Support Technologist II 2025-02885 Print (https://www.governmentjobs.com/careers/wyoming/jobs/newprint/5154620) Apply  Support Technologist II 2025-02885 Salary $24.78 Hourly Location Cheyenne, WY Job Type Permanent Full-time Remote Employment Flexible/Hybrid Job Number 2025-02885 Department Wyoming Department of Enterprise Technology Services Division Enterprise Technology Services Opening Date 12/03/2025 Closing Date Continuous FLSA Non-Exempt Job Classification CTSS07 + Description + Benefits + Questions Description and Functions Open Until Filled GENERAL DESCRIPTION: This is an entry-level position that provides technical support to all State agencies, demonstrating a degree of technical knowledge, timeliness, and customer satisfaction under supervision. The Support Technologist II works in a team environment under close supervision to provide Tier 1 technical assistance and support for state-issued software, desktops, laptops, printers, VoIP-enabled devices, and wireless mobile devices. This position manages user accounts, including account provisioning, modification, and suspensions following established policies and procedures. Human Resource Contact: Jennifer Erickson / 307-275-1460 / Jennifer.Erickson1@wyo.gov 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 close supervision, provides Tier 1 remote troubleshooting support for customers experiencing software and hardware issues. Efficiently resolves issues with State-issued hardware devices, including but not limited to desktops, laptops, printers, peripherals, VoIP-enabled devices, wireless mobile devices, and user login issues. Provides first-call resolution by troubleshooting, analyzing, and diagnosing hardware and software problems according to industry best practices and ETS standards, guidelines, and procedures. Documents customer interactions, findings, and results through the ETS ticket management system. Escalates tickets to Tier 2 support teams as needed to resolve the issue. + Adheres to ITSM best practices when managing incidents and service requests. Asks appropriate questions to gather information effectively and contribute to the ticket to aid in troubleshooting and resolution efforts. Logs all interactions and resolutions accurately within the ticketing system and escalates to the next tier when necessary. Ensures and maintains regular communication of information with customers, peers, and management to keep stakeholders informed on the progress of the issue. + Consistently interacts professionally with customers by actively listening to and asking probing and clarifying questions of customers to assess problems and resolve issues. Acts with courtesy, empathy, and respect toward customers, peers, and management and executes followership skills. Focuses on the end result to deliver customer value through the timely delivery of services. + Performs account management duties, including user account provisioning, modification, and suspension, as well as support for groups and resource calendars. Maintains confidentiality of sensitive information and adheres to established policies and procedures, including those additionally required by specific agencies. Fulfills services within established service level expectations. Offers informed recommendations to agencies concerning the security and availability of account resources based on ETS established policies and procedures. + Collaborates closely with customers and peers on issues to find solutions that meet customer needs. Escalates more complex issues to senior-level technicians and management as needed. 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 to engage and communicate with the team. Contributes to fostering a positive and dynamic workplace. + Compiles information and experience to create and contribute to new knowledge base articles and standard operating procedures in precise detail. Maintains existing documentation to keep up with current technologies and solutions. Ask appropriate questions to gather information effectively to contribute to the overall health of the knowledge base. Shares information with team members and customers in predefined common locations. + Proactively cultivates and invests in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software. Embraces a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrates a commitment to enhancing skills and knowledge. Fosters a proactive stance towards emerging technologies. Seeks opportunities for cross-training sessions to build combined expertise, and sharing of relevant knowledge and information. + Performs responsibilities and tasks that go beyond the primary job functions, requiring individuals to manage diverse assignments aimed at enhancing the overall success of the team and organization. This necessitates demonstrating flexibility and unwavering commitment to achieving shared goals. Additionally, individuals are expected to execute these additional duties and tasks with a high level of professionalism, even when working outside their typical assignments, to ensure success in these supplementary tasks. Qualifications PREFERENCES: Preference may be given to those with IT Hardware, Software and System knowledge. Preference may be given to those with demonstrated experience in customer service. Preference may be given to candidates with experience in IT Help Desk Support or with experience in an IT Call Center. Preference may be given to candidates with experience in troubleshooting and resolving customer IT related issues remotely. Preference may be given to candidates with experience in Active Directory Account Management. Preference may be given to candidates with experience in Google Account Management. KNOWLEDGE: + Proven experience as a help desk technician or other IT specific customer support role. + Working knowledge of Google Applications, Account Management, and current hardware and software technologies. + Ability to diagnose, manage and communicate complex IT issues with appropriate internal and external stakeholders to ensure quick and efficient resolution for customers. + Keen attention to detail, memory of patterns and interest in problem solving. + Strong ability to effectively manage multiple tasks simultaneously. + Exceptional customer service, including the ability to exercise good judgment and self-control, maintaining a professional temperament during challenging interactions. 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 Support Technologist I OR Education & Experience Substitution: 3-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist I Certificates, Licenses, Registrations: None Necessary Special Requirements PHYSICAL WORKING CONDITIONS: + Typical office setting NOTES: + FLSA: Non-exempt + Successful candidate must pass a background check Supplemental Information Click here (https://ai.wyo.gov/divisions/human-resources/consultative-services/compensation/pay-tables-salary-averages) 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. Working for the State of Wyoming means more than a job — it’s a stable, rewarding career that lets you make a difference while enjoying a great quality of life. Employees enjoy: + Comprehensive health coverage– medical, dental, and vision plans for you and your family + Voluntary Benefits– including life insurance for you and family members, ambulance, pet insurance, short/long-term disability, flex spending and health savings accounts + Multiple retirement options– including the Wyoming Retirement System and a 457B account, helping you plan for long-term financial security + Generous paid leave and flexible schedules– vacation, sick leave, paid FMLA and 11 paid holidays each year + Public Service Loan Forgiveness eligibility– for those with qualifying student loans + Training and professional development– to support your career growth and advancement + Employee Assistance Program – Includes paid short-term counseling, legal, financial and work-life benefits and select employee discounts + Wellness Program – Earn paid time off and incentives by focusing on your personal health Know your full value. Your paycheck is only part of the picture. The State of Wyoming offers a Total Compensation Calculator that shows the full value of your salary plus benefits, so you can clearly see what your complete compensation package looks like. Explore your total compensation:https://compensationcalculator.wyo.gov/ WORKING FOR THE GREATEST STATE IN THE NATION - Wyoming offers a lifestyle you can’t find anywhere else — wide-open spaces, clean air, friendly communities, year-round recreation, andno state income tax. Click here for detailed information (https://ai.wyo.gov/for-job-seekers/benefit-information) or you can watch this short video to learn about our benefit package! (https://youtu.be/DxeKSDMAjcw?si=90XLWN-kJ1Y0EGfL) .