Support Technologist III 2026-01736

The Computer Technology Support Specialist III is the first point of contact for customers experiencing technical issues.   This position provides technical support to all State agencies, demonstrating a degree of technical expertise, timeliness, and customer satisfaction with minimal supervision. This position works in a team environment to provide Tier I technical assistance and support for state-issued software, desktops, laptops, printers, VoIP-enabled devices, and wireless mobile devices. This position works with higher-level technicians to complete agency initiatives and projects. This position manages user accounts, including account provisioning, modification, and suspensions following established policies and procedures and assists in the training of lower-level technicians.

Working for the State of Wyoming offers more than a paycheck. Our total compensation package includes:

• Comprehensive health, dental, and vision insurance

• Paid vacation, sick leave, FMLA, and holidays

• Retirement - Pension and 457B plans that help you build a secure future

• Flexible schedules and work-life balance options

• Meaningful work that makes a difference for Wyoming communities

and MUCH MORE! Click here for detailed information, or you can watch this short video to learn about our benefit package!

Want to see the full value of your compensation beyond salary?

• Under close supervision, provides Tier I 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 II 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 contributes 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 utilizing soft skills, including communication, self-awareness, emotional intelligence, persuasion, adaptability, problem-solving, and teamwork. Actively listens to and asks probing and clarifying questions of customers, peers, and management 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, peers, management, and other stakeholders on complex issues to find solutions that meet customer needs.  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 and employs appropriate questions and input to enhance engagement, communication, and support from the team. Acts as a role model for fostering a positive and dynamic workplace.  Assists in the training of new and junior technicians.  Seeks and considers ideas from those reluctant to express their points of view. Anticipates and recognizes unspoken concerns to build rapport with customers and team members through listening and discussion while encouraging, empowering, and motivating others.  Considerate of others’ ideas and is willing to be flexible in their contributions to the team.  Acknowledges and celebrates the successes of teammates through praise and recognition.
• Contributes collaboratively to the development and enforcement of policies for logging, reporting, and troubleshooting supported technologies. 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.  Asks appropriate questions to gather information effectively to contribute to the overall health of the knowledge base.  Share 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.  Collaborates closely with team leaders and peers to disseminate acquired knowledge and participates in cross-training sessions to develop collective expertise. Actively contributes to the sharing of pertinent information derived from skill set advancements.
• Perform 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 commitment to achieving shared goals, and performing these additional duties and tasks with a high level of professionalism, even when working outside their typical assignments, to ensure success.

PREFERENCES: 


Preference may be given to candidates with experience providing end-user technical support, including phone-based or remote IT support in a call center or customer service environment; strong customer service skills gained through public- or client-facing roles; experience managing user accounts, roles, and system permissions; and experience using enterprise IT Service Management (ITSM) ticketing systems for incident logging, ticket prioritization, and outage management.


KNOWLEDGE:

• Knowledge of foundational customer service principles and best practices for delivering high-quality user support.
• Knowledge of professional phone etiquette and communication techniques for managing diverse customer interactions.
• Knowledge of remote IT troubleshooting methodologies and tools used to resolve end-user technical issues.
• Knowledge of user account administration, including managing roles, system permissions, and access controls.
• Knowledge of enterprise ITSM frameworks, specifically incident cataloging, ticket prioritization, and outage management workflows.

PHYSICAL WORKING CONDITIONS:

 

• May work evenings or weekends to meet deadlines or solve problems.
• Occasional travel to different locations within the State to assist other technicians.
• Must be able to lift up to 50 lbs. 

• FLSA: Non-Exempt 
• Successful candidate must complete a background check. 

Click here to view the State of Wyoming Total Compensation Calculator.

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.