Employees are expected to demonstrate proficiency in both leadership and followership skills. This entails creating a positive work environment, motivating all staff to excel, serving as a role model, and fostering an inclusive workplace that embraces diversity. and contributes to the overall work environment.
• Stay current on evolving technologies and changes, ensuring the position is up to date. Perform preventive maintenance and upgrades for computer operating systems, standard software, and hardware to meet the dynamic demands of State consolidation.

Qualifications
PREFERENCES:
Preference may be given to those candidates with experience in customer support.
Preference may be given to those candidates with experience in desktop support.
Preference may be given to those candidates with experience in project management.
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)
OR
Education & Experience Substitution:
3-4 years of progressive work experience (typically in Computer Technology)
Certificates, Licenses, Registrations:
None
Necessary Special Requirements
PHYSICAL WORKING CONDITIONS:

• Must possess a valid driver's license.
• Must be available to travel within the assigned geographical region, with occasional overnight stays.
• Ability to lift 50 lbs.

NOTES:

• FLSA: Non-Exempt
• 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.
Working for the State of Wyoming means more than a job - it's a stable, rewarding career that lets you make a difference while enjoying a great quality of life.
Employees enjoy:

• Comprehensive health coverage - medical, dental, and vision plans for you and your family
• Voluntary Benefits - including life insurance for you and family members, ambulance, pet insurance, short/long-term disability, flex spending and health savings accounts
• Multiple retirement options - including the Wyoming Retirement System and a 457B account, helping you plan for long-term financial security
• Generous paid leave and flexible schedules - vacation, sick leave, paid FMLA and 11 paid holidays each year
• Public Service Loan Forgiveness eligibility - for those with qualifying student loans
• Training and professional development - to support your career growth and advancement
• Employee Assistance Program - Includes paid short-term counseling, legal, financial and work-life benefits and select employee discounts
• Wellness Program - Earn paid time off and incentives by focusing on your personal health
• WORKING FOR THE GREATEST STATE IN THE NATION - Wyoming offers a lifestyle you can't find anywhere else - wide-open spaces, clean air, friendly communities, year-round recreation, and no state income tax.

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Skills Required