Computer Technology Support Analyst 2026-02171

Computer Technology Support Analyst

Open Until Filled

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.

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

Human Resources Contact: Jennifer Erickson / View phone number on click.appcast.io / View email address on click.appcast.io

Essential Functions:

• Provides senior-level Tier II technical support for customers experiencing complex issues within the end-user computing environments by independently diagnosing, analyzing, and resolving complicated hardware, software, and peripheral issues.
• Delivers comprehensive service delivery across the agency, including installation, configuration, maintenance, upgrades, and troubleshooting of State-issued workstations, laptops, mobile devices, printers, public resource machines, conference center audio-visual devices, and peripherals.
• Conducts testing and diagnostic assessments on diverse hardware equipment and resolves advanced hardware, software, and performance issues by breaking down complex symptoms, analyzing interdependencies between devices, operating systems, applications, and identifying underlying technical causes.
• Executes specialized projects like State agency migrations, agency relocations, and hardware and software upgrades.
• Leads and executes endpoint imaging, configuration, deployment, and replacement activities using approved standard images, security baselines, and endpoint platforms.
• Ensures timely resolution of customer issues and delivery of services via the ticketing system. Adheres to ITSM best practices when managing incidents and service requests.
• Serves as a senior technical contributor on projects and complex operational initiatives, including device refresh programs, service delivery improvements, infrastructure upgrades, and cross-team problem resolution.
• Collaborates closely with customers, peers, management, and other stakeholders to address complex issues and deliver solutions that meet customer needs.
• 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.
• Demonstrates leadership, accountability, and professionalism by supporting the mission, values, and goals of the organization.
• Anticipates potential service or technology issues, adjusts priorities as conditions change, and promotes continuous improvement.
• Proactively cultivates and invests in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software.
• 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.

Qualifications

Preferences:

• Experience in providing customer service/support in an IT setting
• Experience in supporting and managing kiosk computers and kiosk software
• Experience with audio/visual, including meeting room hardware and software
• Experience in IT Asset Management, deployment, and lifecycle
• Experience in troubleshooting network/device/application issues
• Prior State of Wyoming government employment and experience

Knowledge:

• Thorough knowledge and understanding of desktop operating systems
• Work within multiple groups 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.
• 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 and/or coordinating the 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, 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/or agency staff.
• Ability to identify tech at risk and notify senior techs.
• Ability to tear down and rebuild physical computer equipment, including but not limited to motherboards, fans, hard drives, and 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, on-site, 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: 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

Certificates, Licenses, Registrations: None

Necessary Special Requirements

Physical Working Conditions:

• May work evenings or weekends to meet deadlines or solve problems.
• Ability to be on-call 24/7, one week per month.
• Occasional travel to different locations within the State to assist other technicians.
• Physically lift 40 lbs. consistently.
• Must be able to lift 50 lbs.

Notes:

• FLSA: Non-exempt
• The successful candidate must pass a background check.
• Telework may be available with a telework approval process agreement.

Supplemental Information

Click here to view the State of Wyoming Total Compensation Calculator. Click here to view the State of Wyoming Classification and Pay Structure. The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities.