Computer Technology Support Specialist II 2026-02066

State of Wyoming; Wyoming; On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Comprehensive health, dental, and vis…

Paid vacation, sick leave, FMLA, and h

Retirement - Pension and 457B plans

Flexible schedules

Meaningful work for Wyoming

Job summary

State of Wyoming seeks a Computer Technology Support Specialist I to provide Tier 2 hardware and software support for the Wyoming Law Enforcement Academy. You will work in a collaborative team, troubleshoot desktops, laptops, printers, VoIP devices, and wireless gear, and help ensure system performance and uptime.

Responsibilities include maintaining labs, managing inventories, communicating with stakeholders, and following ITSM processes for incident handling.

Qualifications

• Tier 2 support for WLEA users and escalated issues.
• Troubleshoot desktops, laptops, printers, and peripherals.
• Maintain inventories and coordinate with ETS teams.
• Communicate updates to stakeholders and track tickets.
• Adhere to ITSM practices in incident management.
• Pursue ongoing technical training.

Responsibilities

• Provide Tier 2 support for hardware and software issues within the WLEA environment.
• Resolve complex IT issues and coordinate with specialized ETS teams.
• Log interactions and resolutions in the ticketing system and track progress.
• Maintain student labs, classrooms, and hardware inventories.
• Share knowledge and contribute to documentation and SOPs.

Skills

Tier 2 support

Hardware troubleshooting

Software troubleshooting

ITSM

Customer service

Tools

Active Directory

ITSM ticketing

Job description

General Description

This is a direct bill position within ETS responsible for providing technical support and expertise to the Wyoming Law Enforcement Academy (WLEA).

Description And Functions

Open Until Filled

These are a direct bill position within ETS responsible for providing technical support and expertise to the Wyoming Law Enforcement Academy (WLEA). The Computer Technology Support Specialist I works in a team environment to provide Tier 2 direct hardware and software support for state-issued desktops, laptops, printers, VoIP-enabled devices, and wireless mobile devices. This position works with higher-level technicians to complete projects for the WLEA. The position uses technical expertise to troubleshoot information systems and determine the best course of action and resources required to return the system to optimum performance. The incumbent will assist in the troubleshooting of information systems, network, telephony, and firewall equipment with the guidance and oversight of specialized teams that have a narrow focus on these hardware components. The position will utilize ITSM best practices to track tickets, monitor workflow, and provide solutions in a timely manner to meet customer expectations and satisfaction.

Benefits

Working for the State of Wyoming offers more than a paycheck. Our total compensation package includes:

• 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

and MUCH MORE!

Human Resources Contact: Jennifer Erickson / 307-275-1460 / [e-mail]

ESSENTIAL FUNCTIONS

• Provide Tier 2 support for WLEA users experiencing issues that cannot be resolved at the Tier 1 level. Efficiently resolve critical issues with State-issued hardware devices, including but not limited to desktops, laptops, printers, and peripherals. Telephony, wireless devices, and agency-owned servers. Oversee the operation of the WLEA network, computer lab, building management software, and computer simulation equipment. Maintain the WLEA student lab and classrooms, keeping all hardware and software up-to-date and functional. Manage WLEA hardware and software inventories and work closely with ETS support teams on replacement schedules. Provide comprehensive support to customers, addressing both WLEA-specific and enterprise software, and demonstrate a thorough understanding of WLEA operations. Identify customer needs and offer guidance and solutions to resolve technological issues that meet or exceed customer expectations. Leverage knowledge and skill sets to work independently and make decisions to diagnose and resolve complex problems, showcasing elevated responsibility and expertise to address intricate issues with a broad impact on overall system performance. Ensures and maintains regular communication of information with WLEA staff, customers, peers, and management to keep stakeholders informed on the progress of the issue.
• Collaborates closely with WLEA customers, peers, management, and other stakeholders on complex issues to find solutions that meet customer needs. Communicates and shares information regularly based on work needs, individual requirements, management directives, and other specific situations. Actively listens, asks clarifying questions, and summarizes input to verify understanding and employ appropriate questions and input to enhance engagement, communication, and support from the team. Seeks and considers ideas from those reluctant to express their points of view, anticipates and recognizes unspoken concerns, and builds rapport with customers and team members through listening and discussion while encouraging, empowering, and motivating others. Demonstrates consideration of others and is willing to be flexible in others' contributions to the team. Acknowledges and celebrates the successes of teammates through praise and recognition.
• Ensures the timely resolution of issues and the delivery of services through the ticketing system. Adheres to ITSM best practices when managing incidents and service requests. Investigates and diagnoses complex technical issues escalated from Tier 1 support, utilizing advanced troubleshooting techniques and skill sets. Logs all interactions and resolutions accurately within the ticketing system and escalates to the next tier when necessary. Regularly communicates with customers on their issues, providing updates at regular intervals on the progress of the ticket, and verifying the issue was resolved before closing out the ticket.
• Proactively cultivate and invest in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software. Embrace a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrate a commitment to enhancing skills and knowledge. Fostering a proactive stance towards emerging technologies. This includes leading by example to create and foster growth within the team and ETS by promoting continual learning. Facilitates cross-training sessions to build combined expertise and sharing of relevant knowledge and information that was deduced from the advancement of their skill set.
• Conduct testing, diagnostic assessments, and repairs on diverse hardware equipment, including but not limited to, desktops, laptops, monitors, printers, scanners, other peripherals, and internal componentry. Evaluate, test, and implement newly acquired equipment or software within a collaborative team and make recommendations to the WLEA based on the results of such evaluations. Execute specialized projects like software migrations, equipment replacements and refreshes, and large-scale operating system or enterprise application upgrades. Anticipates and adapts to advanced responsibilities aligned with advanced positions.
• Contributes collaboratively to the development and enforcement of policies for logging, reporting, and proactively monitoring PC performance. Compiles information and experience to create new knowledge base articles and standard operating procedures in precise detail, including but not limited to hardware failure, repair, installation, configuration, and removal, ensuring a comprehensive and accurate documentation process. Maintains existing documentation to keep up with current technologies and solutions. Asks appropriate questions to gather information effectively and contribute to the overall communication and support. Shares information with team members and customers in predefined common locations.
• Perform responsibilities and tasks that go beyond the primary job functions, requiring individuals to manage diverse assignments aimed at enhancing the overall success of the team and organization, including providing critical incident support for agencies not assigned to the team directly. This necessitates demonstrating flexibility and unwavering commitment to achieving shared goals. Additionally, individuals are expected to execute these additional duties and tasks with a high level of professionalism, even when working outside their typical assignments, to ensure success in these supplementary tasks.

Qualifications

Preferences

• Preference may be given to those with scripting experience.
• Preference may be given to those with experience in video conferencing.
• Preference may be given to those with experience in supporting a classroom/computer lab environment.

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.