Address
Form of workSalary : $5,636.80 - $6,262.53 Monthly
Location : Casper, WY
Job Type: Full Time
Remote Employment: Flexible/Hybrid
Job Number: 2023-02453
Department: 077-ETS - Customer Support
Opening Date: 12/20/2023
Description and Functions
Open Until Filled
GENERAL DESCRIPTION:
This position provides technical planning, consultation, engineering, design, implementation, training, and support to State agencies in and around the Central Region primarily the Casper and surrounding areas. This position leads and works with the team to complete technical projects to include consolidation of resources, migrations, PC refreshes, and installation of new hardware and software solutions. The Computer Technology Systems Technologist is distinguished from other technicians by the responsibility for assisting with lead work direction and guidance to other IT technical support staff to include CT 08s and 07s. This position performs service request and problem resolution assignments and participating in team problem-solving activities. This level requires an in-depth understanding of a wide variety of technologies and maintaining specific technical systems to effectively support customers and provide technical guidance to lower-level Technology Support employees.
Human Resource Contact: Jennifer Erickson / 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.
Qualifications
PREFERENCES:
Preference may be given to those with experience or technical proficiencies in hardware and software support to include; Microsoft, printers, and other peripherals.
Preference may be given to those with experience in Program/Project Management.
Preference may be given to those with experience in Help Desk Ticketing Systems and IT Customer Support.
Preference may be given to those with experience in leadership, mentoring, and training roles.
KNOWLEDGE:
MINIMUM QUALIFICATIONS:
Education:
Bachelor's Degree (typically in Computer Technology)
Experience:
Plus 2-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist III
OR
Education & Experience Substitution:
4-6 years of progressive work experience and/or relevant technical certifications (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist III
Certificates, Licenses, Registrations:
None
Necessary Special Requirements
PHYSICAL WORKING CONDITIONS:
NOTES:
Supplemental Information
077-Enterprise Technology Services - Information Technology Services - Customer Support
Click to view the State of Wyoming Classification and Pay Structure.
URL:
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 provides employees with a range of valuable benefits and offers a fulfilling career path. Employees enjoy comprehensive healthcare coverage, including medical, dental, and vision plans, ensuring their well-being and that of their families. Additionally, the state offers multiple retirement plans, which provide financial security and stability for employees once their career in public services comes to an end. the state recognizes the importance of personal time and offers generous paid time off and flexible arrangements, allowing employees to recharge, take care of personal matters, and maintain a healthy work-life integration.
There are many benefits to living and working in Wyoming. Beautiful country with wide-open spaces, clean air, great recreational activities, and no State income tax to mention a few!
to learn more!
01
(AA) Which of the following best describes your highest completed level of education to date or within the next three (3) months? (Transcripts may be required.)
02
(AA) Which of the following Quarter/Semester credit hours best describes your completed college education to date or within the next three (3) months? (Transcripts may be required.)
03
(CTSS09) Which of the following best describes your work experience in Computer Technology?Experience definition: (This experience includes, but may not be limited to, the following: any full time computer technology experience, (such as: helpdesk support, desktop support, etc.)
04
(AA) Describe your relevant experience below.
05
Please describe your experience or technical proficiencies in hardware and software support to include; Microsoft, printers, and other peripherals.
06
Please describe your experience in Program/Project Management.
07
Please describe your experience in Help Desk Ticketing Systems and IT Customer Support.
08
Please describe your experience in leadership, mentoring and training roles.
09
(A1) Where did you hear about this opportunity?
10
(A1) If you selected "Current State Employee" please provide the employee's first and last name, and include the department they work for, if known. This employee may be eligible for a Referral bonus.
11
(A) If you answered Other, please tell us where you heard about this opportunity.
12
(AA) VETERANS' PREFERENCE DISCLOSURE: PER WYOMING STATUTE, current employees of the State of Wyoming are not eligible for veterans' preference. If you are not a current employee of the State of Wyoming, to be eligible to receive veterans' preference you MUST have been a resident of the State of Wyoming for a period of one (1) year or more at any time prior to submitting this application. I have read and understand the veterans' preference disclosure.
13
(AA) VETERANS' PREFERENCE: If you are a war veteran as defined in section 101, Title 38, United States Code or are the surviving spouse of a war veteran who receives survivor benefits from the federal government based on the veteran's military service, and wish to claim veterans' preference, please attach the appropriate documentation substantiating your claim. Indicate below your appropriate veterans' preference status. By requesting veterans' preference, you are certifying that you meet the statutory requirements as described in the above disclosure.
