Computer Technology Support Analyst

The Computer Technology Support Analyst serves as a senior technical resource, providing advanced Tier II technical support to ensure customer satisfaction and timeliness to customers located in their assigned agency. The position serves as a Subject Matter Expert (SME) to provide technical expertise in troubleshooting information systems, determining the best course of action, and identifying the resources required to restore optimal performance. This role supports the stability, security, and availability of state technology services by diagnosing and resolving advanced and complex technical issues and by managing incidents and service requests through established IT Service Management (ITSM) processes, leveraging increased technical proficiency, judgment, and problem-solving skills. As an SME, this role assists junior technicians in hardware deployments and replacements in accordance with established procedures. This position works collaboratively with technical teams, escalates issues appropriately, and ensures accurate documentation and customer communication in accordance with state standards and policies. This position works with other senior technicians on complex problems and completes projects both internally and for State agencies.

Responsibilities

Provides senior-level Tier II technical support for customers experiencing complex issues within end-user computing environments; Serves as a Subject Matter Expert (SME) for troubleshooting agency-specific software; Delivers comprehensive service delivery including installation, configuration, maintenance, upgrades, and troubleshooting of State-issued workstations, laptops, mobile devices, printers, and peripherals; Conducts testing and diagnostic assessments on diverse hardware and resolves advanced hardware, software, and performance issues; Executes specialized projects like State agency migrations, relocations, and hardware/software upgrades; Leads and executes endpoint imaging, configuration, deployment, and replacement activities; Ensures timely resolution of customer issues via the ticketing system and adheres to ITSM best practices; Serves as a senior technical contributor on projects and operational initiatives; Collaborates with customers, peers, management, and stakeholders; Mentors and provides guidance to junior technicians; Proactively cultivates personal and professional growth through training and development

Requirements

Bachelor's Degree (typically in Computer Technology); 0-3 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist II; OR 4-6 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist II; 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; Knowledge of tools, standards, methods, best practices, and industry trends in enterprise-wide workstation imaging and deployment; Ability to understand and follow applicable policies and regulations; Strong written and verbal communication skills; Stay current on current and emerging technologies; Knowledge of using computer technologies and best practices to enhance departmental efficiencies; Resolve tier 2 tickets or forward to higher level support when unable to resolve; Provide superior customer service; Work independently; Troubleshoot users' problems over the phone and remotely; Responsible for repairing problems with all computers and/or coordinating repair of computer equipment with the appropriate vendor; Perform updates and maintenance on software; Assist users with basic application support; Ability to identify and research technical issues beyond their skill set; Install upgrades including configuration, installation, and transfer of software; Provide training to end users on computer policies and guidance on enterprise applications; Submit and follow up on service calls with vendors and/or agency staff; Ability to identify tech at risk and notify senior techs; Ability to teardown and rebuild physical computer equipment including motherboards, fans, hard drives, and power supplies; Ability to teardown and rebuild all ETS support printers; Ability to verify proper cabling and functionality; Ability to troubleshoot all ETS supported devices onsite; Ability to image and deploy all ETS supported devices; May work evenings or weekends; Ability to be on-call 24/7 one week per month; Occasional travel to different locations within the State; Physically lift 40 lbs consistently; Must be able to lift 50 lbs; Must pass a background check

Nice to have

Experience in troubleshooting and supporting PC images, applications, networking, hardware, and peripherals in the last 6 years; Experience in IT Asset Management, deployment and lifecycle within the past 6 years; Certifications in HP Maintainer, Dell Laptop and Desktop support, PC Imaging, Provisioning, or any other local PC or Microsoft Product support; Print Server & Print Management experience within the last 6 years; Experience in providing excellent IT customer service, task and time management, leading team projects, and knowledge or experience in ITIL within the past 6 years

Benefits

Comprehensive health, dental, and vision insurance; Paid vacation, sick leave, FMLA, and holidays; Retirement - Pension and 457B plans; Flexible schedules and work-life balance options; Meaningful work that makes a difference for Wyoming communities; Telework may be available with a telework approval process agreement