Open Until Filled GENERAL DESCRIPTION: This position provides technical support, with some guidance, technical expertise, customer satisfaction, and timeliness to assigned State agencies. The Computer Technology Support Specialist III 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 both internally and for State agencies. 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. Human Resource Contact: Jennifer Erickson / 307-275-5114 / Jennifer.Ericksonwyo.gov ESSENTIAL FUNCTIONS: Perform Tier 2 device troubleshooting, efficiently resolving critical issues with State-issued hardware devices, covering cell phones, computers, printers, and other peripherals. Provide comprehensive support for State agencies, addressing both agency-specific and Enterprise software. Collaborate closely with lower-classified technicians, facilitating cross-training sessions to build combined expertise with a focus on teamwork, collaboration, and cooperation. Manage accounts for directory services for assigned agencies, encompassing user account creation, group creation and modifications, support policy enforcement, and end-user support for all statewide agencies. Evaluate, test, and implement newly acquired equipment or software while collaborating within a team to execute specialized projects. Contribute collaboratively to the development and enforcement of policies for logging, reporting, and proactively monitoring PC performance. Participate in the resolution of network connectivity issues by applying troubleshooting techniques and, when necessary, escalate complex problems to higher-tier support. PREFERENCES: Preference may be given to those with experience in Automation&Scripting Skills. Preference may be given to those with experience in Desktop Support. Preference may be given to those with experience in Customer Service. KNOWLEDGE: Thorough knowledge and understanding of desktop operating systems. Knowledge of Active Directory, with emphasis on security and distribution groups, group policy, permissions, file security, and scripts. Knowledge of IP, active directory, and network protocols. Ability to understand and follow applicable policies and regulations, demonstrate strong written and verbal communication skills and stay current on current and emerging technologies. Ability to troubleshoot user’s problems over the phone and remotely resolve I.T.-related issues. Ability to identify and research technical issues beyond their skill set, and apply them successfully to resolve any user issues. MINIMUM QUALIFICATIONS: Education: Bachelor's Degree (typically in Computer Technology) Experience: 0-2 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist II OR Education&Experience Substitution: 3-5 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist II Certificates, Licenses, Registrations: None PHYSICAL WORKING CONDITIONS: Typical office setting NOTES: FLSA: Non-Exempt The successful candidate must pass a background check The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities. J-18808-Ljbffr