Computer Technology Support Analyst

Computer Technology Support Analyst

Open Until Filled

General Description:

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:

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

• 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. Serves as an SME for troubleshooting agency-specific software. Applies advanced troubleshooting techniques, identifies recurring patterns and root causes, and determines appropriate resolution strategies. Escalates issues requiring specialized engineering or elevated access to Tier III support with comprehensive analysis, documentation, and recommended next steps.
• 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. Works with agencies to address issues with both agency-specific and Enterprise software and demonstrates a thorough understanding of agency operations. As an Agency SME, provides customers with avenues of support for agency-specific software when internal ETS resources are unavailable, such as working with vendors, contractors, manufacturers, and other third parties to resolve complex issues with non-enterprise applications.
  
  Coordinates onsite support activities, adapts service delivery to agency operational needs, and offers guidance and solutions to resolve technological issues that meet or exceed customer expectations.
• 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. Implements corrective actions, coordinates escalation as appropriate, and documents findings and outcomes. Utilizes SME knowledge to identify when agency-specific environmental factors contribute to hardware or software conflicts.
  
  Works with hardware manufacturers, vendors, and other third parties for additional troubleshooting when necessary. Conducts proof-of-concept or proof-of-value evaluations on emerging and innovative technologies. Gathers data, collaborates, and provides SME level input when evaluating, testing, and implementing newly acquired equipment or software. Takes recommendations and feedback to management and/or customers based on the results of such evaluations.
• Executes specialized projects like State agency migrations, agency relocations, and hardware and software upgrades. Anticipates and adapts to advanced responsibilities aligned with advanced positions. Instructs, guides, and trains junior technicians on ITSM and endpoint management software, diagnostic tools, logs, root-cause analysis, and optimized problem-solving. Fosters a growth mentality and encourages junior technicians to take on more challenging and complex issues.
• Leads and executes endpoint imaging, configuration, deployment, and replacement…