Support Technologist II 2025-02885

• Under close supervision, provides Tier 1 remote troubleshooting support for customers experiencing software and hardware issues. Efficiently resolves issues with State-issued hardware devices, including but not limited to desktops, laptops, printers, peripherals, VoIP-enabled devices, wireless mobile devices, and user login issues. Provides first-call resolution by troubleshooting, analyzing, and diagnosing hardware and software problems according to industry best practices and ETS standards, guidelines, and procedures. Documents customer interactions, findings, and results through the ETS ticket management system. Escalates tickets to Tier 2 support teams as needed to resolve the issue.
• Adheres to ITSM best practices when managing incidents and service requests. Asks appropriate questions to gather information effectively and contribute to the ticket to aid in troubleshooting and resolution efforts. Logs all interactions and resolutions accurately within the ticketing system and escalates to the next tier when necessary. Ensures and maintains regular communication of information with customers, peers, and management to keep stakeholders informed on the progress of the issue.
• Consistently interacts professionally with customers by actively listening to and asking probing and clarifying questions of customers to assess problems and resolve issues. Acts with courtesy, empathy, and respect toward customers, peers, and management and executes followership skills. Focuses on the end result to deliver customer value through the timely delivery of services.
• Performs account management duties, including user account provisioning, modification, and suspension, as well as support for groups and resource calendars. Maintains confidentiality of sensitive information and adheres to established policies and procedures, including those additionally required by specific agencies. Fulfills services within established service level expectations. Offers informed recommendations to agencies concerning the security and availability of account resources based on ETS established policies and procedures.
• Collaborates closely with customers and peers on issues to find solutions that meet customer needs. Escalates more complex issues to senior-level technicians and management as needed. Communicates and shares information regularly based on work needs, individual requirements, management directives, and other specific situations. Actively listens, asks clarifying questions, and summarizes input to verify understanding to engage and communicate with the team. Contributes to fostering a positive and dynamic workplace.
• Compiles information and experience to create and contribute to new knowledge base articles and standard operating procedures in precise detail. Maintains existing documentation to keep up with current technologies and solutions. Ask appropriate questions to gather information effectively to contribute to the overall health of the knowledge base. Shares information with team members and customers in predefined common locations.
• Proactively cultivates and invests in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software. Embraces a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrates a commitment to enhancing skills and knowledge. Fosters a proactive stance towards emerging technologies. Seeks opportunities for cross-training sessions to build combined expertise, and sharing of relevant knowledge and information.
• Performs responsibilities and tasks that go beyond the primary job functions, requiring individuals to manage diverse assignments aimed at enhancing the overall success of the team and organization. This necessitates demonstrating flexibility and unwavering commitment to achieving shared goals. Additionally, individuals are expected to execute these additional duties and tasks with a high level of professionalism, even when working outside their typical assignments, to ensure success in these supplementary tasks.

• Proven experience as a help desk technician or other IT specific customer support role. 

• Working knowledge of Google Applications, Account Management, and current hardware and software technologies. 

• Ability to diagnose, manage and communicate complex IT issues with appropriate internal and external stakeholders to ensure quick and efficient resolution for customers. 

• Keen attention to detail, memory of patterns and interest in problem solving. 

• Strong ability to effectively manage multiple tasks simultaneously. 

• Exceptional customer service, including the ability to exercise good judgment and self-control, maintaining a professional temperament during challenging interactions. 

  
  
  
  

  
  

• FLSA: Non-exempt
• Successful candidate must pass a background check

Click here to view the State of Wyoming Classification and Pay Structure.

URL: http://agency.governmentjobs.com/wyoming/default.cfm

The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities.