Job Description

CTSU08-2021-00254-Computer Technology Support Specialist II-Cheyenne

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CTSU08-2021-00254-Computer Technology Support Specialist II-Cheyenne

Salary

$23.38 - $25.55 Hourly

Location

Cheyenne, WY

Job Type

Full Time

Department

077-ETS Information Services

Job Number

2021-00254

* Description

* Benefits

* Questions

Description and Functions

Open Until Filled

GENERAL DESCRIPTION:

This position provides tier 1 and 2 technical support with supplementary contact for State Employees and external contractors under minimal supervision with a degree of technical expertise, customer satisfaction, and timeliness to assigned State Agencies. The Computer Technology Support Specialist II works in a team environment to provide troubleshooting and problem resolution for desktops, laptops, software, printers, servers, networked hardware, wireless mobile devices, and higher-level technicians to complete projects. This position will upgrade and maintain computer workstation hardware, peripherals, and associated software and set up, maintain, and remove user directory accounts where necessary.

Responsible for some initial input of issues in the incident tracking system, which will allow for monitoring of incidents from identification to resolution. Assist other levels of technical support within the State of Wyoming. Responsible for performing a routine check of open items and initiate escalation when needed to ensure timely service delivery.

Human Resource Contact: Auri Fermelia auri.fermelia2@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 minimum supervision, it communicates with end-users, performs computer troubleshooting to diagnose the basic system and desktop problems; analyzes hardware and software functionality; identifies, locates, resolves, and repairs problems according to IT standards, guidelines, and procedures; documents work and results.

* Conducts Active Directory and Revenue Information Systems (RIS) password resets, user changes, moves, and additional functions in tier one and tier two information technology support that continues to evolve and grow in scope and complexity aimed toward State consolidation.

* Performs preventive maintenance and upgrades for computer operating systems, standard software, and hardware.

* Tests, diagnoses, and repairs hardware components such as desktops, laptops, monitors, printers, and scanners in person, over the phone, and remotely.

* Plans, images, configures, tests, coordinates, implements, tracks, and dispositions PC-based systems in large organizations in accordance with the annual State Technology Replacement program.

* Troubleshoots network and system connectivity issues and escalates problems that the assigned technician cannot appropriately resolve.

* Coordinates as necessary across support groups locally and statewide to ensure resolution of all issues reported.

* Supports Mainframe Databases and VMCF Print Queue. Assist with Revenue Information System connectivity and employee management for both State and County Employees.

Qualifications

PREFERENCES:

Preference may be given to those with experience in troubleshooting and supporting Operating Systems, PC hardware, and Peripherals (Including Windows 7, 10, Linux, Red Hat, Mac OS, motherboards, CPUs, RAM, interface cards, hard disks, and printers) in the last 10 years.

Preference may be given to those with experience in collaborating, planning, imaging (With applications & systems like Ivanti or Acronis), and deploying systems to large organizations within the last 5 years.

Preference may be given to those with current certifications in A+ CompTIA, Network+ CompTIA, HP Maintainer or Dell Laptop, and Desktop support.

Preference may be given to those with experience providing excellent customer service, team collaboration, and team building.

Preference may be given to those with experience troubleshooting Mainframe VMCF Print Queues, SYSM Employee configurations, and Bluezone Application Support.

KNOWLEDGE:

* Knowledge of common PC platforms and operating systems, including multiple versions of Windows (such as XP, 7, and Windows 10 for desktops and notebooks at a minimum), and Linux (especially major distributions including Red Hat, Debian, Ubuntu, and Mandrake), and Mac OS (recent OS X versions at a minimum).

* Knowledge of Active Directory User and Container Management, Mainframe Database & Revenue Information System.

* Knowledge of PC hardware, including motherboards, CPUs, RAM, interface cards, and hard disks.

* Knowledge of PC applications and common productivity applications such as email, graphics, Web browsers, and other everyday software components.

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 Computer Technology Support Specialist I

OR

Education & Experience Substitution:

3-5 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist I

Certificates, Licenses, Registrations:

None

Necessary Special Requirements

PHYSICAL WORKING CONDITIONS:

* May work evenings or weekends to meet deadlines or solve problems.

* Ability to be on-call 24/7 one week per month

* Occasional travel to different locations within the State to assist other technicians.

* Must be able to lift up to 50lbs

NOTES:

* FLSA: Non-exempt

* An updated resume and cover letter tailored to the scope of the job requirements is required to be considered for this position.

* Successful candidate must pass a background check.

Supplemental Information

077-ETS - Information Services.

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.

There are many benefits to living and working in Wyoming. Beautiful country with wide open spaces and clean air, great recreational opportunities, and no State income tax to mention a few! In addition, the State of Wyoming offers State employees a very generous benefit package. Please click here (https://ai.wyo.gov/divisions/human-resources/benefits) for more information on the State of Wyoming employee benefits*.

For additional information on living in the state of Wyoming please click here (http://www.wyo.gov/about-wyoming/wyoming-information) .