State of Wyoming
Support Technologist III 2026-00057
State of Wyoming, Cheyenne, Wyoming, United States, 82007
GENERAL DESCRIPTION
This position provides technical support with 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 software and hardware support for state‑issued desktops, laptops, printers, VoIP enabled devices, wireless mobile devices, and works with higher level technicians to complete projects. Troubleshoots information systems and determines the best course of action and resources required to return the system to optimum performance. Manages directory services for assigned agencies to include user account creation, modification, and adhering to agency specific policies. BENEFITS
Comprehensive health, dental, and vision insurance Paid vacation, sick leave, FMLA, and holidays Retirement – Pension and 457B plans that help you build a secure future Flexible schedules and work‑life balance options Meaningful work that makes a difference for Wyoming communities Want to see the full value of your compensation beyond salary? Explore our Total Compensation Calculator: compensationcalculator.wyo.gov ESSENTIAL FUNCTIONS
Performs Tier 2 device troubleshooting to diagnose and assist with resolving difficult problems related to state‑issued devices, hardware and software, to include desktops, printers, servers, mobile devices, and standard enterprise software and/or guidance on agency‑specific software. Gain an understanding of the agency’s operations to provide timely, effective and efficient support. Implements and trains other lower‑level ETS technicians on specialized procedures and/or specialized technical testing equipment. Manage directory services for assigned agencies to include user account creation, modifications, and policy. Provides end‑user support for all statewide agencies. Recommends, tests, and deploys newly acquired equipment or software. Works within a team to complete special projects such as State agency migrations, equipment replacement, agency moves, and mass operating system or enterprise application upgrades. Refers issues to the next service or tier level when problems occur that are beyond the skills of the technician. Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance. Accurately documents instances of hardware failure, repair, installation, and removal. Assist in troubleshooting network connectivity issues and escalates problems when necessary. PREFERENCES
Preference may be given to those with experience in troubleshooting and supporting Operating Systems, PC hardware, and Peripherals within the past 5 years. Preference may be given to those with experience with ServiceNow or similar ticket tracking systems. Preference may be given to those with experience with Unified Endpoint Management Systems or similar. Preference may be given to those with knowledge of ITIL principles. Preference may be given to those with experience in providing excellent customer service, team collaboration, team building, and time management skills. Preference may be given to those with entry‑level experience in languages like PowerShell & Batch scripting or the administration of common tasks on endpoints. Preference may be given to those with experience in technology lifecycle refreshes and inventory management. Preference may be given to those with experience in TCP/IP and troubleshooting connection issues with network‑attached devices such as IP phones and computers within the past 5 years. Preference may be given to those with experience managing, deploying, and updating network‑attached printers within the past 5 years. KNOWLEDGE
Thorough knowledge and understanding of desktop operating systems Work within multiple groups of ETS to assist in statewide troubleshooting 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, demonstrate strong written and verbal communication skills, and stay current on current and emerging technologies Knowledge of using computer technologies and best practices to enhance departmental efficiencies to better reach agency business goals Resolve tier 2 tickets or forward them to higher‑level support when unable to resolve the issue Provide superior customer service Work independently Troubleshoot users’ problems over the phone and remotely resolve IT‑related issues Repair problems with computers and coordinate repair of computer equipment with vendors Perform updates and maintenance on software Assist users with basic application support Identify and research technical issues beyond skill set, and apply them successfully to resolve any user issues 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 agency staff Identify tech at risk and notify senior techs Tear down and rebuild physical computer equipment, including motherboards, fans, hard drives, power supplies Tear down and rebuild ETS support printers Verify proper cabling and functionality Troubleshoot all ETS‑supported devices on‑site, working directly with users at their location to resolve all issues Image and deploy all ETS‑supported devices 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 3–5 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist I. PHYSICAL WORKING CONDITIONS
May work evenings or weekends to meet deadlines or solve problemsli> Occasional travel to different locations within the State to assist other technicians. Must be able to lift up to 50 lbs. NOTES
FLSA: Non‑Exempt. Successful candidate must complete a background check. Human Resource Contact: Jennifer Erickson / 307-275-1460 / Jennifer.Erickson1@wyo.gov #J-18808-Ljbffr
