STATE OF WYOMING

invites applications for the position of:

CTSU07-2022-04876-Computer
Technology Support Specialist I - Southeast Wyoming

• Please apply at: https://www.governmentjobs.com/careers/wyoming/jobs/3799622/ctsu07-2022-04876-computer-technology-support-specialist-i-southeast-wyoming

SALARY: $21.11 - $21.83 Hourly
$3,659.07 - $3,783.87 Monthly

LOCATION: Laramie

OPENING DATE: 11/18/22

CLOSING DATE: Continuous

DESCRIPTION AND FUNCTIONS:

Open Until Filled

GENERAL DESCRIPTION:

This position provides technical support and initial contact for internal and external customers under minimal supervision with a degree of technical expertise, customer satisfaction, and timeliness to assigned State agencies, with primary responsibility to Wyoming Department of Transportation (WYDOT), within the Southeastern Region, to include but not limited to, Laramie, Rawlins, Saratoga, Baggs, Medicine Bow, Elk Mountain, Arlington, and Pine Bluffs. This position is responsible for the initial input of issues in the incident tracking system, which will allow for monitoring of incidents from identification to resolution. This position coordinates as necessary across multiple support groups to ensure resolution of all issues reported. This position assists other levels of technical support at ServiceDesk. This position is responsible for performing routine checks of open items and initiating escalation when needed to ensure timely service delivery. This position works in a daily work environment to provide troubleshooting and problem resolution for desktops, software, printers, wireless mobile devices, and work with higher level technicians to complete projects. This position will install, upgrade, and maintain computer workstation hardware, peripherals, and associated software; manage and execute installation upgrades and system patches. This position will work with an established team whose supervisor is based in Laramie and will be responsible for travel in the southeast area of the state for Primarily WYDOT District 1 locations and other State agencies. This position assists with and provides support/troubleshooting for server hardware and sets up, maintains, and removes user directory accounts. This position must have the ability to make quick decisions that are consistent with State and ETS goals.

Human Resource Contact: Jennifer Erickson / 307-275-5114 /

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

• Under minimum supervision performs computer troubleshooting to diagnose system, desktop and other peripherals problems; analyzes hardware and software functionality; identifies, locates, resolves, and repairs problems according to IT standards, guidelines, and procedures; documents call records and results.
• Provide high quality customer service for Field Services and State agencies within the region. Conducts password resets, user changes, moves and additional functions that continue to evolve and grow in scope and complexity aimed toward State consolidation. The ever-changing nature of technology requires that this position remain up to date on new technologies or changes implemented. Performs preventive maintenance and upgrades for computer operating systems, standard software, and hardware.
• Troubleshoots network connectivity issues and escalates problems that cannot be appropriately resolved by the assigned technician.
• Works within a team to complete special projects such as State agency migrations, equipment replacement, agency moves and mass operating system upgrades. Also coordinate with vendors as necessary.
• Perform routine checks of open items and initiate escalation when needed to ensure timely service delivery.
• Participate on teams that manage, or manage alone, servers and services, such as Ivanti, that support statewide field activities. Participate on ETS teams. Represent FS and customer needs and goals.
• Coordination and deployment of WYDOT TRP for Region 2

QUALIFICATIONS:

PREFERENCES:

• Preference may be given to those with help desk, IT services, networking, and server maintenance experience.
• Preference may be given to those with customer service, verbal and written communication skills.
• Preference may be given to those with experience in Local Area Network (LAN) and Wide Area Network (WAN).
• Preference may be given to those with experience with Microsoft and Mac Operating Systems (OS) applications and troubleshooting
• Preference may be given to those with Dell and/or HP Certifications.

KNOWLEDGE:

• Resolve help desk tickets or forward them to higher level support when unable to resolve the issue.
• Provide superior customer service.
• Work independently.
• Troubleshoot user’s problems over the phone and remotely fix computer problems.
• Responsible for repairing problems with all computers or coordinating repair of computer equipment with the appropriate vendor.
• Perform updates and maintenance on software.
• Assist users with basic application support.
• Give advice on upgrades and new equipment purchases. Then install upgrades, which include configuring, installation and transfer of software.
• Stay current on the latest information on all computer related equipment.
• Provide training to users on network procedures, computer policies, operating systems, and applications.
• Submit and follow-up on service calls.
• Assist users with problems beyond their knowledge, experience and/or expertise including installations and upgrades of hardware and software, troubleshooting problems, and implementing solutions at the workstation level.

MINIMUM QUALIFICATIONS:

Education:
Bachelor's Degree (typically in Computer Technology)

Experience:
0-1 year of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Technician

OR

Education & Experience Substitution:
3-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Technician

Certificates, Licenses, Registrations:
None

NECESSARY SPECIAL REQUIREMENTS:

PHYSICAL WORKING CONDITIONS:

• Must possess a valid driver's license.
• Must be available to travel within an assigned geographical region, with occasional overnight stays.
• Must be able to lift 50 lbs.

NOTES:

• FLSA: Non-exempt
• The successful candidate must pass a background check

SUPPLEMENTAL INFORMATION:

077-Department of Enterprise Technology Services - Customer Support

Click here to view the State of Wyoming Classification and Pay Structure.

URL: http://agency.governmentjobs.com/wyoming/default.cfm

The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities.

Class Specifications are subject to change, please refer to the A & I HRD Website to ensure that you have the most recent version.

A complete listing of the State of Wyoming Classification and Class Code #CTSU07
Pay Structure can be viewed Job # 2022-04876 at http://agency.governmentjobs.com/wyoming/default.cfm. CTSU07-2022-04876-COMPUTER TECHNOLOGY SUPPORT SPECIALIST I-SOUTHEAST WYOMING

The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities. No notice of eligibility will be sent to applicants who meet the minimum qualifications.

Job Type: Full-time

Pay: $21.11 - $21.83 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

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