Support Technologist IV

This position provides technical support, technical expertise, customer satisfaction, and timeliness to assigned State agencies.

The Computer Technology Support Specialist IV 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 technicians of various skill levels to complete projects both internally and for State agencies.

The position uses technical expertise to troubleshoot information systems and determine the best course of action and available resources needed 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. This position will use their technical experience and skills to guide and assist junior-level technicians.

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.

• Provides advanced Tier 2 support for customers experiencing complex issues that cannot be resolved at the Tier 1 level. Efficiently resolves or appropriately escalates critical issues with State-issued hardware devices, including but not limited to desktops, laptops, printers, peripherals, telephony, network switches, wireless devices, and agency-owned servers
• Provides comprehensive support to customers, addressing both agency-specific and Enterprise software, and demonstrates a thorough understanding of agency operations.
• 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. Identifies customer needs and offers guidance and solutions to resolve technological issues that meet or exceed customer expectations. Leverages knowledge and skill sets to work independently and makes decisions to diagnose and resolve complex problems, showcasing elevated responsibility and expertise to address intricate issues with a broad impact on overall system performance.
  
  Actively listens to and asks clarifying questions of customers, peers, and management to assess problems and resolve issues. Acts with courtesy, empathy, and respect to customers, peers, and management and executes followership skills.
• Provides guidance and assistance to junior technicians to increase their skill level and technical understanding. Fosters a growth mentality and encourages junior technicians to take on more challenging and complex issues. Focuses on the end result to deliver customer value through timely delivery of services. Advises junior technicians on best practices in ticket management, including next steps in troubleshooting issues, appropriate ticket assignments, ticket escalation, and proper customer follow-up.
• 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 while acting as a role model for fostering a positive and dynamic workplace.
• 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…