14
(AA) Please be advised that an incomplete application WILL NOT be considered for employment. An attached resume' is not required and is not an acceptable substitution for a completed application. Some State of Wyoming agencies use E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities at https://www.uscis.gov/e-verify.I have read and understand the above statement.
Required Question
Location : Casper, WY
Job Type: Full Time
Remote Employment: Flexible/Hybrid
Job Number: 2023-02453
Department: 077-ETS - Customer Support
Opening Date: 12/20/2023
Description and Functions
Open Until Filled
GENERAL DESCRIPTION:
This position provides technical planning, consultation, engineering, design, implementation, training, and support to State agencies in and around the Central Region primarily the Casper and surrounding areas. This position leads and works with the team to complete technical projects to include consolidation of resources, migrations, PC refreshes, and installation of new hardware and software solutions. The Computer Technology Systems Technologist is distinguished from other technicians by the responsibility for assisting with lead work direction and guidance to other IT technical support staff to include CT 08s and 07s. This position performs service request and problem resolution assignments and participating in team problem-solving activities. This level requires an in-depth understanding of a wide variety of technologies and maintaining specific technical systems to effectively support customers and provide technical guidance to lower-level Technology Support employees.
Human Resource Contact: Jennifer Erickson / 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.
- Assists with work direction, assigns, coordinates, schedules, inspects, and participates in the work of other technical support staff engaged in performing problem diagnosis and resolution for customer's hardware, software, network, server and other related Information Technology problems. Handle escalated issues from junior team members, providing guidance on more complex problem resolution.
- Performs analytical, technical, and administrative work in the planning, design, and installation of new and existing technical systems; diagnoses and resolves problems in response to customer reported incidents; confers with agency personnel to help determine types of hardware and software required.
- Provides expertise on specific systems that they are the go-to person in the area of implementation, configuration, and support. Responds to the needs of agencies and staff; explains IT issues, deploys solutions, and follows up with customers to assure the stability and functionality of systems. Works with team members to resolve complex issues and escalates problems to the appropriate person or section when necessary.
- Lead for small to medium agency projects to include consolidation of resources, migrations, large PC refreshes and installation of new hardware and software solutions. Coordinates and communicates work activities with the agency, other ETS groups and assigns tasks to complete the project.
- Exercises independent judgement to analyze facts and solve work problems. Identify emerging trends and issues and make suggestions for technical modifications to solve current and prevent future problems.
Qualifications
PREFERENCES:
Preference may be given to those with experience or technical proficiencies in hardware and software support to include; Microsoft, printers, and other peripherals.
Preference may be given to those with experience in Program/Project Management.
Preference may be given to those with experience in Help Desk Ticketing Systems and IT Customer Support.
Preference may be given to those with experience in leadership, mentoring, and training roles.
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 the area of enterprise-wide workstation imaging and deployment.
- Knowledge of project life cycles, resources, and workload planning.
- Ability to facilitate and lead teams of people from different functional areas in work efforts that affect multiple projects. This includes directing others in problem and technical issue resolution.
- 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 I.T.-related issues.
- Responsible for repairing problems with all computers or coordinating the repair of computer equipment with the appropriate vendor.
- Perform updates and maintenance on the software.
- Assist users with basic application support.
- Ability to identify and research technical issues beyond their skill set, and apply them successfully to resolve any user issues
- Ability to identify tech at risk and work with all stakeholders to resolve risks. 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 tear down and rebuild physical computer equipment, including but not limited to motherboards, fans, and hard drives power supplies.
- Ability to tear down and rebuild all ETS support printers.
- Ability to verify proper cabling and functionality.
- Ability to troubleshoot all ETS-supported devices, onsite working directly with users at their location to resolve all issues.
- Ability to image and deploy all ETS-supported devices.
MINIMUM QUALIFICATIONS:
Education:
Bachelor's Degree (typically in Computer Technology)
Experience:
Plus 2-4 years of progressive work experience (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist III
OR
Education & Experience Substitution:
4-6 years of progressive work experience and/or relevant technical certifications (typically in Computer Technology) with acquired knowledge at the level of a Support Technologist III
Certificates, Licenses, Registrations:
None
Necessary Special Requirements
PHYSICAL WORKING CONDITIONS:
- Occasional travel required
- Must be able to lift 50 lbs.
NOTES:
- FLSA: Non-exempt
- The successful candidate must pass an extensive background check.