This position provides technical support with 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 software and hardware support for state‑issued desktops, laptops, printers, VoIP enabled devices, wireless mobile devices, and works with higher level technicians to complete projects. Troubleshoots information systems and determines the best course of action and resources required to return the system to optimum performance. Manages directory services for assigned agencies to include user account creation, modification, and adhering to agency specific policies. BENEFITS
Comprehensive health, dental, and vision insurance Paid vacation, sick leave, FMLA, and holidays Retirement – Pension and 457B plans that help you build a secure future Flexible schedules and work‑life balance options Meaningful work that makes a difference for Wyoming communities Want to see the full value of your compensation beyond salary? Explore our Total Compensation Calculator: compensationcalculator.wyo.gov ESSENTIAL FUNCTIONS
Performs Tier 2 device troubleshooting to diagnose and assist with resolving difficult problems related to state‑issued devices, hardware and software, to include desktops, printers, servers, mobile devices, and standard enterprise software and/or guidance on agency‑specific software. Gain an understanding of the agency’s operations to provide timely, effective and efficient support. Implements and trains other lower‑level ETS technicians on specialized procedures and/or specialized technical testing equipment. Manage directory services for assigned agencies to include user account creation, modifications, and policy. Provides end‑user support for all statewide agencies. Recommends, tests, and deploys newly acquired equipment or software. Works within a team to complete special projects such as State agency migrations, equipment replacement, agency moves, and mass operating system or enterprise application upgrades. Refers issues to the next service or tier level when problems occur that are beyond the skills of the technician. Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance. Accurately documents instances of hardware failure, repair, installation, and removal. Assist in troubleshooting network connectivity issues and escalates problems when necessary. PREFERENCES
Preference may be given to those with experience in troubleshooting and supporting Operating Systems, PC hardware, and Peripherals within the past 5 years. Preference may be given to those with experience with ServiceNow or similar ticket tracking systems. Preference may be given to those with experience with Unified Endpoint Management Systems or similar. Preference may be given to those with knowledge of ITIL principles. Preference may be given to those with experience in providing excellent customer service, team collaboration, team building, and time management skills. Preference may be given to those with entry‑level experience in languages like PowerShell & Batch scripting or the administration of common tasks on endpoints. Preference may be given to those with experience in technology lifecycle refreshes and inventory management. Preference may be given to those with experience in TCP/IP and troubleshooting connection issues with network‑attached devices such as IP phones and computers within the past 5 years. Preference may be given to those with experience managing, deploying, and updating network‑attached printers within the past 5 years. KNOWLEDGE
Thorough knowledge and understanding of desktop operating systems Work within multiple groups of ETS to assist in statewide troubleshooting 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, demonstrate strong written and verbal communication skills, and stay current on current and emerging technologies Knowledge of using computer technologies and best practices to enhance departmental efficiencies to better reach agency business goals Resolve tier 2 tickets or forward them to higher‑level support when unable to resolve the issue Provide superior customer service Work independently Troubleshoot users’ problems over the phone and remotely resolve IT‑related issues Repair problems with computers and coordinate repair of computer equipment with vendors Perform updates and maintenance on software Assist users with basic application support Identify and research technical issues beyond skill set, and apply them successfully to resolve any user issues 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 agency staff Identify tech at risk and notify senior techs Tear down and rebuild physical computer equipment, including motherboards, fans, hard drives, power supplies Tear down and rebuild ETS support printers Verify proper cabling and functionality Troubleshoot all ETS‑supported devices on‑site, working directly with users at their location to resolve all issues Image and deploy all ETS‑supported devices 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 3–5 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Computer Technology Support Specialist I. PHYSICAL WORKING CONDITIONS
May work evenings or weekends to meet deadlines or solve problemsli> Occasional travel to different locations within the State to assist other technicians. Must be able to lift up to 50 lbs. NOTES
FLSA: Non‑Exempt. Successful candidate must complete a background check. Human Resource Contact: Jennifer Erickson / 307-275-1460 / Jennifer.Erickson1@wyo.gov #J-18808-Ljbffr