Computer Technology Support Specialist II

Open Until Filled GENERAL DESCRIPTION

This is a direct bill position within ETS responsible for providing technical support and expertise to the Wyoming Law Enforcement Academy  (WLEA).

The Computer Technology Support Specialist Il 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 for the WLEA.

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.

• 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

and MUCH MORE!

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Explore our Total Compensation Calculator: compensation calculator.wyo.gov

Human Resources Contact:
Jennifer Erickson /  /

• Provide Tier 2 support for WLEA users experiencing issues that cannot be resolved at the Tier 1 level. Efficiently resolve critical issues with State-issued hardware devices, including but not limited to desktops, laptops, printers, and peripherals. Telephony, wireless devices, and agency-owned servers. Oversee the operation of the WLEA network, computer lab, building management software, and computer simulation equipment. Maintain the WLEA student lab and classrooms, keeping all hardware and software up-to-date and functional.
  
  Manage WLEA hardware and software inventories and work closely with ETS support teams on replacement schedules. Provide comprehensive support to customers, addressing both WLEA-specific and enterprise software, and demonstrate a thorough understanding of WLEA 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.
  
  Ensures and maintains regular communication of information with WLEA staff, customers, peers, and management to keep stakeholders informed on the progress of the issue.
• Collaborates closely with WLEA 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 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. Investigates and diagnoses 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…