Support Technologist III

Open Until Filled

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.

• 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

You can watch a short video to learn about our benefit package.

• 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.…