Support Technologist II

Open Until Filled

This is an entry-level position that provides technical support to all State agencies, demonstrating a degree of technical knowledge, timeliness, and customer satisfaction under supervision. The Support Technologist II works in a team environment under close supervision to provide Tier 1 technical assistance and support for state-issued software, desktops, laptops, printers, VoIP‑enabled devices, and wireless mobile devices. This position manages user accounts, including account provisioning, modification, and suspensions following established policies and procedures.

Human Resource Contact: Jennifer Erickson /  / Jennifer.

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• 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…