Support specialist

Full job description

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:


This position provides technical support, with some 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 hardware and software support for state-issued desktops, laptops, printers, VoIP-enabled devices, and wireless mobile devices. This position works with higher-level technicians to complete projects both internally and for State agencies. The position uses technical expertise to troubleshoot information systems and determine the best course of action and resources required to return the system to optimum performance. The incumbent will assist in the troubleshooting of information systems, network, telephony, and firewall equipment with the guidance and oversight of specialized teams that have a narrow focus on these hardware components. The position will utilize ITSM best practices to track tickets, monitor workflow, and provide solutions in a timely manner to meet customer expectations and satisfaction.



Human Resource Contact: Jennifer Erickson / /



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

• Provide Tier 2 support for customers experiencing issues that cannot be resolved at the Tier 1 level. Efficiently resolves critical issues with State-issued hardware devices, including but not limited to desktops, laptops, printers, peripherals, telephony, network switches, wireless devices, and agency-owned servers. Provide comprehensive support to customers, addressing both agency-specific and Enterprise software, and demonstrate a thorough understanding of agency operations. Identify customer needs and offer guidance and solutions to resolve technological issues that meet or exceed customer expectations. Leverage knowledge and skill sets to work independently and make decisions to diagnose and resolve complex problems, showcasing elevated responsibility and expertise to address intricate issues with a broad impact on overall system performance. Actively listen to and ask clarifying questions of customers, peers, and management to assess problems and resolve issues. Acts with courtesy, empathy and respect to customers, peers, and management and executes followership skills. Focuses on the end result to deliver customer value through the timely delivery of services. Ensures and maintains regular communication of information with customers, peers, and management to keep stakeholders informed on the progress of the issue.
• Collaborates closely with customers, peers, management, and other stakeholders on complex issues to find solutions that meet customer needs. Communicate and share 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 employ appropriate questions and input to enhance engagement, communication, and support from the team. Seeks and considers ideas from those reluctant to express their points of view, anticipates and recognizes unspoken concerns, and builds rapport with customers and team members through listening and discussion while encouraging, empowering, and motivating others. Demonstrates consideration of others and is willing to be flexible in others’ contributions to the team. Acknowledges and celebrates the successes of teammates through praise and recognition.
• Ensures the timely resolution of issues and the delivery of services through the ticketing system. Adheres to ITSM best practices when managing incidents and service requests. Investigate and diagnose complex technical issues escalated from Tier 1 support, utilizing advanced troubleshooting techniques and skill sets. Logs all interactions and resolutions accurately within the ticketing system and escalates to the next tier when necessary. Regularly communicates with customers on their issues, providing updates at regular intervals on the progress of the ticket, and verifying the issue was resolved before closing out the ticket.
• Proactively cultivate and invest in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software. Embrace a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrate a commitment to enhancing skills and knowledge. Fostering a proactive stance towards emerging technologies. This includes leading by example to create and foster growth within the assigned team and agency by promoting continual learning. Facilitates cross-training sessions to build combined expertise, and sharing of relevant knowledge and information that was deduced from the advancement of their skill set.
• Conduct testing, diagnostic assessments, and repairs on diverse hardware equipment, including but not limited to, desktops, laptops, monitors, printers, scanners, other peripherals, and internal componentry. Evaluate, test, and implement newly acquired equipment or software within a collaborative team and make recommendations to customers based on the results of such evaluations. Execute specialized projects like State agency migrations, equipment replacements and refreshes, agency relocations, and large-scale operating system or enterprise application upgrades. Anticipates and adapts to advanced responsibilities aligned with advanced positions.
• Contributes collaboratively to the development and enforcement of policies for logging, reporting, and proactively monitoring PC performance. Compiles information and experience to create new knowledge base articles and standard operating procedures in precise detail, including but not limited to, hardware failure, repair, installation, configuration, and removal, ensuring a comprehensive and accurate documentation process. Maintains existing documentation to keep up with current technologies and solutions. Asks appropriate questions to gather information effectively and contribute to the overall communication and support. Share information with team members and customers in predefined common locations.
• 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 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.

Qualifications

PREFERENCES:


Preference may be given to those with experience in troubleshooting and supporting Operating Systems, PC hardware, and Peripherals
Preference may be given to those with experience in providing excellent customer service, team collaboration, team building, and time management skills.

KNOWLEDGE :

• Thorough knowledge and understanding of desktop operating systems.
• Work within multiple groups of ETS to assist in statewide troubleshooting.
• 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 the area of enterprise-wide workstation imaging and deployment.
• Ability to understand and follow applicable policies and regulations demonstrate strong written and verbal communication skills. Stay current on current and emerging technologies.
• Knowledge of using computer technologies and best practices to enhance departmental efficiencies to better reach agency business goals.
• Resolve tier 2 tickets or forward them to higher level support when unable to resolve the issue.
• Provide superior customer service.
• Work Independently.
• Troubleshoot users’ problems over the phone and remotely resolve I.T.-related issues.
• Responsible for repairing problems with all computers and/or coordinating the repair of computer equipment with the appropriate vendor.
• Perform updates and maintenance on the software.
• Assist users with basic application support.
• Ability to identify and research technical issues beyond their skill set, and apply them successfully to resolve any user issues.
• 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.
• Ability to tear down and rebuild physical computer equipment including but not limited to motherboards, fans, and 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, onsite working directly with users at their location to resolve all issues.
• Ability to image and deploy all ETS-supported devices.

MINIMUM QUALIFICATIONS:

Education:

Bachelor's Degree (typically in Computer Technology)

Experience:

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

Education & Experience Substitution:

3-5 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist I

Certificates, Licenses, Registrations:

None

Necessary Special Requirements

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.

NOTES:

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

Supplemental Information

Click here 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 provides employees with a range of valuable benefits and offers a fulfilling career path. Employees enjoy comprehensive healthcare coverage, including medical, dental, and vision plans, ensuring their well-being and that of their families. Additionally, the state offers multiple retirement plans, which provide financial security and stability for employees once their career in public services comes to an end. the state recognizes the importance of personal time and offers generous paid time off and flexible arrangements, allowing employees to recharge, take care of personal matters, and maintain a healthy work-life integration.


There are many benefits to living and working in Wyoming. Beautiful country with wide-open spaces, clean air, great recreational activities, and no State income tax to mention a few!


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