CTSS07-2023-01551-Support Technologist II-Cheyenne
Description and FunctionsOpen Until FilledGENERAL DESCRIPTIONAs an entry-level ETS Technology Support Technician, this position provides initial contact for internal and external customers under minimal supervision with a degree of technical expertise, customer satisfaction, and timeliness.
Excellent communication skills, adherence to strict policies, and technical experience are essential for a successful candidate in this position.
This position is responsible for the management of user accounts including creation, modification, and removal, following ETS policies and standards.
Additional responsibilities include accurately identifying and troubleshooting first-level / tier-one issues, including system login, accessibility, hardware, software, telecommunications, printing, and network connectivity issues.
This position coordinates as necessary across multiple support groups to ensure the resolution of all issues reported.
Human Resource Contact:
Jennifer Erickson / 307-275-5114 / email protected
Essential Functions:
The listed functions are illustrative only and are not intended to describe every function which may be performed in the job level.
Manage user account creation, modification, and removal following policy across various systems and applications.
Works with agency staff to determine, document, and streamline data access requirements for agency personnel.
Provides Tier I level support, including, but not limited to diagnosing, classifying, and escalating user issues and requests via multiple channels; logging and reporting interactions within the ticketing system; ensures a positive support experience for customers; and develops a good relationship and establishes trust with internal and external users by exhibiting a professional attitude and a welcoming approach.
During change, act systematically to respond to day-by-day operations needs and ensure appropriate routing and escalation to avoid service disruptions and maintain information security requirements.
Participate and provide collaborative input across the team, including opportunities for improvement, and potential solutions, as well as championing, training, and mentoring peers.
Develop help guides and knowledge base articles to encourage consistent support approaches across teams and self-service opportunities for end users.
QualificationsPREFERENCESPreference may be given to those with experience in troubleshooting and supporting PC desktops and peripherals.
Preference may be given to those with experience in excellent customer service skills.
Preference may be given to candidates with experience as IT Help Desk Support or with experience in an IT Call Center.
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 QUALIFICATIONSEducationBachelor's Degree (typically in Computer Technology)Experience0-1 year of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist IOREducation & Experience Substitution:
3-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist ICertificates, Licenses, Registrations:
None Necessary Special RequirementsPHYSICAL WORKING CONDITIONS Occasional travel required around the State of Wyoming throughout the year, which may include overnight stays and weekends.
Ability to lift 50 lbs.
NOTES FLSA:
Non-exempt Successful candidate must pass an extensive background check Supplemental Information077-Enterprise Technology Services - Customer SupportClick 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.
Recommended Skills Account Management Attention To Detail Call Centers Coaching And Mentoring Customer Satisfaction Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
Excellent communication skills, adherence to strict policies, and technical experience are essential for a successful candidate in this position.
This position is responsible for the management of user accounts including creation, modification, and removal, following ETS policies and standards.
Additional responsibilities include accurately identifying and troubleshooting first-level / tier-one issues, including system login, accessibility, hardware, software, telecommunications, printing, and network connectivity issues.
This position coordinates as necessary across multiple support groups to ensure the resolution of all issues reported.
Human Resource Contact:
Jennifer Erickson / 307-275-5114 / email protected
Essential Functions:
The listed functions are illustrative only and are not intended to describe every function which may be performed in the job level.
Manage user account creation, modification, and removal following policy across various systems and applications.
Works with agency staff to determine, document, and streamline data access requirements for agency personnel.
Provides Tier I level support, including, but not limited to diagnosing, classifying, and escalating user issues and requests via multiple channels; logging and reporting interactions within the ticketing system; ensures a positive support experience for customers; and develops a good relationship and establishes trust with internal and external users by exhibiting a professional attitude and a welcoming approach.
During change, act systematically to respond to day-by-day operations needs and ensure appropriate routing and escalation to avoid service disruptions and maintain information security requirements.
Participate and provide collaborative input across the team, including opportunities for improvement, and potential solutions, as well as championing, training, and mentoring peers.
Develop help guides and knowledge base articles to encourage consistent support approaches across teams and self-service opportunities for end users.
QualificationsPREFERENCESPreference may be given to those with experience in troubleshooting and supporting PC desktops and peripherals.
Preference may be given to those with experience in excellent customer service skills.
Preference may be given to candidates with experience as IT Help Desk Support or with experience in an IT Call Center.
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 QUALIFICATIONSEducationBachelor's Degree (typically in Computer Technology)Experience0-1 year of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist IOREducation & Experience Substitution:
3-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist ICertificates, Licenses, Registrations:
None Necessary Special RequirementsPHYSICAL WORKING CONDITIONS Occasional travel required around the State of Wyoming throughout the year, which may include overnight stays and weekends.
Ability to lift 50 lbs.
NOTES FLSA:
Non-exempt Successful candidate must pass an extensive background check Supplemental Information077-Enterprise Technology Services - Customer SupportClick 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.
Recommended Skills Account Management Attention To Detail Call Centers Coaching And Mentoring Customer Satisfaction Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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