Computer Technology Support Analyst 2026-01854

Computer Technology Support Analyst

Open until filled

General Description: 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.

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!

Want to see the full value of your compensation beyond salary? Explore our Total Compensation Calculator:

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

Essential functions include:

• Providing senior-level Tier II technical support for customers experiencing complex issues within the end-user computing environments
• Delivering 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
• Conducting testing and diagnostic assessments on diverse hardware equipment and resolving advanced hardware, software, and performance issues
• Executing specialized projects like State agency migrations, agency relocations, and hardware and software upgrades
• Leading and executing endpoint imaging, configuration, deployment, and replacement activities using approved standard images, security baselines, and endpoint platforms
• Ensuring timely resolution of customer issues and delivery of services via the ticketing system
• Serving as a senior technical contributor on projects and complex operational initiatives
• Collaborating closely with customers, peers, management, and other stakeholders to address complex issues and deliver solutions that meet customer needs
• Demonstrating leadership, accountability, and professionalism by supporting the mission, values, and goals of the organization
• Anticipating potential service or technology issues, adjusting priorities as conditions change, and promoting continuous improvement
• Proactively cultivating and investing in personal and professional growth through continuous training and development initiatives
• Performing 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 may be given to those with experience in troubleshooting and supporting PC images, applications, networking, hardware, and peripherals in the last 6 years. Preference may be given to those with experience in IT Asset Management, deployment and lifecycle within the past 6 years. Preference may be given to those with certifications in HP Maintainer, Dell Laptop, and Desktop support, PC Imaging, Provisioning, or any other local PC or Microsoft Product support. Preference may be given to those with Print Server & Print Management experience within the last 6 years Preference may be given to those with experience in providing excellent IT customer service, task and time management, leading team projects, and knowledge or experience in ITIL within the past 6 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 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 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 teardown and rebuild physical computer equipment including but not limited to motherboards, fans, and hard drives power supplies.
• Ability to teardown 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: 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 Education & Experience Substitution: 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

Working for the State of Wyoming means more than a job it's a stable, rewarding career that lets you make a difference while enjoying a great quality of life. Employees enjoy:

• Comprehensive health coverage medical, dental, and vision plans for you and your family
• Voluntary Benefits including life insurance for you and family members, ambulance, pet insurance, short/long-term disability, flex spending and health savings accounts
• Multiple retirement options including the Wyoming Retirement System and a 457B account, helping you plan for long-term financial security
• Generous paid leave and flexible schedules vacation, sick leave, paid FMLA and 11 paid holidays each year
• Public Service Loan Forgiveness eligibility for those with qualifying student loans
• Training and professional development to support your career growth and advancement
• Employee Assistance Program Includes paid short-term counseling, legal, financial and work-life benefits and select employee discounts
• Wellness Program Earn paid time off and incentives by focusing on your personal health

Know your full value. Your paycheck is only part of the picture. The State of Wyoming offers a Total Compensation Calculator that shows the full value of your salary plus benefits, so you can clearly see what your complete compensation package looks like.

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Working for the greatest state in the nation Wyoming offers a lifestyle