Computer Support Technician I

Position Summary The Computer Support Technician I is responsible for providing frontline technical support, device deployment, and endpoint services within the assigned Department of Public Safety Support environment. This role focuses on fundamental troubleshooting, workstation imaging, and high‑quality customer service across Windows, macOS, iOS, and Android platforms. The resource works under the guidance of the Team Lead and Project Manager to support daily workstation operations, execute routine device provisioning, and ensure rapid, accurate incident resolution for agency end users. Position Responsibilities Configure, deploy, maintain, and troubleshoot Windows and macOS workstations, laptops, and peripheral devices. Support iOS and Android mobile devices within the enterprise environment, ensuring basic connectivity and policy compliance. Utilize remote support tools effectively to assist users across localized and geographically distributed agency locations. Document and elevate advanced or complex technical issues to higher support tiers (Tier II/III) when appropriate. Deliver responsive, high‑touch frontline user assistance and troubleshooting to maintain established service delivery standards. Support enterprise asset tracking workflows via ServiceNow, ensuring accurate tracking of hardware deployments, replacements, and returns. Perform workstation imaging, device provisioning, software installation, and physical setup activities during large‑scale laptop and workstation refreshes. Troubleshoot routine hardware, software, printer, VPN, and network connectivity issues to ensure endpoints maintain enterprise compliance standards. Execute technical onboarding and offboarding tasks, including hardware delivery, setting up basic workstations, and verifying initial system access. Assist with the baseline installation, standard configuration, and routine troubleshooting of core agency‑specific applications. Utilize ServiceNow for daily incident management, service requests, accurate asset tracking, and comprehensive ticket documentation. Adhere to established service level agreements (SLAs) and customer service metrics, maintaining clear and thorough ticket resolution details. Participate in scheduled on‑call support rotations and after‑hours activities to support agency operations as required. Education and Experience Minimum Qualifications (one of the following): A Bachelor’s degree and one (1) or more years of relevant experience; or An Associate’s degree and three (3) or more years of relevant experience; or A High School Diploma or GED and five (5) or more years of relevant experience; or An equivalent combination of education and experience, substituting one year of relevant IT experience for each year of required education. Required Skills and Experience Experience supporting Windows and macOS operating systems in an enterprise or professional environment. Direct experience utilizing ServiceNow or a similar enterprise ticketing system for incident tracking. Foundational experience troubleshooting computer hardware, software, printing, and peripheral device issues. Basic experience configuring and supporting iOS and Android mobile devices. Strong customer service, communication, and problem‑solving skills in a multi‑location support environment. Preferred Skills and Experience Familiarity with Active Directory, Microsoft 365 administration, and remote endpoint management tools. Experience with workstation imaging, provisioning protocols, and deployment technologies. Basic experience supporting enterprise VPN clients and localized network connectivity issues. Experience working in large‑scale public sector, health care, or government IT enterprise environments. Relevant technical certifications (CompTIA A+, Network+, Microsoft, Apple, or similar). Physical Demands and Work Environment Office environment with moderate noise levels. Extended periods of sitting, computer use, and phone communication. Occasional standing, walking, lifting, and reaching; ability to lift and transport IT equipment up to 30 pounds. Travel between statewide agency locations as required. Schedule Full‑time position, 40 hours per week. Benefits Generous leave: 15 days of vacation, 15 days of sick leave, and 11 paid holidays annually. Comprehensive benefit package with generous benefit allowance to offset insurance premium costs for employees and eligible dependents. Other Duties This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities. Duties may change at any time with or without notice. Equal Opportunity Employment The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability. Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub. #J-18808-Ljbffr