Computer Technology Support Analyst

Computer Technology Support Analyst

Open Until Filled

The Computer Technology Support Analyst serves as a senior technical resource, providing advanced Tier II technical support to ensure customer satisfaction and timeliness to customers located in their assigned agency. The position serves as a Subject Matter Expert (SME) to provide technical expertise in troubleshooting information systems, determining the best course of action, and identifying the resources required to restore optimal performance.

This role supports the stability, security, and availability of state technology services by diagnosing and resolving advanced and complex technical issues and by managing incidents and service requests through established IT Service Management (ITSM) processes, leveraging increased technical proficiency, judgment, and problem-solving skills. As an SME, this role assists junior technicians in hardware deployments and replacements in accordance with established procedures.

This position works collaboratively with technical teams, escalates issues appropriately, and ensures accurate documentation and customer communication in accordance with state standards and policies. This position works with other senior technicians on complex problems and completes projects both internally and for State agencies.

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

Human Resources Contact:
Jennifer Erickson /  / Jennifer.

Erickson1

Essential Functions:

• Provides senior-level Tier II technical support for customers experiencing complex issues within the end-user computing environments by independently diagnosing, analyzing, and resolving complicated hardware, software, and peripheral issues.
• Delivers comprehensive service delivery across the agency, including installation, configuration, maintenance, upgrades, and troubleshooting of State-issued workstations, laptops, mobile devices, printers, public resource machines, conference center audio-visual devices, and peripherals.
• Conducts testing and diagnostic assessments on diverse hardware equipment and resolves advanced hardware, software, and performance issues by breaking down complex symptoms, analyzing interdependencies between devices, operating systems, applications, and identifying underlying technical causes.
• Executes specialized projects like State agency migrations, agency relocations, and hardware and software upgrades.
• Leads and executes endpoint imaging, configuration, deployment, and replacement activities using approved standard images, security baselines, and endpoint platforms.
• Ensures timely resolution of customer issues and delivery of services via the ticketing system. Adheres to ITSM best practices when managing incidents and service requests.
• Serves as a senior technical contributor on projects and complex operational initiatives, including device refresh programs, service delivery improvements, infrastructure upgrades, and cross-team problem resolution.
• Collaborates closely with customers, peers, management, and other stakeholders to address complex issues and deliver solutions that meet customer needs.
• 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.
• Demonstrates leadership, accountability, and professionalism by supporting the mission, values, and goals of the organization.
• Anticipates potential service or technology issues, adjusts priorities as conditions change, and promotes continuous improvement.
• Proactively cultivates and invests in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software.
• 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.

Preferences:

• Experience in providing customer service/support in an IT setting
• Experience in supporting and managing kiosk computers and kiosk software
• Experience with audio/visual, including meeting room hardware and software
• Experience in IT Asset Management, deployment, and lifecycle
• Experience in troubleshooting network/device/application issues
• Prior State of Wyoming government employment and experience

Knowledge:

• Thorough knowledge and understanding of desktop operating systems
• Work within multiple groups 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…