Supplemental Information
077-Enterprise Technology Services - Information Technology Services - Customer Support
Click to view the State of Wyoming Classification and Pay Structure.
URL:
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 provides employees with a range of valuable benefits and offers a fulfilling career path. Employees enjoy comprehensive healthcare coverage, including medical, dental, and vision plans, ensuring their well-being and that of their families. Additionally, the state offers multiple retirement plans, which provide financial security and stability for employees once their career in public services comes to an end. the state recognizes the importance of personal time and offers generous paid time off and flexible arrangements, allowing employees to recharge, take care of personal matters, and maintain a healthy work-life integration.
There are many benefits to living and working in Wyoming. Beautiful country with wide-open spaces, clean air, great recreational activities, and no State income tax to mention a few!
to learn more!
01
(AA) Which of the following best describes your highest completed level of education to date or within the next three (3) months? (Transcripts may be required.)
- High School Diploma/GED/or Equivalent
- Some college Coursework, No Degree Received
- Associate's Degree
- Associate's Degree and additional coursework
- Bachelor's Degree
- Bachelor's Degree and additional coursework
- Master's Degree
- Master's Degree and additional coursework
- Doctorate Degree
- Doctorate Degree and additional coursework
- None of the Above
02
(AA) Which of the following Quarter/Semester credit hours best describes your completed college education to date or within the next three (3) months? (Transcripts may be required.)
- 45+ Quarter hours/30+ Semester hours
- 90+ Quarter hours/60+ Semester hours
- 136+ Quarter hours/91+ Semester hours
- 180+ Quarter hours/120+ Semester hours
- 225+ Quarter hours/150+Semester hours
- N/A
03
(CTSS09) Which of the following best describes your work experience in Computer Technology?Experience definition: (This experience includes, but may not be limited to, the following: any full time computer technology experience, (such as: helpdesk support, desktop support, etc.)
- No relevant experience.
- Less than one (1) year of relevant experience.
- One (1) to less than three (3) years of relevant experience.
- Three (3) to less than four (4) years of relevant experience.
- Four (4) or more years of relevant experience.
04
(AA) Describe your relevant experience below.
05
Please describe your experience or technical proficiencies in hardware and software support to include; Microsoft, printers, and other peripherals.
06
Please describe your experience in Program/Project Management.
07
Please describe your experience in Help Desk Ticketing Systems and IT Customer Support.
08
Please describe your experience in leadership, mentoring and training roles.
09
(A1) Where did you hear about this opportunity?
- Government Jobs @www.governmentjobs.com/careers/wyoming
- Indeed
- Zip Recruiter
- Wyoming Workforce Center
- Other job sites (Wyoming at Work, Monster, etc.)
- Social Media (Facebook, Twitter, etc.)
- Newspaper/Newsletter Advertisement
- Career Fair
- Human Resources Division
- Friend or Acquaintance (Not State Employee)
- Current State Employee
- Other
10
(A1) If you selected "Current State Employee" please provide the employee's first and last name, and include the department they work for, if known. This employee may be eligible for a Referral bonus.
11
(A) If you answered Other, please tell us where you heard about this opportunity.
12
(AA) VETERANS' PREFERENCE DISCLOSURE: PER WYOMING STATUTE, current employees of the State of Wyoming are not eligible for veterans' preference. If you are not a current employee of the State of Wyoming, to be eligible to receive veterans' preference you MUST have been a resident of the State of Wyoming for a period of one (1) year or more at any time prior to submitting this application. I have read and understand the veterans' preference disclosure.
- Yes
- No
- I am not a veteran
13
(AA) VETERANS' PREFERENCE: If you are a war veteran as defined in section 101, Title 38, United States Code or are the surviving spouse of a war veteran who receives survivor benefits from the federal government based on the veteran's military service, and wish to claim veterans' preference, please attach the appropriate documentation substantiating your claim. Indicate below your appropriate veterans' preference status. By requesting veterans' preference, you are certifying that you meet the statutory requirements as described in the above disclosure.
- Current State Employee
- Veteran - DD214 Attached
- Disabled Veteran (10% or more) - DD214 and Veteran's Disability Determination Attached
- Surviving Spouse of a Deceased Veteran - DD214 and proof of Survivor Benefit Attached
- None of the above
14
(AA) Please be advised that an incomplete application WILL NOT be considered for employment. An attached resume' is not required and is not an acceptable substitution for a completed application. Some State of Wyoming agencies use E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities at https://www.uscis.gov/e-verify.I have read and understand the above statement.
- Yes
- No
Required Question
